Frequently Asked Questions

What should I do if my luggage is lost, delayed or damaged

You’ll need to report lost, delayed or damaged luggage at the arrival airport by filling out a Property Irregularity Report (PIR). This will start the tracing process to find your missing or delayed items or register the damage caused. Agents from the airline you travelled with should be in the luggage collection area and they’ll be able to help you with this. The airport will usually have a baggage facilities or baggage information desk clearly signposted. We recommend checking your airline’s website for the next steps.

Just so you know, airlines have limited liability in cases of delayed delivery and lost or damaged baggage under the Montreal Convention, so you might want to make a claim through your travel insurance provider. You can’t claim from both your travel insurance provider and the airline.

To find out more about the Montreal Convention, please take a look at the ‘What’s the Montreal Convention and how does it affect me?’ question below.