In the unlikely event that your baggage doesn’t arrive in the baggage hall, or if it is significantly damaged while it's in our care, you can claim compensation.
It's essential you tell our baggage services agents at the airport. They'll give you a Property Irregularity Report (PIR). If our staff are not by the baggage belt you’ll find them at a service desk within the baggage hall area.
As with all other international carriers, our liability regarding lost baggage is strictly limited, so you should explore your travel insurance options first. Contact your insurers and ask them for a claim form. They will probably need to see a copy of the PIR. If they need any other documentation from us you can request it in an email to email@example.com.
Reporting the incident to our staff in the baggage hall or elsewhere does not alone constitute notification of a claim. You must also notify us in writing, using the lost or damaged baggage claim forms below.
How to claim if your baggage has arrived damaged
Our ground staff in the baggage hall will assess the damage and in some airports try to settle your claim immediately by arranging a replacement bag (if your bag is no longer useable) or repair.
If you wish to make a claim with us for damaged baggage, you must notify us in writing, using our damaged baggage claim form below, within seven days of getting the baggage back.
We're unable to accept claims for cosmetic or minor damage to baggage, for example scuff marks, ripped labels and dents that do not affect the structure of the bag. This is general wear and tear that occurs during the normal handling of bags at the airport, or even inside the containers during the flight.
Our liability regarding lost or damaged baggage is strictly limited in accordance with the Montreal Convention. Please take a look at our Conditions of Carriage for more information. Due to these limits of liability, we strongly recommend that passengers take out their own insurance.
All baggage claims must be substantiated by documented proof of purchase, including the date and purchase price. Depreciation will be deducted at our discretion.
We regret that we cannot accept liability for damage and/or loss of articles contained in baggage deemed to be over packed, unsuitably packed and/or protected, already damaged and/or those not suitable as checked baggage, for example carrier bags or paper boxes.