Baggage and Animals

Delayed or damaged baggage

Did your baggage not arrive or is it damaged? Here, you can find all of the important information.

General Information

Make sure to label all of your baggage items (including hand baggage) with your name, home address and holiday address.

Put important documents, valuables and medication in your hand baggage.

According to the standards of the Montreal Convention we will reimburse up to SDR 1,131.00 (approx. € 1,000.00 – 1,200.00, depending on the current exchange rate) in the event of destruction or loss of or damage to baggage.

  • Checked baggage is covered by strict liability, provided the baggage was not already damaged prior to check-in. We are only liable for non-checked baggage if we are at fault.
  • If the value of your baggage exceeds the amount stated above, you are required to inform us when you check in or make sure that your baggage is fully insured before you travel.
  • Our liability for checked baggage begins when we accept the baggage and ends when we return the baggage to the traveler.
  • However, airlines are not liable for hand baggage, valuables such as jewelry, banknotes, business papers, samples, passports, medication, or fragile or perishable items. These items should therefore remain in the care of the passengers.
  • We recommend taking out an additional traveller’s baggage insurance policy.

Delayed Baggage

Baggage Tracing

Your baggage didn't arrive? We make every effort to trace and find a missing baggage item as quickly as possible and return it to you. Please report your missing baggage already at the airport. You can track your lost baggage claim status online at Worldtracer:

Trace your baggage here

You can also report your missing baggage at home via this link.

If your baggage has not been returned to you within 5 days, we will initiate an extended search. Therefore, we need a detailed list of the contents in the baggage.

Reimbursement for Delayed Baggage

You have the option to purchase urgently needed items within the limit of the legal maximum liability until your baggage arrives. You are obliged to keep the cost of the purchases as low as possible.

Items purchased at the place of your permanent residence will not be refunded.

After your baggage has been delivered, we will verify the replacement purchases. Please fill out this form within 21 days.

Damaged Baggage

If your baggage is damaged, please immediately contact the “lost and found” department at the airport upon arrival. A Property Irregularity Report (PIR) will be created there.

Condor offers a baggage repair service in cooperation with Flughafen Gepäck Service Frankfurt (FGS) and Dolfi 1920 GmbH. The damaged baggage will be examined and repaired there. If a repair is not possible, it will be replaced by a new baggage item of equal value.

You will be provided with the required forms and information directly at the airport when you report the damage. With these forms, you can make arrangements with our respective partner to have your baggage item picked up free of charge or have your case processed directly on-site (in Frankfurt). The damaged baggage item must be sent to FGS or Dolfi or arranged for pick-up no later than within 7 days.

If you discover the damage only on your return home, or where luggage is delivered late, the online notification must be made without delay, together with evidence of the flight, and received at our contract partner Dolfi 1920 GmbH within 7 days of your arrival.   

To report damaged baggage, please complete the damaged baggage form.

The decisive date in all cases is the date on which the information was submitted to our Customer Service Department or our contractual partners Dolfi 1920 GmbH or FGS Frankfurt. The issuance of a PIR does not constitute adherence to the deadlines specified above. Our partners will make every effort to support and assist you with this matter.

Lost Baggage

Loss of Baggage Contents

The loss of baggage contents must be reported immediately, but no later than within 7 days, to the Customer Service Department. To report the loss, please complete the following form:

Are contents of your baggage missing? Report loss of baggage contents

If contents of your checked baggage are missing, we must receive a written notification immediately, but no later than within 7 days or in the case of delayed baggage, no later than within 21 days, after the baggage has been returned to you. To report lost contents or damaged baggage, please complete the damaged baggage form:

Report loss of baggage contents

Missing items will be reimbursed within the limit of the legal maximum liability, after verification. However, we do not assume liability for valuables as well as jewellery, camera equipment, electronic devices, documents or medications!

The decisive date in all cases is the date on which the information was submitted to our Customer Service Department or our contractual partners Dolfi 1920 GmbH or FGS Frankfurt. The issuance of a PIR does not constitute adherence to the deadlines specified above. Our partners will make every effort to support and assist you with this matter.

Lost Hand Baggage

If you accidentally leave something on a Condor plane, please contact the Lost & Found counter at your arrival airport. After a storage period of two to four weeks, lost property is sent to Condor. After this period has elapsed, please fill in the form below and send it to us by postal mail or fax or as a scanned e-mail attachment.

Please be aware that we are not able to process your request without this completed and signed form.