You land after hours of flying, wait at the baggage carousel, and your suitcase never arrives. All the other passengers leave. The carousel stops. An airline representative tells you: "Your baggage is not on this flight."
Your trip has just begun, and you are already without clothes, toiletries, and perhaps even essential medication. You have to buy everything out of your own pocket, hoping that your suitcase will arrive within a few days.
What many passengers do not know is that these expenses are not your responsibility. The Montreal Convention requires airlines to reimburse the necessary expenses you incur while waiting for your baggage. And if your delayed baggage is the result of a delayed flight or a missed connection, you may also be entitled to compensation of up to €600 with ReFly, without paying anything upfront.
What Is Delayed Baggage and How Is It Different from Lost Baggage?
Baggage is considered delayed when checked baggage is not delivered to the passenger upon arrival at their destination but is later located and returned within a certain period. This is the most common type of baggage-related disruption: according to SITA data, in 2023 approximately 7.6 bags per 1,000 passengers experienced some form of mishandling, with the vast majority involving delivery delays.
The distinction between delayed and lost baggage is important and has significant practical consequences:
| Situation |
Definition |
Applicable Regulation |
| Delayed Baggage |
Located and returned within 21 days of the PIR |
Montreal Convention — reimbursement of expenses |
| Lost Baggage |
Not located within 21 days of the PIR |
Montreal Convention — compensation up to ~€1,300 |
| Damaged Baggage |
Returned with damage to the suitcase or its contents |
Montreal Convention — repair/replacement reimbursement |
In all three cases, the applicable legal framework is the 1999 Montreal Convention, implemented in the EU through Regulation (EC) No. 889/2002. The airline is responsible for checked baggage even without fault: passengers are not required to prove negligence on the part of the carrier.
Suitcase Not Arrived: What to Do Immediately at the Airport
Everything you do in the first few minutes after landing can make a difference in protecting your rights. Follow these steps in the correct order:
-
Do not leave the baggage reclaim area: go directly to the airline's Lost & Found office, located in the arrivals area of every airport.
-
Complete a PIR (Property Irregularity Report): this is the official incident report. Without it, you cannot claim reimbursement of expenses or, if the baggage is ultimately lost, compensation. Always keep a copy.
-
Obtain the reference number: the PIR provides a code that allows you to track your baggage through WorldTracer® or the airline's baggage tracking portal.
-
Provide a delivery address: give the airline representative the exact address where you will be staying in the coming days (hotel, relatives' home, etc.) so the baggage can be delivered as soon as it is found.
-
Keep all receipts: from this point onward, every necessary expense you incur may be reimbursable. Keep the original receipts for all purchases.
What Expenses Can You Claim?
The Montreal Convention allows reimbursement of reasonable and necessary expenses incurred because of delayed baggage. The key principle is proportionality: expenses must be strictly necessary during the waiting period and appropriate to both the duration of the delay and the nature of the trip.
| Category |
Examples of Reimbursable Items |
Notes |
| Clothing |
Underwear, socks, t-shirts, essential trousers |
Essential items only, not luxury goods |
| Toiletries |
Toothbrush, toothpaste, deodorant, razor, shampoo |
Basic products, not perfumes or cosmetics |
| Medication |
Urgent medication that was inside the baggage |
Highest priority, document with a prescription if possible |
| Essential Accessories |
Phone charger, power adapter |
Only if strictly necessary for the trip |
What Is Not Reimbursed
Not all expenses are reimbursable. Airlines may refuse reimbursement for purchases considered unnecessary or disproportionate to the circumstances:
-
Designer or luxury clothing, even if similar items were inside the baggage.
-
Items already available at the destination (for example, toiletries provided by a hotel).
-
Expenses that are not supported by original receipts or invoices.
-
Purchases made after the baggage has been returned.
How to Submit a Claim for Reimbursement
Once your baggage has been returned, you have 21 days from the date of delivery to submit a formal claim to the airline. After this deadline, your right to reimbursement expires.
The following documents should be attached to your claim:
-
Original PIR issued at the airport when the delay was reported.
-
Boarding pass or flight booking confirmation.
-
Baggage identification tag (the label attached to your baggage at check-in).
-
Original receipts for all expenses incurred, clearly indicating the items purchased.
-
Bank details (IBAN and SWIFT/BIC where applicable) for reimbursement.
The claim can be submitted through the airline's online form, by email, or by registered mail to the customer relations department. It is advisable to submit the claim in writing and keep proof of submission.
