Lost, delayed or damaged baggage

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?

You can follow the status of your bag via the global WorldTracer service with a reference number. You should have received the number via email after submitting the initial delayed baggage report. The reference number consists of letters and digits, for example, ABCYZ12345.

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.

Compensation

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.

It is good to know that baggage is handled mechanically during air travel, and normal wear that doesn’t affect the bag’s usability doesn’t give grounds for compensation. Please note that we cannot process reports made over 7 days after your flight.

Your options to create a damage report

When you notice the damage of your baggage, please create a damaged baggage report at finnair.com/bag. You can also see our agent at the airport Arrival Service desk to verify the damage and create a damage report. You can also apply for compensation from your insurance company.

After creating the damage report, you will receive a damage report number and further instructions for repair or replacement.

What information do I need to make a report?

You will need the following information to finalise a damage report:

• Your name and contact details
• Your flight information
• Your baggage receipt number
• Description of your damaged bag (brand, size, color)
• Description of the happened damage
• Pictures of the damaged baggage

Compensation

We primarily try to repair damaged baggage. When you create a damage report within 7 days either at the airport or online at finnair.com/bag, you will receive further instructions.

If you live in Finland, Sweden, Norway or Denmark, you can contact the Bag Support service. In other countries, you can contact Dolfi1920. The damage report is valid for 2 months.

Normal baggage

Finland, Sweden, Norway and Denmark

Log in to the Bag Support service at www.finnair.bagsupport.net. In this service, you can register and report damaged baggage for evaluation and repair. All reports are processed according to Finnair's rules and guidelines.

Alternatively, you can visit an official Samsonite store. You can find the nearest store at www.samsonite.com. Please note that Bag Support or Samsonite stores do not handle Rimowa repairs. For Rimowa repairs, please contact Dolfi1920.

Other countries

Log into the Dolfi1920 service at www.dolfi1920.de. In this service, you can register and report damaged baggage for repair and compensation. All reports are processed according to Finnair's rules and guidelines. Dolfi1920 also handles Rimowa repairs.

Special baggage

Strollers

In Finland, damaged strollers can be repaired and evaluated in all Lastentarvike stores. You can find the nearest store at www.lastentarvike.fi. You can also use the Dolfi1920 service for stroller repairs and evaluations by registering at www.dolfi1920.de.

Golf equipment

In Finland, damaged golf equipment can be repaired and evaluated in all Golf Center stores. You can find the nearest store at www.golfcenter.fi. You can also use the Dolfi1920 service for golf bag repairs and evaluations by registering at www.dolfi1920.de.

Other special baggage

For repair of backpacks, sports bags or ski bags, you can use the Dolfi1920 service by registering at www.dolfi1920.de.

Please note that Dolfi1920 does not repair special baggage such as sports equipment, musical instruments, wheelchairs, etc.

If you use other than Finnair's partners to repair special baggage, keep the receipts and send them to your insurance company or Finnair. If you are claiming compensation from Finnair, you can send the request via the feedback and compensation form.

Please keep all the documents and the damaged baggage as long as your request is fully resolved.