How to File a Claim for Lost Luggage

Your suitcase hasn't appeared on the carousel, and the screen next to your flight number already shows that unloading is complete? A situation like this can effectively ruin the start of a holiday or a business trip. Fortunately, lost luggage does not automatically mean lost money. Knowing the procedures and deadlines lets you effectively pursue your rights and improves your chances of obtaining compensation.

What does lost luggage mean6 and when can you claim compensation?

Not every suitcase that fails to appear on the carousel after landing is immediately treated as lost. This is a very important distinction, because the status of your baggage determines both the passenger's rights and the complaint procedure. In practice, many people use the phrase “lost luggage” the moment they leave the arrivals hall, but airlines apply far more precise definitions.

Most often the problem concerns delayed baggage – luggage that did not arrive on the same plane as the passenger, but whose location the airline knows or is actively tracing. In such a situation the suitcase usually reaches its owner after a few hours, a few days or on a later flight. Only when the search produces no result within a defined period can the carrier consider the baggage lost.

For the traveller this means a significant difference. In the case of a delay you can claim reimbursement for essential purchases made while waiting for your baggage. If, on the other hand, the suitcase is declared lost, the option to pursue proper compensation for the lost items appears.

• Delayed baggage – did not reach the destination together with the passenger, but is still being traced or has been located.
• Lost baggage – the carrier accepts that the suitcase has been lost and will not be recovered.
• Damaged baggage – reached the destination but was damaged during transport.

In most cases airlines assume that baggage can be considered lost after about 21 days from the planned delivery, if it has not been found. In practice some cases end sooner, when the carrier states from the outset that recovering the suitcase is impossible. For the passenger this means moving from the waiting stage to the stage of pursuing compensation.

The basis of liability for most carriers operating international flights is the Montreal Convention. It is this convention that sets out the rules of airline liability for checked baggage. Thanks to it, passengers using international connections enjoy relatively uniform rights regardless of the country in which the airline is registered.

It is worth remembering that the carrier's liability does not mean the automatic payment of any amount indicated by the traveller. Airlines have the right to require documents confirming the value of the lost items, and the amount of compensation is subject to defined limits. That is why, from the very first moments after discovering that your suitcase is missing, you should keep all documents connected with your journey.

The type of baggage carried also matters. The broadest protection applies to checked baggage – that is, baggage handed over at check-in and carried in the hold. With hand luggage the situation is different, because for most of the time the passenger personally keeps it in their care. This is precisely why carriers often recommend carrying the most valuable items, documents or electronics in the aircraft cabin. If you are not sure how much you are allowed to take on board, it is worth checking in advance whether you can bring two carry-on bags.

The course of the journey itself is also not without significance. If the flight involved connections, especially operated by different carriers, establishing where the suitcase went missing can be more complicated. This does not change the fact that the passenger still has the right to report the problem and start the complaint procedure. The key is to act quickly and to document the event correctly.

For many travellers it comes as a surprise that a missing suitcase does not mean they have to bear all the costs of waiting for it to be found on their own. Certain financial entitlements may already appear at the stage when baggage is recognised as delayed. This is precisely why correctly distinguishing between delayed and definitively lost baggage is so important.

The most important rule is: do not wait passively for the carrier to contact you. From the first minutes after noticing the problem you should begin the formal reporting procedure. It is these actions that will later determine the effectiveness of the entire complaint and the possibility of obtaining reimbursement or compensation.

What to do immediately after discovering your suitcase is missing at the airport?

The moment when most passengers realise their baggage has not arrived looks similar. The carousel stops, only a few people remain around it, and the right suitcase is nowhere among those still circling. The natural reaction is stress, especially if the journey is to a country you do not know, or when the suitcase contains things you still need that same day. This is exactly when many people make their first serious mistake – they leave the airport without formally reporting the problem.

The most important steps should be taken while still at the airport. The sooner the loss of baggage is reported, the greater the chance of finding it and the easier it will later be to pursue your rights. Airlines and airport handling companies have procedures that allow them to check immediately where the mix-up may have occurred and whether the suitcase was held back at an earlier stage of the journey.

Where to report missing baggage after arrival?

Once you are sure the suitcase really will no longer appear on the carousel, you should go to the lost baggage service desk. It most often operates under the name Lost & Found or Baggage Service. Such desks are usually still located in the baggage reclaim area, before the passenger leaves the arrivals section of the airport.

The desk staff will ask you to present the basic documents connected with your journey. Most often these will be:

• your boarding pass,
• your passport or ID card,
• the baggage receipt obtained at check-in,
• information about the flight and any connections.

On the basis of this data the search for the suitcase begins. In many cases, after just a few minutes, the member of staff is able to check whether the baggage was mistakenly left at a transfer airport, sent to the wrong flight or is waiting for the next transport.

If the journey covered several legs, especially operated by different carriers, the identification process may take longer. This does not mean, however, that the suitcase is gone. Very often the problem results from limited connection time, an overloaded baggage sorting system or an error during loading. If a tight transfer is involved, your baggage may simply have stayed behind on an earlier leg – the same kind of disruption that can also cause you to miss a connecting flight.

