Lost luggage at the airport - what to do step by step and what compensation are you entitled to?

If your baggage does not appear on the carousel, the most important thing is to report it immediately at the airport, before leaving the baggage claim area. At the Lost & Found desk, fill out a PIR form and receive a case number. You then have a set time to submit a written claim: 7 days for damage and 21 days for delayed baggage. The airline is liable for lost, delayed, or damaged baggage up to 1,519 SDR, or around 1,800 euros.

Article summary

• Report missing baggage at the airport immediately and fill in a PIR form. Keep a copy.
• Report damage to your suitcase to the airline in writing within 7 days of collecting your baggage.
• Report delayed baggage within 21 days of the day you receive it.
• Baggage is considered lost after 21 days, or earlier if the airline confirms it.
• The maximum compensation from the airline is 1519 SDR (approx. 1800 euros). Keep receipts for essential purchases.

1. Your baggage didn’t arrive - what should you do at the airport?

Do not leave the baggage reclaim area. Once you leave, it will be harder to prove that your baggage did not arrive.

1. Go to the Lost & Found desk (Baggage Services). It is usually located next to the baggage carousels.
2. Fill in the PIR form (Property Irregularity Report). Describe the suitcase: its size, color, material, and distinctive features. Provide the address where the baggage should be delivered.
3. Keep a copy of the PIR and your case number. You will need them to track your baggage and file a claim.
4. Keep your boarding pass and baggage tag, which you received when checking in your suitcase.
5. Ask for an essential toiletries kit. Some airlines and airports provide basic toiletries while you wait for your baggage.

2. Lost, delayed, or damaged baggage - what’s the difference?

This distinction matters because deadlines and the type of compensation depend on it.

• Delayed baggage - the suitcase did not arrive with you, but the airline found it and will deliver it later. This is the most common case.
• Lost baggage - the suitcase has not been found within 21 days, or the airline confirmed earlier that it was lost.
• Damaged baggage - the suitcase arrived, but it is damaged, for example, the shell is cracked or a wheel or handle is broken off.

3. Delayed baggage - what can you buy and how can you get your money back?

While you wait for your suitcase, you can buy essentials: toiletries, underwear, a change of clothes, or a charger. The airline should reimburse these expenses if they’re reasonable and you have receipts.

Submit a written claim within 21 days of the day you received your luggage. Include a copy of the PIR, your boarding pass, baggage tag, and receipts.

4. Damaged suitcase - how do you file a claim?

It’s best to report damage at the airport right away and have it entered on the PIR form. Also take photos of the suitcase before unpacking it.

Send a written claim to the airline within 7 days of collecting your luggage. Include photos of the damage, a copy of the PIR, and, if you have one, proof of purchase for the suitcase. The airline may offer a repair, replacement, or refund.

Keep in mind that airlines are usually not responsible for minor signs of wear, such as scratches or scuffs.

5. What compensation can you get for lost luggage?

Airlines’ liability for lost, delayed, or damaged luggage is governed by the Montreal Convention. Since December 28, 2024, the maximum compensation has been 1,519 SDR per passenger, or about 1,800 euros. SDR is an accounting unit of the International Monetary Fund, and its value changes with exchange rates.

This is a maximum amount, not an automatic payout. The airline pays compensation up to the value of the actual, documented loss. That’s why it’s worth keeping receipts for valuable items and taking a photo of your suitcase’s contents before you travel.

6. Is it worth insuring your luggage?

Travel insurance may cover losses above the airline’s limit, as well as situations the airline isn’t responsible for, such as theft from a hotel. Before buying, check the coverage limit, exclusions (often electronics and jewelry), and deadlines for reporting a claim. Insurance is especially useful on long trips with connections.

7. How can you reduce the risk of losing your luggage?

• Choose a distinctive suitcase. A bright color or pattern makes it less likely that someone will take it by mistake and helps staff find it more easily.
• Attach a tag with your contact details. Your first name, phone number, and email address are enough. It’s better not to include your home address.
• Remove old baggage tags from previous trips. They can confuse the scanners in the sorting area.
• Take a photo of your suitcase and its contents. This will make it easier to describe them on the PIR form and document your loss.
• Pack valuables in your carry-on luggage: documents, medication, electronics, jewelry, and keys.
• Pack a change of clothes in your carry-on luggage so the first day without your suitcase won’t be a problem.
• Choose a durable suitcase. A hard shell made of polypropylene or polycarbonate can better withstand being thrown around in the sorting area and reduces the risk of damage.

8. Lost luggage on the train - what should you do?

If you leave your suitcase on a train, contact the railway operator or the station's lost property office as soon as possible. Give them the train, carriage, and seat numbers, as well as a description of the suitcase: its color, size, and distinctive features. The sooner you report it missing, the greater the chance it will be found at a later station.

Deadlines and compensation - quick reference

Situation	What to do at the airport	Deadline for submitting a claim	Maximum compensation
Delayed luggage	PIR form	21 days after receiving your luggage	reimbursement for essential expenses, up to 1,519 SDR
Lost luggage	PIR form	after 21 days from when it went missing or once confirmed by the airline	up to 1,519 SDR (approx. 1,800 euros)
Damaged suitcase	PIR form and photos	7 days after collecting your luggage	repair, replacement, or refund, up to 1,519 SDR

What should you prepare for your claim?

A copy of the PIR form, your boarding pass, the baggage tag, receipts for essential purchases, and, if the suitcase is damaged, photos of it and proof of purchase. Always submit your claim in writing, preferably by email or through the form on the airline's website, and keep confirmation that it was sent.

FAQ - lost luggage

What should you do if your luggage didn't arrive?

Don't leave the baggage claim area. Report the missing luggage at the Lost & Found desk, fill out a PIR form, and keep a copy and the case number.

How long does the airline have to find the luggage?

Luggage is considered lost if it is not found within 21 days. The airline may also confirm sooner that it has been lost. Most delayed suitcases are returned to their owners within a few days.

How much compensation can you get for lost luggage?

A maximum of 1,519 SDR per passenger, or around 1,800 euros. The airline pays compensation corresponding to the actual, documented loss.

W What is the deadline for reporting a damaged suitcase?

You must send a written claim to the airline within 7 days of collecting your luggage. It's best to report any damage at the airport and take photos.

Will the airline reimburse me for things I buy while waiting for my luggage?

Yes, if they are essentials, such as toiletries or a change of clothes, and the expenses are reasonable. Keep the receipts and include them with your claim.

How can you make sure your suitcase doesn't get lost?

Choose a recognizable suitcase, attach a tag with your phone number, remove old baggage stickers, and take a photo of your suitcase before your trip. Pack valuables in your carry-on.

Lost luggage - stay calm and take it step by step

Lost luggage is stressful, but in most cases the suitcase is returned to its owner. The most important thing is to report the problem at the airport immediately, keep your documents, and watch the claim deadlines. A distinctive, durable suitcase and a few essentials in your carry-on will make your next trip more relaxing.