Damaged, delayed and lost baggage

Is your luggage travelling somewhere without you? Or is it broken beyond repair?
Luggage trouble is always inconvenient and we’re really sorry if that happened on your journey.

It’s important to be well informed on what counts as damaged luggage, what your rights are when it comes to delayed luggage, and what to do if your bag just doesn’t show up.

Here is some important information that will help you know what to do if there is a problem with your luggage.

Also, please report any and every luggage incident you may have to the service desk when you land.

Lost baggage
• Speak to the service desk and keep your flight number handy.
• We’ll do our best with airport staff to get your things to you as soon as possible.
• We’ll pay back your expenses, within reason, if you need to buy necessities while you wait for your bags. Keep your receipts and submit a written claim within 21 days.

Damaged baggage
• Damage and wear-and-tear are not the same. Luggage is made to protect what’s inside and signs of use and handling don’t count as damage.
• Wear-and-tear is something like minor rips, scratches, dents or damage to outer parts, like handles, wheels and straps.
• Securing your bag, specifically loose or removable parts, is your responsibility.
• If your bag cannot hold items anymore and can’t function as a secure object to move items in, you may have the right to compensation.
• Is your bag damaged? Submit a written claim at the airport when you land, or send it through within seven days from landing.

Valuables and luggage
• Consider putting fragile items in your carry-on.
• We’re not responsible for transit damage to fragile or valuable items in your checked luggage, read further our terms and conditions.