It is also worth describing your baggage in detail. The more details you give the member of staff, the easier it will be to find it. What matters is not only the colour and size of the suitcase, but also distinctive stickers, straps, tags, covers or visible damage on its surface. It is often precisely such details that allow one black suitcase to be quickly distinguished from the hundreds of similar items in the system.

If you have a photo of the suitcase taken before the journey, it is also worth showing it. More and more people photograph their baggage before handing it over at the check-in desk, and it turns out to be a very practical habit.

Why is the PIR document so important?

The most important outcome of reporting the problem at the airport is drawing up a document known as the PIR (Property Irregularity Report). This is an official report confirming that the passenger reported the missing baggage immediately after arrival.

In practice this document forms the foundation of the entire later complaint. Without it, pursuing compensation becomes much more difficult, and in some situations even impossible. This is exactly why leaving the airport without reporting the loss of your suitcase is one of the most serious mistakes you can make.

The PIR report contains, among other things:

• the passenger's details,
• the flight number,
• the baggage tag number,
• a description of the suitcase,
• the delivery address for the baggage once it is found,
• an individual case number.

Keep the case number until the entire procedure is complete. It is what allows you to track the status of the search later and to contact the carrier about the complaint.

After the report has been drawn up, many airlines allow the case to be monitored online. The passenger gains access to a system in which they can check the current stage of the search, information about the baggage being found, or the planned delivery date. If the suitcase is found, the carrier usually arranges its transport to the indicated address, so there is no need to travel to the airport again.

If the traveller is on holiday or a business trip, they should immediately ask the service desk staff about the procedure for reimbursing the cost of essential purchases. In the case of delayed baggage, many airlines reimburse expenses related to buying basic items needed for everyday functioning. This applies, however, only to reasonable and justified costs, which is why from the first day you should keep all receipts.

Nor is it worth assuming that a lack of information for a few hours means the suitcase is definitively lost. Statistics show that a significant proportion of baggage initially considered lost is found within the first few dozen hours. From the passenger's perspective, however, the most important thing is to complete the formalities straight away, because they may later determine the possibility of obtaining even several hundred euros or more in compensation.

If, after leaving the airport, you only remember to report it the next day, you can significantly hamper your later pursuit of claims. That is why, regardless of post-journey tiredness or time pressure, it is worth devoting a dozen or so minutes to drawing up the PIR report and starting the official baggage search procedure.

What documents are needed for a complaint?

Even if the airline quickly confirms that the baggage has been lost or significantly delayed, simply reporting the problem is not enough to obtain compensation or reimbursement of the costs incurred. The carrier will expect documents confirming both the fact of the journey and the existence of the baggage itself and the losses incurred. The better prepared the documentation, the more smoothly the procedure runs and the lower the risk of additional questions or a refusal to pay part of the benefit.

Many people only start gathering documents when the airline asks them to send them. This is a mistake. Already at the moment of reporting the loss it is worth creating a separate folder on your phone or computer to store photos, scans and electronic copies of all documents connected with the case. Thanks to this, preparing the complaint later will take significantly less time.

The most important documents are those confirming that the baggage was actually handed over to the carrier. Without them it is hard to demonstrate the airline's liability for its loss. Equally important are the documents connected with the flight itself and the report drawn up at the airport.

Document	Where to obtain it?	Is it mandatory?	Significance during the complaint
PIR report	Lost & Found desk at the airport	Yes	Confirms the official report of the lost baggage
Baggage tag	Received at check-in	Yes	Allows the suitcase to be identified in the carrier's system
Boarding pass	Airline or mobile app	Yes	Confirms that the journey took place
Booking confirmation	Email from the carrier or travel agency	Not always	Helps identify the flight and passenger
Purchase receipts	Shops and service points	When reimbursing costs	Confirm the expenses incurred
Proof of value of lost items	Receipts, invoices, purchase statements	Recommended	Help establish the amount of compensation

The PIR report and the baggage tag are among the most important documents in the entire procedure. They are what show that the suitcase was correctly checked in and that the problem was reported promptly after arrival. In practice, most carriers begin their analysis of the case precisely with these two documents.

Keeping your boarding passes is also very important. Many passengers delete them from their phone or throw away the paper version right after the journey ends. Yet during a complaint they may prove indispensable. They confirm that the passenger actually took the flight to which the report relates.

A separate category consists of documents confirming the value of the items in the suitcase. This is where the most problems arise. Many people assume it is enough to draw up a list of lost items together with approximate prices. From the carrier's point of view, however, such a statement has limited evidential value.

Far more significant are:

• original receipts,
• VAT invoices,
• card payment confirmations,
• purchase history from online shops,
• order confirmations received by email.

This does not mean, however, that the absence of a receipt automatically rules out the possibility of obtaining compensation. In practice, few people keep proof of purchase of all the clothes or cosmetics in their suitcase. In such situations the carrier may rely on the estimated value of the items, taking into account their age and degree of wear.

