Lost or damaged baggage - what to do?

Baggage problems in air travel: what to do in the event of loss, delay or damage?

Baggage problems are one of the most common annoyances when traveling by plane. Whether delayed, damaged or lost - for those affected, this can not only be stressful, but also expensive. What rights travelers have and how they can effectively enforce them is explained below. It also explains how Agency for Passenger Rights (apf) can provide support.

Delayed baggage: what to do?

If a piece of baggage does not arrive at the destination airport at the same time as you, it is important to act immediately:

1. Reporting at the airport: Immediately after arrival, the incident should be reported at the Lost & Found counter and the PIR form(Property Irregularity Report) completed.
2. Reimbursement of necessary purchases: Travelers are entitled to replacement purchases for necessary items, such as clothing or hygiene products. These reimbursements depend on the purpose of the trip:
   • Business trip: Major replacement purchases may be necessary and eligible for reimbursement.
   • Journey home: Claims are usually limited, as there is little need for replacements.

Important:

• Keeping the original invoices for replacement purchases is essential.
• All expenses must be reported to the airline no later than 21 days after receipt of the delayed baggage.
• The subsequent delivery of luggage is free of charge.

Loss of baggage: rights and steps

If a piece of luggage is not found after 21 days, it is considered lost. Travelers are entitled to compensation, but only up to the maximum limit of 1,288 special drawing rights (approx. 1,600 euros) according to the Montreal Convention.

This is how you proceed:

1. Notification: Report directly at the airport and fill in the PIR form.
2. Written notification: In addition, the airline must be informed of the loss in writing.
3. Preservation of evidence:
   • A list of the luggage value including the contents is required.
   • Details such as date of purchase and purchase price of the items should be provided. Copies of invoices are helpful.

Tip:
Expensive items should always be transported in hand luggage or declared to the airline in advance. Alternatively, you can take out luggage insurance to cover higher losses.

Damaged baggage: rights and compensation

If a suitcase arrives damaged, passengers are also entitled to compensation. The following applies:

• Reporting at the airport: The damage must be reported directly at the Lost & Found counter and a PIR form must be completed.
• Deadline: The written notification to the airline must be made no later than 7 days after receipt.
• Replacement or repair: Depending on the damage:
  • Minor damage can be repaired (often in partner workshops of the airline).
  • In the event of a total loss, the current value of the luggage will be reimbursed, not the new price.

The role of apf in baggage problems

The Agency for Passenger Rights (apf) supports travelers with problems with airlines based in Austria (e.g. Austrian Airlines, EasyJet Europe, Peoples Air).

Help from the apf:

• Mediation between passengers and airlines in the event of disputes.
• Examination of claims under the Montreal Convention.
• Free arbitration without litigation risk for those affected.

The apf mediates with airlines with a branch in Austria via its online mediation platform. arbitration request

Preventive tips for travelers

• Use hand baggage: Valuables, medication and important documents belong in your hand baggage.
• Labeling the suitcase: Label the piece of luggage to avoid confusion.
• Travel insurance: It is worth taking out additional luggage insurance, especially for expensive items.

Baggage problems are annoying, but with the right measures, travelers can successfully assert their rights. The apf is a reliable partner for those affected.