Lost luggage - what to do?

Losing luggage is always stressful and causes complications. When luggage is lost, there are procedures that allow it to be tracked and found. Most lost luggage is found within 24 hours. But what if the luggage is not found? The airline is obliged to pay compensation. How do you handle all this?

What to do if your luggage does not appear on the belt in the arrivals hall?

After leaving the plane, we head to the airport hall where the suitcase checked in as registered luggage should appear on the baggage belt. Unfortunately, thousands of suitcases do not appear there on time every day. Don’t worry! Not all of them are lost forever. The vast majority are found, although losing luggage is always stressful. How should you react if your suitcase does not appear on the baggage claim belt? First of all, you should go to the Lost Luggage Office. This is where airport staff will try to locate the lost luggage based on the appropriate documents. What do you need to have with you? To identify the location of the lost suitcase, you need:

• an ID card or passport, a document confirming your identity,
• the baggage check receipt, which you receive along with boarding passes at check-in when you hand over registered luggage,
• the boarding pass.

Based on this information, the office staff will try to locate the lost luggage. Additional details may also be needed to speed up identification, such as the color of the suitcase or other distinctive features. At this point, it is important to ensure that a Property Irregularity Report (PIR) is drawn up. This is an important document necessary for further complaint procedures.

What documents are needed to file a complaint?

The Property Irregularity Report (PIR) is an important document in the complaint process, but not only that. It is on its basis that you can recover luggage found by the airline. Once it enters the system, it can be returned to the owner. The airline should do this at its own expense, so if you are on vacation at a hotel, they will deliver it there. If the luggage is not found, this document will also be important when filing a claim for compensation. You have 21 days to file a claim related to lost luggage. In the case of damaged luggage, it is 7 days. The claim for lost luggage must be submitted in writing via a form on the carrier’s website or by mail. The claim form should be accompanied by the following documents:

• a copy of the PIR,
• a copy of the baggage check receipt,
• copies of receipts for items in the suitcase (if available).

Additionally, you should provide all flight details – flight number, date, and bank account information where the airline should transfer the compensation.

How much is the compensation for lost luggage?

Regulations regarding compensation for lost luggage are based on the Montreal Convention. The maximum compensation amount is 1288 SDR, which is about 7222 PLN, depending on the current exchange rate. The condition for receiving compensation is, of course, submitting a claim and its validity. Moreover, this is not an amount you are guaranteed to receive. It is the upper limit of the airline’s liability. It is meant to cover costs related to losses incurred due to non-delivery of luggage. In practice, you need to present the carrier with receipts confirming the purchase of items in the suitcase as well as for the suitcase itself. This can be difficult. Usually, we do not keep invoices for every dress or pair of shoes. So what to do in such a situation? Airlines offer compensation calculated based on the weight of the luggage. This is 22 SDR per kilogram, about 123 PLN. This means that a standard large suitcase checked in as registered luggage, weighing about 20 kg, has a compensation value of 440 SDR, about 2467 PLN. It should be remembered that the airline may refuse to pay compensation for items that should not be transported in registered luggage.

Damaged luggage – what to do?

Luggage damaged during transport can be in various ways. The airline is responsible for it, but to a limited extent. It is not liable for damage caused by lawful actions of state authorities. In other cases, the maximum compensation amount is the same as for lost luggage and is 1288 SDR. Of course, you do not receive the full amount, but only for items whose value you can prove. So if the suitcase is damaged and you have a receipt for it, its value will be compensated. In other cases, you can seek an expert opinion.

What to do in case of delayed luggage?

Delayed luggage causes many problems. First of all, it is necessary to buy the most essential items, such as clothes or toothbrushes. It is therefore worth keeping all receipts for purchasing essential items, as they will later be necessary when determining the amount of compensation. In the case of delayed luggage, you should also first report to the Lost Luggage Office before leaving the airport.

How not to lose luggage at the airport?

The problem of lost luggage can seriously spoil the enjoyment of your vacation. So what can you do to minimize this risk? First of all, remember that most suitcases are found. By buying a distinctive set of suitcases, you have a better chance of finding them quickly. If one gets lost, a photo of the others will help staff identify the lost one faster, especially if the suitcase is in a distinctive color.

It is also worth taking carry-on suitcaseson the plane and placing the most necessary items in them. This way, even without registered luggage, you won’t face many problems on site. They are spacious enough to hold items for 1-2 days before the luggage is found.

How to prepare luggage for a flight to reduce the risk of loss?

Losing or delaying luggage is beyond our control. We cannot influence such events. However, we can minimize their effects and also the risk of suitcase damage. How to do this? It is worth protecting registered luggage with special covers that reduce the risk of contents spilling if the suitcase is damaged, as well as mechanical damage to the suitcase itself. It is also worth taking a photo of the inside of the suitcase to have proof of its contents in case you apply for compensation. You should also remember not to put devices and other valuable items in the suitcase that are not allowed in registered luggage. If they get damaged, they will not be covered by compensation. It is better to put them in carry-on luggage.

If luggage is lost, damaged, or its delivery is delayed, the most important thing is to stay calm. Airlines are prepared for such situations and will help carry out the appropriate procedures leading to finding the luggage or, ultimately, compensating for losses.