If your luggage has not arrived on time or arrived damaged, you have numerous rights. These rights are laid down in the Montreal Convention and Regulation 889/2002.
Report problems with your luggage at the airport
As soon as you notice that something is wrong with your luggage, it is important that you file a report at the airport at the luggage service desk in the customs hall. Here you can report your delayed or damaged luggage for which you will receive a Property Irregularity Report (PIR). A personal file number is linked to this PIR form so that you can check the status of your delayed or lost luggage. You can also indicate on this PIR form where you would like to receive the luggage as soon as it arrives. In most cases, the luggage is delivered to your preferred location. Additionally, you can use this form to indicate any damage to the luggage.
If your luggage is damaged, you must inform the luggage service desk at the airport. A PIR form helps you indicate what has been damaged. Make photographs of the damage at the airport as evidence. After receiving your luggage, you have seven days to hold the airline liable in writing. Add your PIR form and photo evidence to the complaint form and submit this with the airline.
If your luggage does not appear on the belt, you can report this to the luggage service desk and fill out a PIR form. The airline can find out where your suitcase is by using your luggage sticker. By filling in the PIR form, they can keep you informed of the status of your delayed luggage and know where to bring the luggage when it is found.
If you have to wait a few days for your luggage, you are allowed to purchase the basic necessary items, such as underwear and a toothbrush. Check with the airline which items you can purchase, this can vary depending on the length of the delay in arrival of your luggage. The costs can be claimed from the airline after receiving your luggage. It is therefore important that you keep the purchase receipts of all the items. Once you have received your delayed luggage, you have 21 days to reclaim the costs incurred from the airline.
If your luggage is not found after three days, you can fill in a baggage Inventory form online with the relevant airline. In the baggage Inventory form you indicate the file number of your PIR form, so that the airline knows which luggage it is. You also indicate what is in your luggage. If you still have receipts for the suitcase or the contents, please add it to the form. The airline will continue to search for your luggage for up to 21 days, if they have not found your luggage at this time, you can file a claim using a baggage Inventory form.
File a claim
When submitting a claim it is useful to have the following information:
- The PIR form
- Boarding pass
- Luggage sticker
- Identity card or passport
- If necessary, a power of attorney from the relevant airline
In addition, in the event of damage to your suitcase, you can also add photos of the damage and copies of the receipt of the suitcase or the damaged items in the suitcase.
In case of delay of your suitcase you can attach copies of the purchase receipts of the newly purchased items. In case of loss of your suitcase, you add copies of the purchase receipts of the suitcase and the contents of the suitcase if you still have them.
You can submit a claim for delayed, lost or damaged luggage in various ways. You can do this directly with the airline, officially in writing, but you can often also do this via their website. In addition, you have a number of other options; You can also submit your claim to your travel insurance, your travel agent or your credit card provider if you used it to pay your ticket.
Always keep in mind the deadline for submitting a claim. In case of a delayed or lost suitcase, you have 21 days and in case of a damaged suitcase 7 days to submit the claim. If you submit the claim later, the airline may refuse your claim.