Lost and damaged baggage
Notice of claim
In case of delay or damage to baggage moving in international transportation, a complaint must be made in writing to us. You can download the baggage claim form (PDF) here.
When you’ve filled in the form, please return it to the contact given to you at the arrival hall from the ‘Property Irregularity’ report, together with copies of your passenger tickets, baggage claim tags, excess baggage tickets, purchase receipts and any other items.
You may make a follow-up call with our Baggage Services team directly in your home country and territory. Get in touch with them here.
Please note that if you have private insurance coverage for your baggage, a claim should also be lodged with your insurance company.
Notice of baggage liability limitations
Liability for loss, delay or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid. Excess valuation may be declared on certain types of articles.
For many international journeys (including domestic portions of international journeys), the Warsaw Convention may apply with liability limits of 17 Special drawing rights per kilo for checked baggage and 332 Special drawing rights per passenger for unchecked baggage. In cases where the Montreal Convention applies to your journey, the applicable liability limit is 1,131 Special drawing rights per passenger for checked and unchecked baggage. (The value of Special drawing rights can fluctuate - please check current exchange rates.)
Except for checked or unchecked baggage carried in the course of international carriage as defined by the Warsaw or Montreal Convention, we are not liable, in any way whatever, for loss of, damage to or delay in the delivery of articles which you include in your baggage despite their inclusion being prohibited by our General conditions of carriage for passengers and baggage (PDF). Such items include, but are not limited to, fragile or perishable items, keys, artwork, cameras, money, jewellery, precious metals, silverware, medicines, drug, dangerous goods, commercial goods, odd-sized articles, negotiable papers, securities or other valuables, business documents, samples or passports and other identification documents.
Please refer to our General conditions of carriage for passengers and baggage (PDF)
All downloadable files on this page are in PDF (Portable Document Format) and can be viewed with Adobe Acrobat Reader. Download at no cost from Adobe’s website.