When things don't go to plan, we'll do all we can to help.
Present the damage at the airport straight away
You must present any damaged baggage to our airport representatives immediately, along with your bag tags and travel documents. You'll be given a Property Irregularity Report (PIR) – please keep this in a safe place.
Already left the airport?
You’ll need to return with your baggage, bag tags and travel documents and report the damage within 7 days.
Claims for damaged baggage
- Depending on the type of damage, your baggage will be repaired or you’ll be compensated for its value at the time of damage.
- Normal transport conditions may result in scratches, marks, dents and other minor damage. We trust you understand we’re not responsible for this type of general wear and tear.
- If the contents of your baggage is damaged (with no damage to the bag itself), we recommend you contact your travel insurer.
When you have the necessary information (e.g. PIR, photos) you can submit your claim for damaged baggage.