We know it’s distressing to find your bags are damaged, delayed or lost and we’ll do all we can to fix the issue as quickly as we can.
If your bag is damaged we’ll ask you to complete a Damage Report (PIR) at our Baggage Services desk in the Arrivals hall. Our Ground Crew will be on hand to help you complete the form. You can also report damage to your bags within seven days of your arrival by emailing: email@example.com
We can’t be responsible for damage that’s:
Once you have a Damage Report (PIR) you’ll be able to log onto our online system to track your claim: Damaged Luggage. A password for the website is in the top right hand corner of your Damage Report (PIR).
You’ll need to log into Damaged Luggage within 7 days of your flight. We’ll then collect your luggage and repair any damage within 10 working days.
If you’re a non-UK resident we’ll be unable to repair your luggage and will offer you a replacement instead. We’ll do our best to match your luggage from a wide range of stock. If we can’t, we’ll offer you an alternative as close in size as possible.
If your claim has been rejected by our Ground Crew at the airport you can appeal the decision by contacting us within 5 days of travel. Please email: firstname.lastname@example.org.
Please read our full terms and conditions before contacting us about a rejected claim.
If you’d like to contact our baggage handling partners directly here’s a full list by airport.
If you have travel or baggage insurance you may be able to claim for the damage. If you’d like us to provide a letter outlining the damage which you can pass onto your insurers please email: email@example.com.
We’re sorry your bag has been delayed and we’ll do everything we can to return it to you as soon as we can.
If your bag is missing we’ll ask you to complete a Delayed Baggage Report at our Baggage Services desk in the Arrivals hall. We’ll search for your bag using the WorldTracer system, and keep you updated via email and sms on its progress. You can also track your bag online using WorldTracer or you can contact our Baggage Services team directly at the airport. Once we’ve found your bag we’ll arrange for a courier to deliver it to the address you provided at a time that suits you, or if you’d prefer, you can also collect it in person from the airport.
Please note: We’re unable to deliver delayed luggage in Morocco due to local customs regulations and all luggage must collected in person at the airport.
If we’ve not found your bag within five days you can contact our Baggage Tracing team via email: firstname.lastname@example.org or call on +44 (0)333 577 7070.
If we haven’t returned your bags after 24 hours on your outbound flight, we understand you may need to buy some essential items of toiletries and basic clothing.
If you are away from home, we’ll reimburse up to £25* per person, per day, for up to three days (that’s £75* per person maximum). To claim the money back, please keep all receipts and submit them online within 21 days.
We’ll pay your claim in Pounds Sterling, Euros or other local currency converted at the daily rate at the time of payment. A claim is only valid if you are away from home and have proof of all expenses incurred.
In the unfortunate event that we are unable to find your luggage after 21 days you’ll be able to make a claim for compensation online. The amount payable will depend on the contents of your bag and any receipts you have as proof of purchase.
We realise that delayed luggage causes inconvenience and stress for our customers and we do everything possible to minimise the number of bags delayed every year. We have reduced the number of delayed bags significantly over the last few years and our performance is industry leading.
There can be a number of reasons why luggage doesn’t make it onto the aircraft. These could be:
In April 2014 we were the first airline to introduce Bag Tracker, a unique way to keep our customers informed online or via email or sms. We can contact them when we find their luggage and keep them updated throughout the recovery process. This service is available in English, Dutch, German, Italian, French, Spanish & Portuguese.
If you’ve left something on board our Cabin Crew will hand it to our Ground Crew and they will hand it onto our Baggage Services team. All lost property not collected within 24 hours is handed to the airports Lost Property office.
At busy times it may take a while for your lost property to reach our Baggage Services team so please be patient.
Here’s a full list of numbers by airport for our Baggage Services teams.
In the airport
If you’ve left something in the airport including duty free please contact the airport’s Lost Property office. The general information desk will be able to direct you to the Lost Property office.
Lost passports or identity documents
If you’ve lost a passport or identity document it may be handed to immigration officials or the local police instead of the Lost Property office.