Important Deadlines to Remember
Meeting the applicable deadlines is essential. Here is a clear summary of the key time limits:
-
Immediately at the airport: complete the PIR before leaving the baggage reclaim area.
-
Within 21 days of baggage delivery: submit a written claim with all receipts to obtain reimbursement of expenses.
-
After 21 days without any update following the PIR: the baggage is officially considered lost and you may begin the lost baggage compensation process (up to ~€1,300).
-
Within 2 years of the flight date: general limitation period for any legal action (Article 35 of the Montreal Convention).
Was Your Baggage Delayed Because Your Flight Was Delayed? This Is Where ReFly Can Help
In most cases, delayed baggage is not an isolated event: it is the direct result of a delayed flight, a missed connection, or an operational issue caused by the airline. The baggage may not have been transferred in time to the next aircraft or may have been left behind at a connecting airport.
In these situations, it is important to distinguish between two separate rights:
-
For delayed baggage: reimbursement of expenses must be requested directly from the airline under the Montreal Convention, following the procedure outlined in this guide.
-
For a delayed flight or missed connection: if you arrived at your final destination more than 3 hours later than scheduled, you may be entitled to compensation ranging from €250 to €600 under EU Regulation 261/2004. This is where ReFly can help.
What ReFly Does for You
ReFly does not handle reimbursement claims for delayed baggage expenses. However, if the baggage issue is connected to a flight delay or missed connection, our team can help secure the compensation you are entitled to. Here's what we do:
-
Free case assessment: we quickly determine whether, in addition to the baggage issue, you may also be entitled to compensation for a delayed flight or missed connection.
-
Complete claim management: we handle all communication with the airline, eliminating long waiting times and avoiding vague responses.
-
No upfront costs: you only pay if we successfully obtain compensation for you.
-
Proven expertise: our team has extensive knowledge of passenger rights and aviation regulations, ensuring the highest level of support.
With ReFly, you can address both issues effectively: baggage reimbursement directly with the airline, and flight compensation with us.
IT ONLY TAKES 2 MINUTES
How can I get my compensation?
Here's how to do it in 3 simple steps:
1
Submit your compensation claim
It only takes 2 minutes to describe your case and submit the claim. No documents to upload right away.
2
We fight for your rights
Our lawyers handle all communications with the airline and, if necessary, the legal proceedings.
3
Receive your compensation
Once we have obtained the compensation, you will receive the money directly into your bank account.
Find out more about:
Passenger rights in the event of flight disruptions
Frequently Asked Questions About Delayed Baggage and Expense Reimbursement
Do not leave the baggage reclaim area. Go to the airline's Lost & Found office and complete a PIR (Property Irregularity Report). Keep a copy of the report, your boarding pass, and your baggage tag: these documents are essential for claiming reimbursement of expenses and compensation.
You can request reimbursement for strictly necessary expenses incurred while waiting for your baggage, such as essential clothing, toiletries (toothbrush, toothpaste, deodorant), urgent medication, and other basic necessities. Always keep the original receipts and submit them together with your formal claim to the airline.
You must submit a written claim to the airline within 21 days from the date your baggage is returned to you. After this deadline, you lose the right to reimbursement of expenses. The general limitation period is 2 years from the date of the flight.
If you have not received any news about your baggage within 21 days of filing the PIR, it is officially considered lost. From that moment, you can begin the compensation procedure for lost baggage, with compensation of up to approximately €1,300 under the Montreal Convention.
Yes. Under the 1999 Montreal Convention, the airline is responsible for checked baggage and must reimburse documented necessary expenses incurred during the delay. The overall maximum liability limit is 1,288 SDRs (approximately €1,300–€1,600), although in practice reimbursement is generally limited to the actual documented expenses incurred.
Yes. In many cases, baggage is not transferred in time to a connecting flight because the first flight was delayed. In such situations, in addition to reimbursement of baggage-related expenses, you may also be entitled to a compensation of up to €600 under EU Regulation 261/2004 for the overall arrival delay. ReFly handles exactly this type of compensation.
ReFly does not handle the direct reimbursement of expenses related to delayed baggage, as these claims must be submitted to the airline. However, if your baggage was delayed because your flight was delayed or because you missed a connection, ReFly can help you obtain compensation of up to €600 under EU Regulation 261/2004. The assessment is free, and you only pay if we successfully obtain compensation for you.