It is also worth remembering that airlines do not treat the value of items in the same way as passengers do. For the owner, a laptop several years old or a branded jacket may be of enormous importance, but when calculating compensation the carrier usually takes into account the item's current usable value, not the price paid several years earlier. For this reason, documents confirming the purchase and the date of acquisition often play an important role when establishing the amount of compensation.

Photographs are also becoming increasingly important. If, before the journey, you took a photo of the contents of the suitcase or of the baggage itself, it can help during later proceedings. It will not, of course, replace receipts or invoices, but it can serve as additional confirmation that particular items really were in the baggage.

When gathering documents, you should be particularly careful in the case of purchases made after the suitcase went missing. All receipts for clothing, cosmetics or other essential items should be kept in their original form. Even small expenses of a few or a dozen euros are worth documenting, because the total value of purchases made over several days of waiting for baggage can turn out to be significant.

A good practice is also to prepare your own list of documents before sending the complaint. This makes it easier to check whether anything is missing and whether all attachments have been correctly added to the form or email. In many cases it is precisely the completeness of the documentation that determines whether the case will be handled efficiently or whether it will drag on for further weeks because of the need to make up formal shortcomings.

The more credible documents you present at the very first complaint submission, the greater the chance of a quick and positive decision by the carrier. In the later stages of the procedure, the documentation becomes the main tool confirming both the costs incurred and the amount of compensation due.

How to recover the cost of items bought while waiting for your baggage?

For many travellers, the biggest problem connected with delayed baggage is not the absence of the suitcase itself, but the need to immediately buy items needed for everyday functioning. The situation looks completely different when the missing baggage is discovered after returning home, and different again when the traveller is thousands of kilometres from home, often in a completely different climate and without access to their own clothes, cosmetics or over-the-counter medicines.

Fortunately, the regulations and the practice applied by most carriers allow you to claim reimbursement of justified expenses incurred while waiting for the suitcase to be delivered. It is worth remembering, however, that this does not mean an unlimited right to shop at the airline's expense. The key concept here is that of reasonable and necessary expenses.

The carrier should cover the cost of essential items that the passenger had to buy solely because they did not have access to their baggage. The aim is not to improve the comfort of the journey or to buy new things instead of those previously owned, but to enable normal functioning until the suitcase is recovered.

In practice, the scope of accepted expenses depends on the length of the delay, the nature of the journey and the place of stay. A person arriving for a two-week holiday in an exotic country who has no access to baggage for several days will usually be able to justify higher expenses than a passenger returning to their own home after a weekend trip.

Airlines also analyse the circumstances of the specific situation. If the suitcase is delivered the next morning, it will be hard to justify buying a large amount of clothing or expensive accessories. The matter looks completely different when the baggage is found only after a few days.

Expenses most often considered justified include:

• basic cosmetics such as a toothbrush, toothpaste, shampoo or shower gel,
• underwear and socks,
• essential clothing suited to the weather conditions,
• basic hygiene products,
• a phone charger, if it was in the checked baggage,
• basic items needed for children travelling with their parents,
• certain accessories necessary for performing work duties.

At the same time, it is worth being sensible when shopping. The carrier may challenge expenses considered excessive or not directly connected with the missing suitcase. Buying premium branded clothing, expensive perfume or luxury accessories often ends in a refusal to reimburse or in reimbursement of only part of the cost.

The most common cause of problems is not the amount of the expenses, but the lack of proof of purchase. Every receipt, invoice or payment confirmation should be kept. This applies even to small amounts. From the passenger's perspective a few euros for a toothbrush may seem insignificant, but when all purchases are settled the total often turns out to be considerably higher.

A good solution is to photograph receipts immediately after purchase. Paper printouts are easy to lose, damage or get wet during travel. A photo saved on your phone may prove very useful, especially if the carrier allows complaints to be submitted online and requires electronic copies of documents to be sent.

It is also worth keeping the proportion between the length of stay and the costs incurred. If the baggage went missing during a short, three-day trip, buying five sets of new clothes may be considered unjustified. During a stay abroad of several weeks, on the other hand, the scope of acceptable expenses will naturally be wider.

Business trips are a special situation. A person flying to a conference, business meeting or industry trade fair may have a justified need to buy more formal clothing than a tourist relaxing on the beach. Carriers often take such circumstances into account when assessing a complaint, provided the expenses remain rational and properly documented.

Problems also arise when a passenger tries to recover money for items bought many days after the baggage went missing. The greater the gap in time between the event and the purchase, the harder it is to demonstrate its direct connection with the delayed suitcase. That is why it is best to make only those purchases that are genuinely needed at the time.

You should also pay attention to the messages communicated by the airline. Some carriers publish their own guidelines on reimbursable expenses or indicate the procedure for reporting costs even before the baggage is found. Familiarising yourself with these rules can make the later settlement easier and reduce the risk of a dispute.

In practice, most disputes about reimbursement of costs do not result from the passenger's right to reimbursement itself, but from the assessment of whether a given expense was actually necessary. This is precisely why it is so important to exercise moderation and to document all purchases from the first day.

If you are not sure whether a given purchase will be considered justified, it is worth asking yourself a simple question: would I buy this item right now if my suitcase were with me? If the answer is “no”, there is a risk that the carrier will also consider such an expense ineligible for reimbursement.

