After retrieving your luggage from the baggage conveyor belt, we recommend checking the label to ensure it is indeed your luggage, as luggage exchanges are extremely common, and also to examine the suitcase for any damages. Any irregularities related to luggage must be immediately reported to the Lost Baggage office located in the transit/arrival area. The Lost and Found service agent will record a Property Irregularity Report (PIR) and provide you with a copy. This document is crucial for any claim related to baggage irregularities; therefore, ensure you obtain it before leaving the baggage reclaim area. We will not process claims for irregularities that were not reported upon arrival (without PIR).
Damaged Baggage
This irregularity must be reported immediately after the flight, before leaving the baggage claim area, by filing an irregularity report at the relevant Lost & Found office.
Claims for reimbursement of damaged baggage must be sent to our Customer Service within 7 days of the PIR (Property Irregularity Report) registration and must include the following documents:
- Copy of the PIR
- Copy of the baggage tag
- Copy of the boarding pass
- Photo of the damage
The claim can be submitted to the company via our FORM (LINK). Failure to submit a claim within the aforementioned terms will extinguish any action against the carrier.
When calculating the amount due, the purchase receipt for the baggage will be required. In the absence of this evidence, the carrier will proceed with the calculation, and for damaged baggage older than one year, depreciation due to wear and tear will also be considered.
As stated in the General Conditions of Carriage, we exclude liability for baggage stained with certain substances (wine, oil, food, or similar) or that sustain minor damage (e.g., scratches, dents, torn seams caused by excessive weight) during normal handling. Damage to protruding or removable parts (straps, wheels, handles) will only be considered for compensation if the damage compromises the use of the baggage.
Lost Baggage
The Lost & Found at the arrival airport will search for lost baggage for 5 days and is responsible for communicating with the passenger during that period. In the unfortunate and rare cases where baggage is not found within 21 days, it will be declared lost. Even if the baggage is considered lost, we will keep its details in our system and inform the customer if found.
After the first 5 days, the passenger can refer to our customer service for any updates and to provide a list of contents in order to facilitate its recovery.
Should the baggage be declared permanently lost, the claim received will be considered to determine the due compensation.
The claim must be accompanied by the following documents:
- Copy of the PIR
- Copy of the baggage tag
- Copy of the boarding pass
- Copy of the itinerary
The recorded baggage weight will be the only proof considered for compensation calculations.
The claim can be submitted to the company via our FORM (LINK). Failure to submit a claim within the aforementioned terms will extinguish any action against the carrier.
Delayed Baggage
Claims for delayed baggage follow the same process as lost baggage, with the only difference being that the baggage is recovered at any point within the 21-day search period.
If we are unable to return the baggage by the day after arrival, we will compensate for necessary items (a change of clothes/day of delay and basic toiletries) supported by purchase receipts. In their absence, a reference amount of 30 EUR per day per checked and delayed bag will be considered.
The claim can be submitted to the company via our FORM (LINK). Failure to submit a claim within the aforementioned terms will extinguish any action against the carrier.
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