We do our best to deliver your baggage to you as soon as possible. Your next step is to create a delay report on your baggage either online or with our ground crew at the airport. You can then continue your journey, and we will contact you personally to organize the delivery of your baggage as soon as it has arrived.
Did you receive a message about your delayed baggage?
We do our best to send you an SMS or email about your delayed baggage with further instructions. If you received the message, please follow the given instructions to finalise the delay report on your baggage. Depending on your destination, we guide you to do it either online or with our ground crew at the airport.
Your options to create a delay report
If you didn’t get our further instructions via SMS or email, your options to create a delay report on your baggage depend on the airport you are at.
You can create the report online, or if you prefer our personnel to create it for you, please contact our ground crew at the Arrival Service desk.
Please note that at some airports delivering your bag may require customs clearance. You can ask for more details at the Arrival Service desk.
What information do I need to make a report?
You will need the following information to finalise a delay report:
- Your name and contact details
- Your flight information
- Your baggage receipt number
- Description of your delayed bag (brand, size, color)
Can I track my bag?
After creating the delay report, you will receive a property irregularity report (PIR) with a report number. With this number you are able to follow the status of your bag via the worldwide WorldTracer service.
If you have questions regarding your delayed baggage, the local arrival service helps you. You’ll find their contact information in the delayed baggage report.
In case your baggage has not been found within 72 hours, please provide us with more information through this form.
In case your baggage was delayed, you can apply for compensation from your insurance company or from us. We compensate reasonable costs of necessary items you purchase during your trip. Please send your request to us through this feedback form. We ask you to do it within 21 days of receiving your baggage. Please keep all the documents as long as your request is fully resolved.