At the airport, before you leave
- Go to the baggage desk (Baggage Services or Lost & Found): usually near the belts. Don't leave the hall before reporting: doing it later is much harder.
- File a baggage report: often called a PIR (Property Irregularity Report). You'll need your boarding pass and the bag tag receipt you got at check-in.
- Describe the bag precisely: colour, brand, size, any distinctive marks, and some of what's inside.
- Give your hotel address and phone number: so the airline can deliver the bag when it arrives.
- Get the reference number: and photograph the report. You use this number to track the bag online.
In the first few days
Ask at the same desk about essentials: many airlines reimburse basics like toiletries and a day or two of clothes until the bag arrives. Buy only what you need, and keep every receipt. Track the report daily on the airline's website or the baggage tracking link they give you.
If you have travel insurance, tell your insurer too. Many policies pay for essentials bought because of a delayed bag.
The claim deadlines
Most international flights are covered by the Montreal Convention, which sets deadlines you must meet or you may lose the right to compensation:
| Situation | Deadline | Note |
|---|---|---|
| Damaged bag | 7 days from receiving it | Photograph the damage and report it before leaving the airport if you can |
| Delayed bag | 21 days from receiving it | Claim in writing, with receipts |
| Lost bag | Considered lost if not delivered within 21 days | Send a list of the contents and their value |
Compensation has a ceiling under the convention of about 1,519 Special Drawing Rights, roughly 2,000 US dollars per passenger. If your bag holds more valuable items, you can declare a higher value at check-in for an extra fee, or better, carry valuables with you.
How to make lost luggage less likely
- A name tag outside and a note inside: your name, phone and email, plus a copy of your itinerary inside the bag.
- Photograph the bag and its contents: before you close it. Photos make the report and claim easier.
- A small tracker: trackers that run on a small coin battery are allowed in checked bags and show you exactly where your bag is.
- A distinctive bag: an unusual colour or a bright strap, so no one takes it by mistake.
- Watch out for short connections: the shorter the layover, the more likely your bag misses the second flight.
- Important things in your carry-on: medicines, documents, electronics, jewellery and a day's clothes.
Our advice: if this happens while you're travelling with us, tell our team straight away. We help you follow up the report with the airline and sort out what you need until the bag reaches your hotel.