Lost, delayed or damaged baggage
If your baggage arrived late or was damaged, please accept our apologies.
If your baggage arrived late or was damaged, please accept our apologies.
Use our self-service for delayed or damaged baggage:
Alternatively, our Lost and Found counter is available at the airport. As soon as your baggage is found, we'll inform you.
You can check the current status of your baggage search at any time by logging into our mybag.aero self-service with your reference number and name. You can also make changes there. During the first 5 days, our handling agent on site is responsible for locating your baggage.
If your baggage has not arrived after 5 days, please fill out a detailed list of contents via our self-service. With your details, our service partner Fraport will carry out a thorough search, which can take up to 3 weeks. If your baggage cannot be located, Fraport will forward your case directly to our Customer Service Team and inform you of the outcome.
Costs due to baggage delay
Until your baggage arrives, you may buy items you urgently need within the statutory maximum liability. You are required to keep these costs as low as possible. Unfortunately, we cannot reimburse you for replacement items you already own. Once your baggage has been delivered, we will check the replacement purchases you have made. Please complete this online reimbursement form within 21 days of receiving your baggage.
Please report the damage via our mybag.aero self-service or contact our Condor Lost and Found counter before leaving the airport. Please note that you can only report through the self-service within 5 days after your flight.
Claims settlement
In order to settle the claim, you need to file the claim immediately (in addition to the damage report), but no later than 7 days after receiving your baggage. Please contact one of our service providers or your baggage insurance company.
If you wish to settle your claim directly via Condor, please contact our Customer Service team immediately, but no later than within 7 days.
Damage to mobility equipment and loss of baggage contents
If your mobility aid has been damaged or items are missing from your baggage, please contact our Customer Service team immediately, but no later than within 7 days.
Dolfi 1920 GmbH
Langer Kornweg 34c
D-65451 Kelsterbach
www.dolfi1920.de
info.germany@dolfi1920.deService available in Germany and worldwide
Flughafen Gepäck Service
Terminal 1, Hall B Arrival
D-60549 Frankfurt/Main
www.fgs-frankfurt.de
kundenservice@fgs-frankfurt.deService only available in Germany
If you've forgotten something on board a Condor aircraft, please contact the Lost and Found counter at your arrival airport. After two to four weeks, the lost property is sent to Condor. After this period, please complete the form below and send it to us by post, fax or scanned by email. Unfortunately, we cannot process your request without this form completed and signed.
In accordance with the Montreal Convention, we are liable for damage to and loss of baggage up to an amount of 1,519.00 SDRs (approx. €1,900.00 depending on the current exchange rate).
If your baggage is delayed, we sincerely apologize!
You can buy urgently needed items as long as your baggage hasn't arrived. We'll refund you a portion of these costs back. However, you are obliged to keep the costs relatively low. If you buy something at home, we can't refund it.
When your baggage arrives, we will check your replacement purchases. Please fill out our online form within 21 days. Find out more here.
Please note that the Montreal Convention applies here. We are not liable for certain valuables.
Our worldwide service provider, Dolfi 1920 GmbH, is processing your baggage damage claim. This usually takes 14 business days. In urgent cases, for example if you have to leave soon, your application might be prioritized. You can find more information here and on the Dolfi 1920 website at this link.
The Lost and Found office is typically located in the baggage claim zone at the airport.
If your baggage isn't found despite our efforts, it'll be considered lost after 21 days. In this case, you are entitled to compensation according to the provisions of the Montreal Convention.
Yes, you can insure your baggage with Condor using HanseMerkur travel insurance. You can add travel insurance directly when booking your Condor flight. If you've already booked, you can add the insurance later. Find more info about travel insurance here.
The duration of the process can vary. Our staff at the airports are working as fast as they can to find lost baggage.