Properly documented and reasonable expenses incurred while waiting for baggage are very often reimbursed by airlines. That is why, from the first hours after discovering the problem, it is worth thinking not only about recovering the suitcase but also about properly documenting all the costs that may later be covered by the complaint.

How to write an effective complaint to the airline?

Simply reporting the loss of baggage at the airport and obtaining a PIR report does not end the procedure of pursuing claims. To receive reimbursement of costs or compensation, you must submit a formal complaint to the carrier. It is at this stage that many people make mistakes that later prolong the proceedings or lead to a partial refusal to pay the benefit.

A good complaint does not have to be written in legal language or contain complicated arguments. The most important thing is that it should be specific, well-ordered and supported by documents. The member of staff analysing the report should know within a few minutes what the case concerns, what costs were incurred and what compensation the passenger expects.

The most common mistake is sending emotional messages describing the frustration connected with the journey, without giving specific information and documents. Although being upset in such a situation is completely understandable, an effective complaint is based above all on facts.

Most airlines now provide online forms for reporting baggage problems. This does not mean, however, that the content of the report does not matter. Even if the form contains ready-made fields, it is worth carefully preparing a description of the situation and organising all the attachments.

What information must be included in the report?

A well-prepared complaint should lead the reader through the entire history of the event. It is not about a detailed description of the holiday or business trip, but about presenting the facts relevant to the case.

In the first part you should indicate the basic data identifying the journey:

• the passenger's first and last name,
• the booking number,
• the flight number or numbers,
• the date of the journey,
• the flight route,
• the PIR report number.

Next, it is worth briefly describing the course of events. It is best to keep chronological order. It is enough to indicate that after landing the baggage did not appear on the carousel, the problem was reported at the Lost & Found desk, a PIR report was drawn up, and the suitcase was found after a certain time or declared lost.

If the complaint concerns reimbursement of costs incurred while waiting for the baggage, you should clearly indicate what expenses were incurred and attach the appropriate receipts. It is worth preparing a short cost summary rather than sending only a dozen or so separate receipts.

An example structure of such a summary might look as follows:

• 10 June – purchase of basic cosmetics – €19
• 10 June – purchase of underwear and socks – €27
• 11 June – purchase of a T-shirt and trousers – €51
• Total value of the claim: €97

Presenting the data in this way significantly facilitates the analysis of the case and shows that the passenger is approaching the procedure in an orderly manner.

If the complaint concerns definitively lost baggage, you should prepare as detailed a list as possible of the items that were in the suitcase. It is worth giving the approximate date of purchase, the approximate value and – if possible – attaching documents confirming ownership of these items.

Do not overstate the value of the lost items. Carriers have experience in analysing such cases and easily spot unrealistic valuations. An inflated claim can weaken the credibility of the entire report.

What mistakes to avoid when submitting a complaint?

Although every case is different, certain mistakes appear exceptionally often. Many of them can easily be eliminated before sending the form or email.

One of the most common problems is sending incomplete documentation. The passenger describes the situation but forgets to attach the PIR report, the boarding pass or the receipts. As a result, the carrier has to ask for the documents to be completed, which prolongs the proceedings by even a few weeks.

Another mistake is making very general demands. The phrase “please provide appropriate compensation” gives the carrier no clear information about the passenger's expectations. It is far better to indicate a specific amount together with justification and documents confirming its level.

Discrepancies between the content of the complaint and the attachments can also be problematic. If the passenger claims to have bought essential clothing for €110, but the attached receipts come to €78, additional questions from the carrier are almost certain to follow.

Some travellers also try to claim reimbursement for purchases that are hard to consider essential. Branded sunglasses, luxury cosmetics or premium clothing may be challenged, even if they really were bought while waiting for the baggage.

It is also worth avoiding sending several different complaints concerning the same case. If new documents or information appear a few days after the report, it is better to send them as a supplement to the existing proceedings than to start the whole procedure from scratch.

A good solution is to prepare your own copy of the entire report. You should keep the content of the complaint, all attachments and confirmation that the form or message was sent. In the event of later disputes, such documentation can prove very helpful.

Before sending the complaint, it is worth carrying out a simple check:

• whether the PIR report number has been given,
• whether the boarding pass has been attached,
• whether the baggage check-in confirmation has been attached,
• whether all receipts are legible,
• whether a specific claim amount has been indicated,
• whether the description of the event is consistent and chronological.

An effective complaint is not the longest or the most emotional complaint, but one that clearly shows the facts, presents evidence and precisely defines the passenger's expectations. The fewer doubts you leave the carrier, the greater the chance of a quick conclusion to the case and of obtaining the compensation due.

Deadlines for filing complaints and limitation of claims

Even the best-prepared complaint may prove ineffective if it is submitted too late. In matters connected with baggage, time is of enormous importance. Airlines, airport handling companies and the institutions resolving disputes attach great weight to the timeliness of reports. Exceeding the defined deadlines does not always mean an automatic loss of the right to compensation, but it often significantly hampers the pursuit of claims.

