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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 six or more days, call the Thomson Airways Baggage Services Department on 0871 288 7392. Calls cost 10p 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 at this address:

 

Thomson Airways Baggage Claims Department
5 The Enterprise Centre
Kelvin Lane
Crawley
West Sussex RH10 9PT

 

Email: thomson@airlinecrm.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:
If your luggage is damaged when you return to your UK airport, 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 call our partner company Antler on 0870 756 3900. You’ll also need to put your claim in writing within 7 days of collecting your luggage to:

 

Antler Airline Division
Baggage Replacement and Repair Service
Pilot Works
Lancs BL9 9EF

 

Alternatively, email thomsonairways@antler.co.uk or fax 0161 762 5035.

 

What we can do to help: Through Antler, 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 48 hours. Alternatively, you can also ask Antler to repair your bag – but this isn’t always possible.

 

At your destination airport:
If your luggage is damaged when you get to your destination airport, you can either make a claim through your travel insurance or with Thomson Airways. If you’re making a claim with us, you’ll need to put it in writing to the Thomson Airways Baggage Claims Department within 7 days of collecting your baggage at:

 

Thomson Airways Baggage Claims Department
5 The Enterprise Centre
Kelvin Lane
Crawley
West Sussex RH10 9PT

 

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 with Thomson Airways by writing to this address within 7 days:

 

Thomson Airways Baggage Claims Department
5 The Enterprise Centre
Kelvin Lane
Crawley
West Sussex RH10 9PT