Lost or damaged baggage

1.

Reporting the incident

At the airport, the passenger must complete a Property Irregularity Report (PIR) before leaving the arrivals area, if they notice that their baggage is missing or damaged.

2.

Submitting a written complaint:

For damaged baggage, the complaint must be submitted to the airline within 7 days of receiving the baggage.

For delayed baggage, the complaint must be submitted within 21 days from the date on which the baggage was made available to the passenger.

If the baggage is not recovered after a certain period (usually, 21 days), it is considered lost.

3.

Reviewing the claim

The airline checks the travel documents (ticket, boarding pass); the baggage tag; the PIR report; evidence regarding the contents and value of the items (invoices, photographs, etc., if available).

4.

Resolution

The airline may: locate and deliver the baggage; repair the damaged baggage; replace the baggage; award compensation for the proven loss.

5.

Compensation

Under the Montreal Convention, the carrier's liability for baggage is limited, in principle, to approximately 1.519 Special Drawing Rights (SDR) per passenger (the equivalent in the national currency varies depending on the SDR exchange rate). The limit may be different if the passenger made a special declaration of value and paid the corresponding fee.