The problem is that many passengers confuse different types of deadlines. Different rules apply to reporting the loss of baggage at the airport, different ones to the formal complaint, and yet others to pursuing claims in court. For this reason it is worth organising the whole procedure from the start and knowing which dates are really crucial.

The most important rule is to report the problem immediately after discovering it. This is precisely why drawing up the PIR report while still at the airport is so important. Thanks to it, the passenger has official proof that the missing suitcase was noticed and reported without undue delay.

In the case of delayed or lost baggage, it is also very important to keep all documents connected with the course of the case. Every email from the carrier, confirmation of a report or reference number can later help demonstrate that actions were taken at the appropriate time.

In practice, the most problems arise when a passenger waits many weeks for the situation to develop, assuming that the airline will contact them at the right moment on its own. While the carrier does indeed conduct the search for the baggage, the obligation to pursue claims still rests above all with the traveller.

Type of case	Most important deadline	Significance of the deadline	Consequences of exceeding it
Loss of baggage after arrival	Immediately after discovering the problem	Drawing up the PIR report	Harder to prove the carrier's liability
Damaged baggage	7 days from receipt	Filing a complaint about the damage	Risk of the claim being rejected
Delayed baggage	21 days from delivery	Reporting claims connected with the delay	Possible refusal to pay the benefit
Pursuing claims under the Montreal Convention	2 years	Bringing the case to court	Limitation of the claim

Particular attention should be paid to the deadline connected with delayed baggage. Many travellers wrongly assume that since the suitcase was ultimately found, they no longer need to take any action. Yet the possibility of recovering the costs incurred while waiting for the baggage still exists, but it requires the relevant deadlines to be observed.

Equally important is the matter of recognising baggage as definitively lost. In practice it is often assumed that after about 21 days without finding the suitcase it can be treated as lost. This does not mean, however, that the compensation payment procedure automatically begins. It is still necessary to formally pursue your rights and present the appropriate documents.

It is worth remembering that deadlines may be counted from different moments depending on the type of claim. In some situations the arrival date will be decisive, in others the day of baggage delivery, and in yet others the moment of officially recognising the suitcase as lost. This is another reason why you should keep all correspondence with the carrier.

The two-year limitation period resulting from the Montreal Convention is particularly important. If the case is not resolved amicably, it is within this period that further legal steps must be taken. After it expires, pursuing claims may prove impossible, even if the passenger was right on the merits of the case.

This does not mean, however, that it is worth delaying until the last moment. The more time passes since the event, the harder it is to gather documents, recover receipts or reconstruct details concerning the contents of the suitcase. From a practical point of view, the best solution is to start the complaint procedure as soon as possible after obtaining information about the status of the baggage.

In the case of trips organised by travel agencies, some passengers assume that the trip organiser will take care of all the formalities. In reality, responsibility for baggage most often rests with the airline carrier, which is why keeping track of deadlines still remains the traveller's obligation.

It is also worth keeping confirmations that the complaint was sent. If the report was submitted via an online form, it is a good idea to take a screenshot or save the message confirming its receipt. In the case of email correspondence, you should keep both the sent messages and the carrier's replies.

It also happens that the airline does not respond to the complaint for a long time. A lack of response does not, however, mean the passenger has automatically lost. On the contrary, keeping proof of a timely report of the case can later play a key role during an appeal, mediation or court proceedings.

The safest strategy is to treat every deadline as urgent and to take action immediately once such a possibility arises. Thanks to this, the risk of formal problems is reduced to a minimum, and the entire compensation procedure runs far more smoothly.

How much can you get for lost luggage?

The question of the amount of compensation arises almost immediately after it becomes clear that the suitcase probably will not be found. Many people assume that the carrier will refund the full value of all the lost items. In practice the situation is more complicated. Airline liability is subject to defined rules, and the amount of the payment depends on many factors, including the documentation presented by the passenger.

The most important piece of information is that compensation for lost luggage is not set arbitrarily by the carrier. For most international flights the provisions of the Montreal Convention apply, which define the maximum scope of airline liability for checked baggage. Since 28 December 2024 this limit has stood at 1,519 SDR per passenger (around €1,750) – raised from the 1,288 SDR that applied before that date.

This means that even if the value of the lost items was very high, the amount paid out may be limited by the applicable liability limits. At the same time, this does not mean that every passenger will automatically receive the maximum possible benefit. The key is to prove the value of the lost property.

In practice, the amount of compensation depends, among other things, on:

• the value of the lost items,
• the quality of the documentation presented,
• the condition and age of the items in the suitcase,
• the circumstances of the baggage loss,
• the conditions of carriage applicable at the given carrier.

It is also worth remembering that compensation for lost baggage can cover not only the contents of the suitcase but also the suitcase itself. If it was new or bought relatively recently, it is a good idea to keep the document confirming its purchase. Otherwise, the carrier may accept only an approximate market value.

How does the carrier calculate the amount of compensation?

The process of establishing the amount of compensation is based above all on analysing the documents presented by the passenger. The more precisely the contents of the suitcase are documented, the easier it is to demonstrate the actual value of the loss incurred.

