This Article aims to help passengers by outlining what to do if your luggage is damaged, lost or delayed.

Compensation

• You are entitled to compensation, under the Montreal Convention, of around £1,300 if your luggage is destroyed, damaged or lost.  
• If the value of your luggage is greater than £1,300 you need to declare the value to the airline when checking in.
• You should also make sure your insurance policy is sufficient to cover the contents of your luggage.
• If your luggage has been damaged: report the problem to airline staff in the baggage hall before you leave the airport; this should be recorded in a Property Irregularity Report (PIR); and make sure to obtain a copy of the PIR as this will support your claim for compensation from the airline.
• To assist your claim for compensation, keep the luggage tags which were attached at check-in. If possible take photographs of the damage caused to your luggage.
• You must make a written complaint within seven days from the date you receive your luggage otherwise you will be unable to claim compensation.
• To ensure you have proof of delivery, send your complaint by recorded delivery.

Delayed luggage

Airlines have different rules about how they can help if your luggage is delayed. Airlines can offer one of the following options:

• an immediate, one-off cash payment to cover emergency purchases;
• a set amount per day until the delayed bag is returned; or
• a refund for emergency purchases and essential expenses on submission of receipts.

Lost luggage

If your luggage has not been found after 21 days you should write to the airline to claim compensation detailing the value of the items lost.

For more information, please see the Consumer Council website.