The carousel stops, the last bags are gone, and yours was never on the belt. Lost luggage is a bad start to a trip, but it does not have to mean lost money. This 2026/27 guide walks you through the whole claim: what counts as delayed or lost baggage, what to do at the airport, which documents to keep, how much you can realistically get under the Montreal Convention, and how to appeal a refusal.
Delayed, lost or damaged: why the label matters
Airlines use precise definitions, and the status of your bag decides which rights you have and which procedure applies.
- Delayed baggage – did not arrive with you, but the airline is tracing it or has located it. You can claim reasonable, documented costs for essentials bought while you wait.
- Lost baggage – the carrier accepts the bag will not be recovered. Most airlines treat a bag as lost after about 21 days without a result. Now you can claim for the contents.
- Damaged baggage – the bag arrived, but broken, torn or with items missing.
For most international flights, carrier liability for checked baggage follows the Montreal Convention, so passengers enjoy fairly uniform rights regardless of where the airline is registered. Liability does not mean an automatic payout of whatever figure you name: the airline can ask for proof of value, and the amount is capped.
Hand luggage is different. You keep it with you, so the broadest protection applies to checked baggage. That is the reason to carry documents, medication, electronics and valuables in the cabin, and to know the rules first: see whether you can bring two carry-on bags on your airline.
What to do at the airport right away
Do not leave the arrivals hall until the loss is on record. Many claims are weakened by this single mistake.
Report at the baggage service desk
Go to the Lost & Found or Baggage Service desk, usually inside the baggage reclaim area. Bring your boarding pass, passport or ID, the baggage tag receipt from check-in and your flight details. If your trip involved a tight connection, the bag may simply have stayed behind on an earlier leg, the same kind of disruption that can make you miss a connecting flight.
Describe the bag in detail: colour, size, straps, stickers, tags, visible damage. A photo taken before the trip helps staff tell one black suitcase from hundreds of similar ones.
Get the PIR report
The key outcome is the PIR (Property Irregularity Report). It proves you reported the problem immediately after arrival and becomes the foundation of every later claim. It typically contains:
- your personal details,
- the flight number,
- the baggage tag number,
- a description of the suitcase,
- the address where the bag should be delivered once found,
- an individual case number.
Keep the case number until the matter is closed. Many airlines let you track the search online and deliver a found bag to your address, so there is no need to return to the airport. Ask the desk at once how essential purchases are reimbursed, and keep every receipt from day one.
Documents you need for the claim
Create one folder on your phone for photos, scans and emails connected with the case. The airline will expect proof of the journey, proof the bag was checked in, and proof of loss.
| Document | Where to get it | Needed? | Why it matters |
|---|---|---|---|
| PIR report | Lost & Found desk at the airport | Yes | Official record of the report |
| Baggage tag | Received at check-in | Yes | Identifies the bag in the carrier's system |
| Boarding pass | Airline or mobile app | Yes | Confirms you took the flight |
| Booking confirmation | Email from carrier or agency | Not always | Identifies flight and passenger |
| Purchase receipts | Shops and service points | For cost refunds | Confirm expenses while waiting |
| Proof of value of lost items | Receipts, invoices, card statements | Recommended | Supports the compensation amount |
Original receipts, VAT invoices, card statements, online order confirmations and photos of the packed suitcase all count as evidence. Missing receipts do not rule out compensation: carriers often use an estimated value that reflects the age and wear of each item. They usually pay current usable value, not the price you paid years ago.
Keep your boarding passes and baggage tag until the case is closed. Many passengers delete them the day they land.
Getting back the cost of essentials
If your bag is delayed, you can usually claim reasonable and necessary expenses until it arrives. The test is simple: would you have bought this item if your suitcase were with you? Typically accepted:
- basic toiletries such as toothbrush, toothpaste and shampoo,
- underwear and socks,
- essential clothing suited to the weather,
- a phone charger, if it was in the checked bag,
- basic items for children travelling with you,
- items needed for work, for example formal clothing on a business trip.
Premium brands, perfume and luxury accessories are often refused. The longer the delay and the trip, the wider the accepted range; a bag delivered next morning does not justify a new wardrobe. Photograph every receipt straight after buying it, and keep a short list of purchases with the total.
Writing the complaint
An effective complaint is factual, chronological and supported by documents. Many airlines use online forms, but prepare your own text and attachments first. Include:
- your name and booking number,
- flight number(s), date and route,
- the PIR report number,
- a short description of what happened,
- a specific amount with a summary of costs.
A cost summary might look like this: basic cosmetics €19, underwear and socks €27, T-shirt and trousers €51, total claim €97. For a bag declared lost, add an itemised list with approximate purchase dates and values. Do not inflate valuations; carriers spot unrealistic figures and it weakens the whole claim.
Common mistakes: missing attachments, vague demands such as "appropriate compensation", totals that do not match receipts, and several parallel complaints about one case. If new documents appear, send them as a supplement and keep a copy of everything you send.
