Lost, delayed or damaged baggage

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 last name. There, you can also update your contact details, change your delivery address, or add further information.

During the first five days after the loss report, our local handling partner is responsible for searching for your baggage.

If your baggage has not been found after these five days, please fill out a detailed list of contents via our self-service. Based on your details, our service partner Fraport will initiate an extended baggage search. This can take up to three weeks.

If your baggage cannot be located, Fraport will forward your case directly to our Customer Service Team. They will inform you about the outcome of the baggage search and the next steps.

Costs due to baggage delay
Until your baggage is delivered, you can purchase urgently needed replacement items within the scope of statutory liability. Please keep the resulting costs as low as possible. Unfortunately, we cannot reimburse you for replacement items you already own.

After receiving your baggage, we will check your refund claim. Please submit the online reimbursement form within 21 days of receiving your baggage and attach the corresponding receipts.

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 72 hours 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 34d
D-65451 Kelsterbach
www.dolfi1920.de
info.germany@dolfi1920.de
Service 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 have forgotten an item on board a Condor flight, please fill out the form below and contact the Lost & Found counter at your arrival airport with it.

Lost items are usually stored at the respective arrival airport for up to four weeks. During this period, please direct all inquiries regarding lost items to the Lost & Found counter at the respective airport.

Search query for lost items (PDF, 69 KB)

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).

• In the case of checked baggage, liability applies regardless of fault, unless the baggage was already damaged beforehand.
• Liability for checked baggage begins upon acceptance and ends upon return.
• In the case of unchecked baggage, we are only liable for our negligence.
• We are not liable for carry-on baggage, valuables such as jewellery, cash, business papers, samples, passports, medication or fragile and perishable items. These items should therefore remain in the traveller's care.