Going on holidays is always exciting and can take quite a bit of planning, from where to go to what to pack. Making a list of everything you’ll need and some extras you’ll want as well as those ‘just in case’ items is an important part of holiday prep. But what happens when you’ve completed your list, packed your bag, checked it in but it doesn’t turn up when you touch down?
Delayed luggage is a stressful way to start to a holiday, and consumers can be left unsure about what their airline will do for them. If you’re travelling abroad, here’s what you need to know about lost luggage.
What are my rights when luggage is delayed?
Once you check in a piece of luggage, the airline you’re flying with is responsible for it arriving intact at your destination airport. You have rights if you discover your luggage is delayed. These rights apply if:
- Your flight both departs and arrives within the EU and is with any airline
- Your flight arrives in the EU from outside the EU and is with an EU airline
- Your flight departs from the EU to a non-EU country and is with an EU or non-EU airline
You may also be entitled to claim reimbursement from the airline for the cost of replacing essential items while your luggage is delayed.
However, what your entitled to varies by airline and most airlines only pay if you are on your way to a destination but will not if your luggage is delayed on your return journey home. If you have travel insurance, your cover may reimburse more costs than what the airline is prepared to pay.
Airlines are responsible for your luggage while it is in their possession, however, they may not be liable for knock-on losses you may suffer from your delayed luggage, such as missing the start of your cruise because you had to wait for your bag.
What to do if your luggage goes missing
Report your luggage as missing
If there is no sign of your suitcase when you arrive at your destination airport, go immediately to the airline’s baggage office or service desk and report your lost luggage.
You should then fill out a Property Irregularity Report (PIR) form, which are available from airline staff in the arrivals area of every airport. This is the most important step, and you must do this before you leave the airport to ensure you are able to claim your luggage and claim any compensation owed later. Take a copy of the PIR form with you and keep it in a safe place.
If your trip involved multiple airlines, you can lodge a claim with any of them, but it’s best to start with the last leg of your journey as that airline often handles the claim.
Check your airline policy
While you may have the right to claim reimbursement for basic necessities you need to replace while your luggage is missing, the details of what exactly is covered varies from airline to airline.
Generally, you can claim for essential items such as basic clothing, toiletries and medications but some airlines have a maximum daily allowance and will not compensate for the direct value of your items. Be sure to check the policy before you make any replacement purchases so that you know what is covered.
Keep receipts
To ensure you are compensated properly, it is best to keep spending to a minimum and to keep itemised receipts for all purchases. Remember only essential items are likely to be covered so bear that in mind when replacing your items. An airline, for example, will not consider designer clothes as “basic clothing.”
How do I claim compensation for delayed luggage?
If your luggage is delayed, you have 21 days from the date on which you receive your luggage to send your claim in writing to the airline and request reimbursement for the necessary purchases. We have a delayed luggage compensation letter template if you need it.
Be sure to attach a copy of your PIR form, boarding pass, luggage receipt and receipts for your purchases to your written complaint.
If your luggage is delayed for more than 21 days from the date on which you were supposed to arrive at your destination, or if it is never returned to you, it is considered lost. You can find out more information about your rights if your luggage is lost here.
Still having issues?
If you have a complaint about delayed luggage with an airline headquartered in another EU country and you are unhappy with the outcome having followed our steps, you can submit a complaint to ECCI through our website.
Our website has plenty of further information about luggage when travelling abroad.