The greatest evidential force naturally belongs to:

• receipts,
• VAT invoices,
• online purchase confirmations,
• payment card transaction history,
• photographic documentation.

This does not mean, however, that a lack of receipts completely rules out the possibility of obtaining compensation. Airlines are aware that few people keep proof of purchase of all their clothes or everyday items for many years. In such situations, estimates based on the type of item, its age and its average market value are often used.

Let us assume that the suitcase contained clothing, cosmetics, sports shoes and travel accessories with a total value of around €670–890. If the passenger can credibly demonstrate ownership and the approximate value, there is a good chance of obtaining a significant part of this amount.

The situation is different in the case of particularly valuable items. Jewellery, photographic equipment, expensive watches or professional electronics very often raise additional questions from the carrier. It is not without reason that airlines recommend carrying such items in hand luggage – and it is also worth knowing in advance which items you cannot bring on a plane at all.

The more valuable the item, the more important documents confirming its purchase and value become. In the case of expensive electronic equipment, a lack of any proof of purchase can significantly hamper the pursuit of high compensation.

It is also worth remembering that compensation is not always limited solely to the lost items. If the carrier did not previously reimburse the costs incurred while waiting for the baggage, properly documented expenses can be taken into account during the final settlement of the case.

When can the amount paid out be lower than expected?

It is this stage that most often leads to disputes between passengers and airlines. The owner of the suitcase usually perceives its contents through the prism of the purchase price and their own assessment of the items' value. The carrier, on the other hand, analyses above all the current usable value of the items and the available evidence.

For example, a jacket bought several years earlier for €270 will not be treated the same as a new product still available for sale. When calculating compensation, the degree of wear and the natural loss of value resulting from use are taken into account.

A payout lower than expected may also result from incomplete documentation. If the passenger claims that the suitcase contained items worth around a thousand euros but is unable to present any proof of ownership, the carrier may adopt a far more cautious valuation.

Problems also arise when the reported list of items looks unconvincing. If, in an average holiday suitcase, several very expensive items suddenly appear without any documentation, the airline may challenge part of the claim.

Artificially inflating the value of lost items is also a mistake. Some passengers assume that since the carrier will lower the proposed amount anyway, it is worth indicating a higher value straight away. In practice, such an approach can weaken the credibility of the entire report.

The nature of the items carried also affects the amount of compensation. Everyday items, clothing or standard travel accessories are usually relatively easy to value. It is far harder to assess the value of collector's items, family keepsakes or items with primarily sentimental value.

It is worth remembering that the carrier is liable for a measurable financial loss, not for the emotional significance of the lost items. Therefore, even a family keepsake that is very precious to the owner may not be taken into account in the way the passenger would expect.

Some people additionally use travel policies covering baggage loss. In such situations it is possible to obtain a benefit both from the carrier and from the insurer, although the way of settling this depends on the terms of the specific insurance contract.

The greatest chance of obtaining high compensation belongs to people who document the contents of their suitcase from the outset, keep proof of purchase and are able to demonstrate in detail the actual value of the lost items. In practice, it is precisely the quality of the documentation, rather than the list of reported items itself, that most often determines the final amount of the payout.

What to do when the airline rejects the complaint?

A rejected complaint does not automatically mean the end of the case. Many passengers, after receiving a negative reply, assume that since the carrier refused to pay compensation or reimburse costs, further action makes no sense. In practice it is quite the opposite. A significant proportion of disputes concerning lost baggage are resolved only after an appeal has been submitted, additional documents have been presented or the case has been referred to institutions dealing with consumer protection.

A first refusal does not always mean the claim was unfounded. It often results from formal shortcomings, incomplete documentation or discrepancies between the content of the complaint and the evidence presented. That is why, before taking further steps, it is worth carefully analysing the justification received from the carrier.

Airlines most often indicate the reason for refusing or partially accepting a claim. This is precisely where further action should begin. The situation is different when the problem was a lack of documents, and different when the carrier disputes liability for the loss of the baggage or the amount of the reported claim.

The most commonly encountered reasons for refusal include:

• no PIR report or its incorrect preparation,
• failure to meet the complaint deadlines,
• lack of evidence confirming the value of the lost items,
• challenging the legitimacy of some of the expenses,
• insufficient documentation of the suitcase's contents,
• discrepancies between the documents and the description of the event.

If the carrier indicates a specific formal shortcoming, the simplest solution is to make it up. Many cases end positively after additional documents or explanations are sent. That is why it is worth staying calm and treating the first reply as part of the procedure, not a final verdict.

How to prepare an effective appeal?

An appeal should be just as factual as the original complaint. There is no need to create a multi-page letter or describe in detail your own disappointment with the journey. Far more important is to address the arguments presented by the airline.

A good practice is to begin the appeal by indicating the case number and the date the decision was received. Then you should address the reasons for the refusal and explain why the passenger does not agree with the position presented.

For example, if the carrier considered that the value of the lost items was not sufficiently documented, it is worth presenting additional receipts, online purchase confirmations or card payment history. If the legitimacy of certain expenses incurred while waiting for the baggage was challenged, you can explain the circumstances of incurring them in more detail.

