Expert legal advice at a fair price
We'll guide you step by step to achieve the best outcome for you.
Get legal advice£99/year or £9/month + £28 joining fee. Service provided by W? Ltd.
The airline has lost or damaged my bag, what can I do?
How to get airline compensation for lost or damaged luggage
Are airlines responsible for lost or damaged luggage?
According to the Montreal Convention, airlines are responsible for the bags they allow you to check in, although their liability is limited.
If you're carrying something valuable, you should either get a 'special declaration of interest in the delivery of your luggage' from the airline or carry the item in your hand luggage.
For mishandled baggage claims, the maximum liability limit for airlines is around £1,000 per passenger, though the Civil Aviation Authority says it would be very rare for you to receive this much.
Claims are assessed in two ways:
- damage or loss caused by delay of passengers, baggage or cargo
- damage caused by the destruction, loss or damage to baggage
For delayed luggage, you can claim for the cost of buying essential items while you were without your bags. And for lost luggage, you can claim compensation for the loss of your belongings.
However, you may be also be able to claim for incidental expenses related to the mishandling of baggage. These expenses may include the cost of transport to pick up a delayed bag from the airport.
If your luggage is damaged
If you arrive in the baggage hall to find your luggage has been damaged, go to the relevant luggage handling counter at the airport and fill in a Property Irregularity Report (PIR).
You will also need to put in a written claim to the airline within seven days.
The airline will then contact you to discuss the extent of the damage and its recourse, which could take the form of a new suitcase.
It's not a legal requirement to have a PIR, but it does speed up the claims process.
If the airline accepts your claim, they may pay for your baggage to be repaired, or they may offer to provide replacement baggage.
If your luggage is lost
If your luggage doesn’t arrive, you must also go to the relevant luggage handling counter at the airport and complete a Property Irregularity Report (PIR).
Before leaving the terminal, get a copy of this and take the handling agent's contact details.
The agent will be able to track your luggage using its barcode and should tell you what's happened.
Before travelling, it's useful to make sure that your details are attached outside and inside your case.
If you're concerned about security and don't want to include your name and address on the bag, simply include your mobile number or email address so you can be contacted.
Cabin baggage
If your cabin baggage is unexpectedly moved to the hold, airlines are liable for lost and damaged hold luggage.
Which? Travel readers have reported jewellery, cash and tablets going missing from cabin bags that were unexpectedly put in the hold.
Many airlines state in their T&Cs that they will not pay out for any valuables that go missing. But airlines cannot opt out of luggage liabilities, so it’s worth pursuing a claim for lost or damaged luggage, or items that have gone missing from your cabin bag.
Buying replacement items
When you arrive at your destination without your bag, you'll probably need to spend money on essentials.
But don't go on a shopping spree - buy only what you need and keep receipts.
In most cases, the airline will quickly trace your bag and will have it delivered to you, free of charge, in the next day or two.
How to make a claim
If your luggage has been damaged or lost, you can claim compensation from either the airline or your travel insurance provider.
Unless you make a 'special declaration of interest in the delivery of your luggage', the most an airline can pay you is the equivalent of 1,288 Special Drawing Rights.
Special Drawing Rights are based on the value of five major currencies. You can find out their current value on the International Monetary Fund's website.
If you want to claim compensation for damaged luggage, write to the airline within seven days of receiving your luggage.
You'll need to provide receipts, bank statements or another proof of value to demonstrate the worth of your bag and its contents.
Airlines will look at the value of the lost or damaged item based on its age when lost.
If your luggage was delayed, you need to make a claim to the airline within 21 days of receiving your bags.
If your bags haven't turned up after 21 days, they are considered lost. Airlines and courts may take different views as to how soon a complaint must be made for lost luggage. It's best to write a complaint as soon as possible. You can use our template letter to do this.
Airlines, however, generally do not accept any liability for inconvenience, stress or any consequential losses arising from the delay or loss of baggage, although if the flight was part of a package, you should put in a claim for this against the tour operator.
But be warned: the compensation you receive is unlikely to cover the full cost of replacing the items, and you may be better off claiming on your travel insurance policy. It's a good idea to check your insurance policy first.
If you're not happy with the airline's response
If you're not happy with how your claim has been handled, you can try complaining to the Civil Aviation Authority (CAA).
The CAA will consider your claim only if the airline or airport in question isn't a member of an alternative dispute resolution (ADR) scheme.
You can check if the airline is part of an ADR scheme before making your complaint.