We are sorry that your baggage was delayed on arrival or got damaged. We will advise you on steps to be taken in such cases.
We are sorry if your baggage got delayed. We will do everything we can to make sure it is delivered to you as soon as possible.
Please report your baggage is delayed directly at the airport upon arrival via the BAGGAGE CLAIM desk. You will fill in a Property Irregularity Report (PIR) with the agent and receive your case reference number. Keep the document for online tracking of the delayed piece of baggage.
Delayed Baggage Tracking
You can check your delayed baggage status online using the WorldTracer application.
Baggage Not Found within Five Days
If your baggage is not found within five days from your arrival, please fill in the following online form, appending the below-listed documents:
- Property Irregularity Report (PIR),
- baggage Tag,
- a list of the baggage contents (including brands, sizes and colours of your clothing and possibly additional details).
Baggage Not Found within 21 Days
If we are unable to locate your baggage within 21 days from your arrival, please fill in the following online form.
To speed up the process, please forward the following documents:
- Property Irregularity Report (PIR),
- boarding Pass,
- baggage Tag,
- a list of the baggage contents including prices, dates of purchase and receipts,
- address and bank details.
Compensation for delayed baggage
If you are resident in the country of arrival, you are not entitled to compensation for delayed baggage. No compensation is provided for delayed baby stroller.
If baggage is delayed for more than 24 hours, you are entitled to reimbursement of necessary expenses (e.g. for hygienic needs, clothing, etc.) up to 40 EUR for 24 hours delay (the first 24 hours of delay are not reimbursed). Compensation is reimbursed on the basis of submitted receipts. Purchases of unnecessary items (such as decorative cosmetics, luxury goods, etc.) are not reimbursed. The maximum amount of compensation is EUR 250.
For compensation, please fill in the online form and attach:
- Property Irregularity Report (PIR),
- boarding Pass,
- baggage Tag,
- receipts from the purchase of the essential necessities,
- address and bank details.
Limitation of Liability for Damage
The Montreal or Warsaw Conventions, which govern and may limit the carrier’s liability for loss, damage and delay of baggage, may apply to your journey. Detailed information is available under the conditions of carriage section.
The Right to Compensation Does Not Apply to:
- already damaged or defective baggage,
- items seized for safety reasons,
- damaged caused by the contents of your baggage,
- electronics (including accessories) and other items specified in the conditions of carriage (see paragraph 8.4.7),
- sport equipment, unless the transport has been confirmed in advance and the transport fee has been paid,
- bicycles which are not transported in protective packing,
- baby stroller transported without suitable protective packing,
- damage caused by violation of the conditions of carriage.
Baggage Online Tracking
You can check your delayed baggage status online using the World Tracer application in combination with your case reference number, specified in your Property Irregularity Report (PIR) – e.g. PRGOK12345, received at the Baggage Claim desk at the airport when you reported your baggage to be missing.
