Damaged or lost bags and items

Report it at the airport first

If your checked bag doesn't arrive or is damaged, go to the baggage services / lost & found desk in the arrivals baggage hall before you leave. The handling agent there works on our behalf.

1. Fill in a Property Irregularity Report (PIR) with your boarding pass and bag tag. Describe the bag: colour, brand, size and anything distinctive.
2. Keep your PIR reference (it looks like SKPFB12345). You need it to track the bag and to claim.
3. Leave a delivery address and phone number so a delayed bag can be brought to you.

Delayed bags

• Most delayed bags arrive on the next flight and are delivered to the address you gave, free of charge.
• You can buy reasonable essentials such as toiletries and a change of clothes while you wait. Keep the receipts; we reimburse reasonable costs.
• Claim within 21 days of receiving the bag, with your PIR reference and receipts.
• If the bag hasn't been found after 21 days, it is treated as lost.

Damaged bags

• Report visible damage at the airport and claim within 7 days of receiving the bag. Damage to contents you notice at home must also be reported within 7 days.
• Keep the damaged bag and items until the claim is settled, and take clear photos.
• Include a repair quote or proof of the bag's value and age. We repair or pay the depreciated value, not the price of a new bag.
• Normal wear is not covered: small cuts, scratches, dents and marks, and damage to parts that stick out, like wheels, handles, straps and feet, unless the bag itself was damaged.

Lost bags

If your bag is declared lost, send us a claim with your PIR reference, a list of what was in the bag with approximate values, and receipts where you have them. Airline liability for baggage is limited by the Montreal Convention (currently about 1,519 Special Drawing Rights per passenger, roughly €1,800 — the exact amount depends on the exchange rate) unless you declared a higher value before the flight.

Items left on board or at the airport

• Left on the aircraft: send us a message as soon as possible with your flight number, date, seat and a description. Items found on board are handed to the airport's lost property office.
• Left in the terminal or at security: contact the airport's lost property office directly — the airport, not the airline, keeps these items.
• Items are usually kept for a limited time, so get in touch quickly.

How to send a claim

1. Open the contact form and choose "Baggage, seats and extras".
2. Include your booking reference, PIR reference, bank details for payment and a phone number.
3. Attach photos, receipts and repair quotes by replying to our first email.

We confirm receipt within one working day and aim to settle claims within 30 days. For flights on partner airlines, the operating airline handles baggage claims; we'll tell you where to send it.

If you have travel insurance from our insurance partner, you may be able to claim any amount above the airline limit from your insurer.