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Damaged or delayed bags and lost property


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 possible.

On this page you'll find:

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Damaged bags


We’re really sorry if your bag is damaged.

We’ll ask you to complete a damage report at our Baggage Services desk in the Arrivals hall at the airport.

Our Ground Crew will be on hand to help you complete the form or in some cases you’ll be able to do this yourself using our self-service machine.


Unfortunately we won’t be able to consider any damage not reported at the airport. We also can’t be responsible for damage that’s:

  • superficial or external
  • due to over-packing
  • from water, rain or snow
  • been inflicted on fragile or perishable items inside. For damaged contents of bags, please contact your travel insurance.

What happens next?

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Delayed bags


We’re really sorry that your bag has been delayed, we’ll do everything we can to return it as soon as possible.

If your bag is missing from the Arrivals hall when you land, you should contact a member of the Baggage Services Team within the airport to assist you. If they are unable to retrieve your bag before you leave the airport, please use our Dedicated Baggage Portal as soon as possible to register your bag.


Why is my bag delayed?


What happens next?


More than 90% of our delayed bags are found within the first 5 days. However, if we’ve not found your bag within 5 days of reporting it on our online portal, our specialist Baggage Tracing team will contact you for further information.

Once you’ve reported your bag, you can keep up to date using Manage an Existing Report. Here you can:

  • Check your contact details and delayed bag details are correct
  • Check the status of your bag
  • Contact the airport using our direct messaging service 

Travelling to Egypt or Morocco?

Travelling to Gibraltar?

Has your bag been delayed for more than 45 days?

Essential items


If you’re away from home and we haven’t been able to return your bag within 24 hours, we understand that you’ll need to buy essential toiletry items and basic clothing. For this we’ll reimburse up to £25 per person per day, for up to three days (that’s a maximum of £75 per person in total). To claim the money back, please keep all receipts and submit them online within 21 days of your flight.


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 were away from home and have proof of all expenses incurred.

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Lost property


Did you forget something on one of our flights or at the airport? Not to worry, we’re here to help.Anchor

On board

In the airport

Lost passports or identity documents

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