The most effective appeals are based on new arguments or new evidence. Simply repeating earlier claims without additional material often does not produce the expected result.

It is also worth maintaining full courtesy in correspondence. An aggressive tone, threats or offensive wording do not increase the chances of a positive outcome. On the contrary, a factual and well-ordered letter usually makes a far better impression than an emotional exchange of messages.

If the carrier partially accepted the complaint but the amount paid out seems too low, you can also submit an appeal. In such a situation it is particularly important to indicate the specific items that were omitted or valued in a way that raises doubts.

When is it worth escalating the case?

Not every case ends in agreement with the airline. If the carrier maintains its refusal or the proposed compensation is grossly low, the passenger can use other available means.

Possible courses of action include:

• a further appeal together with additional evidence,
• using the help of a consumer protection authority,
• support from the European Consumer Centre in cross-border disputes,
• mediation or out-of-court methods of dispute resolution,
• referring the case to court.

In the case of international flights, institutions dealing with consumer protection in cross-border disputes can be particularly helpful. They can assist in analysing documents, assessing the legitimacy of the claim and communicating with a foreign carrier.

You should, however, remember that referring a case to court should be well thought through. For small amounts, the costs and the duration of the proceedings may prove disproportionate to the potential benefits. The situation looks completely different with high claims involving the loss of expensive baggage or significant expenses incurred as a result of the suitcase going missing.

Before making a decision, it is worth analysing the strength of the evidence you hold. The better documented the case, the greater the chances of effectively pursuing claims at later stages of the proceedings. This is another reason why, from the very beginning, you should keep the PIR report, receipts, correspondence with the carrier and any other documents connected with the journey.

Deadlines must not be forgotten either. Even if the case drags on for many months, you should keep track of the deadlines resulting from the regulations and keep proof of all actions taken. In the event of a later dispute, they may prove extremely important.

In practice, many refusals can be effectively challenged thanks to a well-prepared appeal. Some carriers re-analyse the case after new documents are presented and change their earlier decision. It also happens that only at the stage of mediation or the intervention of consumer institutions does the passenger obtain the compensation due.

The biggest mistake after receiving a refusal is to give up further action completely without checking whether the carrier's decision really was justified. If the documentation is complete and the claim was prepared correctly, it is often worth fighting for your rights at the subsequent stages of the procedure too.

How to increase your chances of a positive complaint outcome?

Although losing baggage is a situation over which the passenger has limited control, there are many actions that allow you to increase the chances both of finding the suitcase and of later obtaining compensation or reimbursement of costs. Interestingly, some of the most important steps should be taken before the journey even begins, when most people are not thinking about possible baggage problems at all.

In practice, carriers approach well-documented, consistent complaints supported by specific evidence far more favourably. Cases lacking basic information or documents, on the other hand, often drag on for months. That is why it is worth looking at the topic more broadly than just through the prism of the complaint form itself.

What matters most is preparing for a possible problem before handing over the suitcase at the check-in desk. A few minutes spent taking photos or saving documents can later save a lot of stress and significantly facilitate the pursuit of claims.

One of the simplest and at the same time most underrated actions is photographing your baggage before the journey. A photo taken on your phone takes a few seconds, but it can later help both when searching for the suitcase and when establishing its value.

It is worth photographing:

• the whole suitcase from the outside,
• distinctive markings and stickers,
• the identification tag,
• the contents of the suitcase before closing it,
• more valuable items carried in the baggage.

Such photos will not replace receipts or invoices, but they can serve as additional evidence. In the event of a dispute about the contents of the baggage, they often prove very helpful.

Keeping travel documents is equally important. Many people throw away the baggage tag right after collecting the suitcase or delete the boarding pass from their phone before even leaving the airport. Yet in the event of baggage problems these documents can be of crucial importance.

The baggage tag should be kept at least until the journey is over. It is what carries the number that allows the suitcase's route to be tracked in the carrier's systems.

Keeping electronic copies of documents is also a good solution. A photo of the boarding pass, the baggage number or the booking confirmation can prove invaluable if the original documents are lost or destroyed.

The way the suitcase is marked also matters. Although modern sorting systems are based mainly on barcodes and electronic identifiers, additional markings still help during manual identification of baggage. The choice of case matters too – before you buy, it is worth thinking through whether hard or soft luggage suits you better.

Practical markings include, among others:

• coloured straps on the handle,
• individual tags with contact details,
• distinctive protective covers,
• stickers that make the suitcase easier to recognise.

It is not only about finding your own baggage on the carousel. In the event of a loss, such elements help airport staff to distinguish a particular suitcase more quickly from the hundreds of similar models.

Another important aspect is sensible packing. Many travellers place all their most important things in checked baggage, assuming the suitcase will certainly reach its destination. Yet even a short delay can cause serious problems.

That is why it is worth carrying in your hand luggage:

• travel documents,
• medicines taken regularly,
• electronics,
• chargers and power banks,
• a basic change of clothes,
• valuable items.

