Damaged, Delayed & Lost bags

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  Reporting a Damaged Bag

Loss, delay or damage of checked baggage must be reported at your arrival airport.
You will be given a Property Irregularity Report (PIR) at the arrivals desk. You can then use the PIR reference to check if there is any update on the tracing of your bag.

Claim Procedure

Once a claim has been made please be aware of the following:
Copies of original receipt(s) for damaged /delayed or lost item(s) will be requested. Damaged items and original receipts must be retained until the claim has been finalized.
A replacement bag receipt in lieu of original damage bag receipt cannot be accepted.

Submit a claim

Claim Processing Times

Damaged & delayed baggage claims will be processed within 15 working days of receipt.
Lost baggage claims will be processed within 28 working days of receipt (once the full baggage tracing process has been completed).
We will respond using the postal/email address provided in the claim form.