Deadlines and limitation periods
Different deadlines apply to different steps, and they are easy to confuse.
| Type of case | Deadline | What to do | If you miss it |
|---|---|---|---|
| Bag missing after arrival | Immediately | Get the PIR report at the airport | Liability is harder to prove |
| Damaged baggage | 7 days from receipt | File a written complaint | Claim may be rejected |
| Delayed baggage | 21 days from delivery | Report delay-related claims | Payment may be refused |
| Court claim under the Montreal Convention | 2 years | Bring the case to court | The claim is time-barred |
Even if the suitcase is found, you can still recover the cost of essentials, but only if you respect the delay deadline. Do not wait for the airline to contact you. Travel agencies may arrange the trip, but responsibility for baggage normally stays with the carrier, so tracking deadlines remains your job. Keep proof that every report was sent in time.
How much compensation can you get?
Under the Montreal Convention, liability for checked baggage is capped. Since 28 December 2024 the limit is 1,519 SDR per passenger, up from 1,288 SDR before that date. The euro value moves with the exchange rate, and the limit covers the contents and the suitcase itself.
The amount you receive depends on:
- the value of the lost items,
- the quality of your documentation,
- the age and condition of the items,
- the circumstances of the loss,
- the carrier's conditions of carriage.
Say the suitcase held clothing, cosmetics, sports shoes and travel accessories worth around €670–890. With credible proof of ownership you have a good chance of recovering a large part of that. Valuables such as jewellery, cameras, expensive watches and professional electronics trigger more questions, which is why airlines advise carrying them in the cabin. Before you pack, check which items you cannot bring on a plane.
Payouts come in lower than expected when documentation is incomplete, when a jacket bought years ago for €270 is valued as used, or when a list suddenly includes expensive items with no proof. Carriers also pay for measurable financial loss, not sentimental value. If you have travel insurance covering baggage, you can often claim from both, but read the policy terms and limits first.
If the airline rejects your claim
A first refusal is not the end. Many rejections come from formal gaps: no PIR, missed deadlines, thin proof of value, or documents that do not match your description. Read the reasons carefully and answer them point by point.
- State the case number and the date you received the decision.
- Add new evidence: receipts, order confirmations, card history.
- Explain why disputed expenses were necessary.
- Stay courteous and factual; repeating the same claim without new material rarely works.
If the carrier keeps refusing or offers a very low amount, escalate: a further appeal, a national consumer protection body, the European Consumer Centre for cross-border disputes, mediation or, as a last step, court. For small amounts the cost and time of proceedings may outweigh the benefit, so weigh the strength of your evidence first.
Prepare before you fly
The best claims are built before anything goes wrong. A few minutes at home improve both the odds of finding the bag and the outcome of a claim.
- Photograph the suitcase, its markings, the identification tag and the packed contents.
- Mark the bag clearly: coloured straps, a tag with contact details, a distinctive cover.
- Save photos of your boarding pass, baggage number and booking confirmation.
- Keep medication, documents, electronics, chargers, power banks, valuables and a change of clothes in the cabin.
- Check what your travel insurance covers and its limits.
Mind the cabin luggage dimensions and weight traps so your carry-on is not turned away at the gate, and think about whether hard or soft luggage suits you better. Keep all correspondence with the airline in one place.
Which Peli case for which carry-on job
The safest strategy for anything irreplaceable is not to check it. These Peli cases are built for the cabin. Figures below come from the product pages.
| Model | Best for | Key facts |
|---|---|---|
| Peli 1510 Protector | Cameras, drones, instruments, field kit | 56.1 × 35.9 × 22.9 cm outside; 50.2 × 27.9 × 19.3 cm inside; watertight O-ring seal and pressure valve |
| Peli Air 1535 | Gear you refuse to check, lighter shell | IP67, MIL-SPEC, HPX² shell up to 40% lighter than traditional hard cases; four interior options |
| Peli Air 1535 TRVL | Business and holiday travel | 55.8 × 35.5 × 22.8 cm; 4.7 kg; two TSA combination locks; spinner wheels |
| Peli 1470 Protector | Laptop and documents | Watertight, dustproof briefcase format; two lockable latches |
Keep your valuables with you in the cabin
Frequently asked questions about lost luggage
Is the airline always responsible for a lost suitcase?
For standard checked baggage, mostly yes, provided the bag was properly checked in and you can show it was handed over. Problems arise if you have no baggage tag, did not report the loss at the airport, or packed items that the conditions of carriage exclude, such as cash, jewellery or professional camera gear.
How long does a complaint take?
There is no single deadline for all carriers. Simple cost refunds for essentials are sometimes settled within a few weeks. Lost-bag claims, where the value of the contents must be established, can take from a few weeks to several months, longer if you appeal. A complete first submission is the biggest factor in speed.
Can I claim from both insurance and the airline?
Often yes, but it depends on the policy. Insurers usually want the PIR, your complaint to the carrier and the carrier's decision, and may account for what the airline paid. Check the liability limits before you start.
What if the bag goes missing on a connection?
Report it at the Lost & Found desk at your final destination and get the PIR there, even if the problem probably occurred earlier. Bags are often found at the transfer airport and follow on the next flight, so a missed connection does not automatically mean a lost bag.
