Luggage delays and damage

What happens if my luggage is delayed?

We make every effort to locate missing or delayed items, using our World Tracing System.

In the event that an item is delayed:

1. Before you leave the airport, ensure the handling agents have completed and handed you a Property Irregularity Report (PIR). If in doubt, see the baggage handlers in your arrival terminal.
2. Keep your PIR safe, along with flight tickets, baggage receipts and other relevant travel documents.
3. Once we’ve located your baggage, you will be informed immediately. It will then be delivered to the address on your PIR.
4. Our handing agents at the airport will trace luggage for five days. After this, our Secondary Tracing Department will continue our efforts.
   
   

For more information about our World Tracing System, please call 0871 664 0144 (calls cost 10p per minute plus netowrk extras).

Claims for delayed baggage must be made to First Choice within 21 days.

What if my luggage is lost?

In the unlikely event that this happens, you are encouraged to make a claim.

Like all airlines, we have limited liability in this situation, under the Montreal Convention. We recommend that you make a claim with your own travel insurance company, as they will undoubtedly offer a higher level of cover.

However, if you do wish to pursue your claim – or if you experience any difficulties – please contact our claims handling agents, who will offer assistance.

First Choice Airways Baggage Claim Department
5 The Enterprise Centre
Kelvin Lane
Crawley
West Sussex
RH10 9PT

What if my luggage is damaged?

If your luggage is damaged, we will compensate whenever possible and appropriate.

In partnership with Antler, our baggage replacement supplier, we will be happy to offer a suitable replacement bag as full and final settlement of your claim. This will be delivered to your home address within 48 hours.

If you wish to have the damage assessed, we can arrange this. Please contact Antler quoting your Property Irregularity Report (PIR) number and they will try to repair your bag. This may not always be possible, but they’ll certainly do their best. A PIR must be obtained from the handling agents at your arrival airport – if in doubt, see the baggage handlers in the terminal.

Antler Airline Division
Baggage Replacement and Repair Service
Pilot Works
Lancs.
BL9 9EF
T 0870 756 3900
F 0161 762 5035
E firstchoiceairways@antler.co.uk

Please note that minor scuffs and dents are considered everyday wear and tear and will not be accepted.

What if items are discovered to be missing from my luggage?

If, once you have reclaimed your baggage, you discover that items have gone missing:

1. Report the incident to your airline’s handling agent at your arrival airport. They are usually located in the baggage reclaim area.
2. Before you leave the airport, please ensure the handling agents have completed and handed you a copy of a Property Irregularity Report (PIR). Make sure you have checked your luggage thoroughly and filled in the form correctly. This information will be used to search for your missing items.
3. If you need to make an insurance claim, send a copy of your PIR either to your insurance company or to First Choice Airways Baggage Claims Department within seven days of the incident.