Lost Luggage on a Flight:
What to Do and How Much Compensation You Can Receive

Your Luggage Doesn't Arrive: What to Do Immediately at the Airport

The first rule is essential: do not leave the baggage reclaim area without reporting the problem. Every minute matters, and acting immediately is crucial to protecting your rights.

• Go to the Lost & Found office: every airport has one, usually located in the baggage reclaim area. The staff are specifically responsible for handling this type of situation.
• Complete a PIR (Property Irregularity Report): this is the official report used to record the issue. Without it, you will not be able to submit a compensation claim. Always keep a copy.
• Obtain the reference number: the PIR provides a code that allows you to track the status of your luggage through the WorldTracer® system or the airline's online portal.
• Keep all receipts: if you are forced to purchase essential items (clothing, toiletries, medication), keep all original receipts. These expenses may be reimbursed by the airline.
• Take photographs: if your luggage has been damaged, document the damage with detailed photographs before leaving the airport. Show the damage to the airline's staff and ensure it is officially recorded.

Delayed, Lost or Damaged Luggage: What's the Difference?

Not all baggage-related issues are the same. The law distinguishes between three different situations, each with its own deadlines and passenger rights.

In all three cases, the applicable legislation is the Montreal Convention of 1999, implemented within the European Union through Regulation (EC) No 889/2002. It establishes the strict liability of the airline for checked baggage: the carrier is liable even without fault, and the passenger is not required to prove any negligence.

How Much Compensation Can You Receive for Lost Luggage?

The Montreal Convention sets a maximum compensation limit of 1,288 SDRs (Special Drawing Rights), an accounting unit used by the International Monetary Fund. At current exchange rates, this corresponds to approximately €1,300–€1,600 per passenger.

The actual amount you may receive depends on the documented value of the contents of your luggage. For this reason, it is essential to prepare a detailed inventory of the items contained in the suitcase and, whenever possible, provide receipts or proof of purchase.

Can You Increase the Compensation Limit?

Yes. If you are carrying items worth more than the standard limit, you may make a special declaration of value at check-in and pay an additional fee to the airline. In that case, the maximum compensation amount will be increased to the declared value.

What About Hand Luggage?

Hand luggage is subject to different rules. The airline is only liable if fault on the part of its staff can be proven (subjective liability). The limit remains 1,288 SDRs, but the burden of proof lies with the passenger.

How to Submit a Claim to the Airline

After completing the PIR at the airport, you must send a formal claim to the airline's customer relations department. The following documentation is required:

• Booking reference or original ticket.
• Original PIR issued at the airport.
• Baggage identification tag (the label attached to your suitcase at check-in).
• Detailed inventory of the contents with the value of each item (for lost luggage).
• Original receipts for expenses incurred while waiting (for delayed luggage).
• Photographs of the damage and a repair estimate (for damaged luggage).
• Full bank account details (IBAN, SWIFT code) to receive reimbursement.

Did Lost Luggage Cause You to Miss a Connection? You May Be Protected Too

There is one scenario many passengers do not consider: lost or delayed luggage can cause a missed connecting flight. For example, a passenger may be forced to wait at the Lost & Found office to report the issue, or the luggage may fail to be transferred to the next aircraft in time, leading the passenger to wait for it and miss the departure.

In these situations, two separate legal frameworks may apply:

• For the luggage: protection is provided by the Montreal Convention, with compensation of up to approximately €1,300 for the value of the lost contents.
• For the missed connection: if the flights were booked under a single reservation and the delay of the first flight caused you to miss the second, resulting in an arrival delay of more than 3 hours, Regulation (EC) No 261/2004 applies, providing compensation from €250 to €600. This is exactly where ReFly can help.

Does Bureaucracy Stress You Out? Let ReFly Help

For reimbursement relating to lost luggage, you must contact the airline directly. However, if the disruption also caused a significant delay or a missed connection, ReFly can help you obtain the compensation you are entitled to under Regulation (EC) No 261/2004. Here's what we do for you:

• Free case assessment: we quickly verify whether, in addition to the luggage issue, you may also be entitled to compensation for a delay or missed connection.
• Complete claim management: we handle all communications with the airline, saving you from lengthy waiting times and unclear responses.
• No upfront costs: you only pay if we successfully obtain compensation for you.
• Extensive experience: our team of experts has in-depth knowledge of passenger rights and regulations, ensuring you receive the highest level of support.

With ReFly, you can turn a negative travel experience into a positive outcome without worrying about bureaucratic procedures.

Deadlines to Respect: Don't Lose Your Rights

One of the most common mistakes is waiting too long before taking action. The Montreal Convention sets precise deadlines: missing them means losing your right to compensation.

• Within 7 days of receiving the luggage: written claim for damaged luggage.
• Within 21 days of receiving the luggage: written claim for delayed luggage.
• After 21 days without any update from the PIR: the luggage is officially considered lost and you may begin the full compensation claim.
• Within 2 years from the date of the flight: general limitation period for any legal action (Art. 35 of the Montreal Convention).

Even if you still have time, it is always advisable to act as soon as possible: memories are fresher, documentation is easier to gather, and the chances of success are higher.

Practical Tips to Prevent Luggage Problems

Prevention is always better than having to deal with a disruption. Here are some good habits to adopt before every flight:

• Photograph your luggage before handing it in at check-in: having visual evidence of its original condition is very useful in case of damage.
• Attach an identification label both on the outside and inside of the suitcase with your name, phone number, and email address.
• Do not pack valuables in checked luggage: jewellery, electronics, important documents, and essential medication should always travel in your hand luggage.
• Pack a change of clothes in your hand luggage: if your suitcase is delayed, you will at least have what you need for the first few hours.
• Check your credit card coverage: many premium cards include an insurance policy for lost or delayed luggage, automatically activated if you purchased the ticket with that card.
• Arrive early for check-in: luggage checked in at the last minute is statistically more likely to be lost or not transferred on connecting flights.