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Lost, delayed or damaged baggage

What do I do if my luggage is lost or delayed?

You'll need to report lost or delayed baggage at the airport by filling out a Property Irregularity Report and then calling the number on the form. For the first 5 days of baggage tracing, please contact the airport where you reported your baggage as missing.

If your bag has been missing for 6 or more days, call the Thomson Airways Baggage Services Department on 0333 577 0300. Calls are charged as local rate per minute plus network extras.

Making a claim
Just so you know, we have limited liability in cases of delayed delivery and lost or damaged baggage under the Montreal Convention, so you may wish to make a claim through your travel insurance provider. However, we'll be pleased to help if you decide to send your claim to Thomson Airways. You can't claim from both your travel insurance provider and the airline.

If you want to make a claim through Thomson Airways, you'll need to write to us within 21 days at the following address:

Thomson Baggage Claims
PO Box 1215
Crawley
West Sussex
RH10 0HA

Alternatively, you can make your claim online at this website www.thomson.airlineluggageclaims.com

If you’re claiming for delayed baggage, you’ll need to make your claim in writing within 21 days of the date your baggage was delivered.

 

What do I do if my luggage is damaged?

In the UK & Overseas
If your luggage is damaged when you arrive either at your overseas airport or on your return back to the UK, we'll compensate you wherever it's possible and appropriate. You'll need to fill out a Property Irregularity Report before you leave the airport, and then log onto our partner’s website www.damagedluggage.com arrange delivery of your replacement bag.

Alternatively, you can contact damagedluggage.com on:

Email: collections@damagedluggage.com

Telephone: +44 (0) 1279 813000, option 2.

What we can do to help
Through damagedluggage.com, we can give you a suitable replacement bag as full and final settlement of your claim. It'll be delivered to your home address within 10 working days. Alternatively, you can also ask damagedluggage.com to repair your bag, but this isn't always possible.

 

What do I do if something’s missing from my luggage?

If you find something missing when you collect your luggage, you'll need to complete a Property Irregularity Report before you leave the airport. The information you give will help the search for anything that's missing.

Making a claim
If you want to make a claim for the missing items, you can do this through your travel insurance provider. Alternatively, you can make a claim directly with the carrying airline.

If you want to make a claim through Thomson Airways, you'll need to write to us within 21 days at the following address:

Thomson Baggage Claims
PO Box 1215
Crawley
West Sussex
RH10 0HA

Alternatively, you can make your claim online at this website www.thomson.airlineluggageclaims.com