Baggage Assistance

If your checked baggage has not arrived as expected:

• Report at the airport: File a report immediately upon arrival. A PIR (Property Irregularity Report) will be created, and the airport will begin searching for your baggage.
• Stay informed: We will contact you as soon as your baggage is located and arrange for delivery.
• Compensation: If you are not at your home location, compensation for necessary items may be provided. Save all original receipts and include them in your claim to the claims department.

Baggage that has not been found after 21 days is classified as lost. Contact our claims department through our e-service portal with your PIR report to apply for compensation for lost baggage.

Read more in our guide about Delayed baggage (pdf)  and Lost baggage (pdf)

If your baggage has been damaged:

• Report immediately: Notify the airport as soon as you notice the damage. A damage report (PIR) will be created.
• Later discovery: If you notice the damage after leaving the airport, you can submit a claim on our website within 7 days.
• Required documents: To process your claim, you will need to include:
  • Copies of your ticket and baggage receipt.
  • Photos of the damaged baggage.

We prioritize repairing damaged baggage. If repair is not possible, compensation will be provided based on the purchase price with depreciation applied.

Read more in our guide about Damaged baggage (pdf)

If you suspect theft or notice missing items:

• Report at the airport: File a PIR and describe the missing items.
• Police report: If theft is suspected, a police report must be filed.
• Claim: Submit your PIR report, police report, and receipts for the missing items to the claims department.

Please note that we do not compensate for valuables (electronics, medicine, jewelry, etc.) stored in checked baggage. We recommend always packing such items in your carry-on baggage.