Just bear in mind the cabin luggage dimensions and weight traps so that your carry-on is not turned away at the gate. The most expensive items should always travel in the aircraft cabin, not in the hold. Thanks to this, the risk of financial losses is significantly reduced.

It is also worth considering appropriate travel insurance. Many policies cover not only the cost of medical treatment abroad, but also the loss, delay or damage of baggage. In some cases the benefit from the policy may be paid out faster than compensation from the carrier.

Before buying insurance, however, you should carefully check the terms of cover. Individual policies differ in their liability limits, their list of exclusions and their documentation requirements. Not every offer provides the same scope of protection.

An important element that increases the chances of success is also the way correspondence with the airline is conducted. All messages, forms, confirmations and replies from the carrier should be kept in one place. Thanks to this, if necessary, it will be easy to reconstruct the course of the case and demonstrate that all actions were taken in good time.

Before every journey it is worth going through a short checklist:

• take photos of the suitcase and its contents,
• mark the baggage in a distinctive way,
• save electronic copies of travel documents,
• check the scope of your travel insurance,
• pack the most valuable items in your hand luggage,
• prepare contact details placed on the suitcase.

None of these actions guarantees that the baggage will not go missing. They can, however, significantly increase the chances of finding it quickly or of effectively pursuing compensation. In practice, people who take care of documentation from the outset and are able to prove their claims are in a far better situation than travellers trying to reconstruct all the details only a few weeks after the event.

The best complaint is one that can be supported by a complete set of documents, photos and evidence gathered before any problem even arose. That is precisely why preparing for the journey is often just as important as the actions taken after the suitcase has gone missing.

Frequently asked questions about lost luggage

Does the airline always bear responsibility for a lost suitcase?

Not always, although in most cases responsibility for checked baggage does indeed rest with the carrier. The condition, however, is the correct check-in of the suitcase and the ability to demonstrate that it was handed over to the airline for transport.

Problems may arise when the passenger does not have the baggage tag, did not report the loss at the airport or was carrying items excluded from the carrier's liability under the conditions of carriage. Situations connected with carrying very valuable items, such as jewellery, cash or professional photographic equipment, are of particular importance.

In the case of standard checked baggage, the airline is in principle liable for its loss, damage or delay, provided the passenger has completed the required formalities.

How long does it take to process a complaint?

There is no single universal deadline binding on all carriers. The time taken to process a complaint depends on the degree of complexity of the case, the completeness of the documents and the internal procedures of the specific airline.

The simplest cases concerning reimbursement of the cost of basic purchases during a baggage delay are sometimes processed within a few weeks. More complicated proceedings connected with definitively lost baggage can take considerably longer, especially if it is necessary to establish the value of the lost items or additional clarifications are being carried out.

In practice, many complaints conclude within a period from a few weeks to a few months. If the carrier asks for additional documents or the passenger submits an appeal, this time may be extended.

The greatest influence on the speed of processing the case is the completeness of the documentation sent at the very first report.

Can you combine compensation from a policy and from the carrier?

In many cases yes, although the detailed rules depend on the terms of the specific insurance. Travel policies very often cover the loss, damage or delay of baggage and may provide for a benefit to be paid regardless of the proceedings conducted by the airline.

The insurer, however, usually requires documents confirming the event to be presented, such as the PIR report, the complaint addressed to the carrier or the decision concerning the compensation payment. In some situations the insurance company may also take into account the amount received from the carrier when establishing the level of its own benefit.

Before starting the procedure, it is worth reading the policy terms carefully and checking the liability limits. Some insurance provides benefits of as little as around a hundred euros, while others provide cover reaching several or even a few thousand euros.

Reporting the claim both to the carrier and to the insurer often allows you to increase the chances of more fully covering the losses incurred.

What to do when baggage goes missing during a connection?

Baggage going missing during a journey with a connection is one of the most common causes of suitcase problems. This happens especially when the time between flights is short or the journey covers several airports and different carriers.

The procedure, however, remains very similar. After discovering the missing suitcase, you should report to the Lost & Found desk at the destination airport and draw up a PIR report. Airport staff have access to systems that allow them to check the last known location of the baggage.

In many cases the suitcase is found at the transfer airport and delivered on the next available flight. That is why going missing during a connection does not automatically mean the loss of baggage.

Even if the problem probably occurred at an earlier stage of the journey, the report should be made after arrival at the destination.

Does a lack of receipts ruin the chances of a payout?

No. Although receipts, invoices and purchase confirmations are very helpful, their absence does not mean an automatic refusal of compensation. Airlines are aware that most passengers do not keep proof of purchase of all their clothes, cosmetics or travel accessories for many years.

In such a situation it is worth gathering other materials confirming ownership of the lost items. Photos taken during the journey, online purchase history, bank statements or other documents allowing the value of the items to be estimated can be helpful.

You should remember, however, that a lack of documents usually makes it harder to obtain high compensation. The carrier may then apply its own valuation based on the average market value and the degree of wear of the items.

Receipts increase the chances of obtaining higher compensation, but their absence does not close the door to pursuing claims. What is crucial is the ability to credibly demonstrate that particular items really were in the lost baggage.