Delayed or damaged baggage

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 1,288.00 (approx. € 1,500.00, 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, it is possible that you present a completed special declaration at check-in to increase the limit of liability and pay a surcharge 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.

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.

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. 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.