Consumer arbitration in the flight sector for baggage problems

Assistance from apf in the event of problems with baggage

As part of consumer arbitration, the apf supports travelers with:

• Baggage delay

• Lost Baggage

• Baggage damage

The rights of air travelers in relation to baggage problems are regulated in the Montreal Convention. The apf helps to assert claims within the framework of arbitration procedure.

Procedure for baggage problems

If the baggage does not arrive at the destination airport, the delay should be reported using the PIR form (Property Irregularity Report) at the Lost & Found counter at the arrival airport.

Depending on the purpose of the trip, passengers may be entitled to (partial) compensation for necessary replacement purchases.

• Clothing costs are usually reimbursed at 50%,

• 100% hygiene products or single-use items.

Replacement purchases must be reported to the airline within 21 days of receipt of the re-delivered baggage. The airline must redeliver the baggage free of charge.

An item of baggage is considered lost if it is not found after 21 days. In such cases, apf recommends a written report to the airline, a precise list of the cost of the piece of luggage and the items lost in it (price, date of purchase).

If an item of baggage arrives damaged at the destination airport, it is important to report this directly at the Lost & Found counter using the PIR form. A report must be made within seven days of receipt of the damaged baggage at the latest.

The apf only recommends obtaining a cost estimate for the repair if the airline actively requests this. Companies often name specific contractual partners for the settlement of claims. If there is major damage and the cost of the repair is higher than the current value of the baggage, compensation can be claimed for the current value and not the price of a new purchase.

For which airlines is the apf responsible?

The apf is responsible for baggage arbitration for airlines that have a branch in Austria and if the baggage problem occurred on a flight departing from or arriving in Austria. These include Austrian Airlines, Eurowings, Lufthansa, Swiss Air, Turkish Airlines and WizzAir.

Passengers of these and other providers can submit their complaints about lost or damaged baggage free of charge via an online arbitrationarbitration request if no agreement has been reached with the company concerned.