You have finally arrived at the destination you were waiting for all year or at the trip you planned months ago. Or perhaps you have finally returned home exhausted after days away. However, you realize that your suitcase is not on the baggage carousel.
Wait… where did it go? Your suitcase is missing.
A knot forms in your stomach, your stress rises, and your head starts spinning while all you want is to leave the airport immediately.
Stay calm (as much as possible)! There are steps you can take if your luggage is delayed or lost.
You may be able to request that the airline send it to your accommodation at their expense, claim compensation for damage or loss of the luggage, and also for the items it contained.
What should I do if my suitcase is lost?
1. Contact the airline
The first thing you should do is contact the airline. Do not leave the airport until you speak with a representative of the airline.
If there is a service desk at the airport, go there immediately. Fill out any required forms and the lost baggage report that they ask you to complete.
If there is no airline desk, request to complete the forms online and make sure they have received them.
The airline should give you a toll-free number that you can call for updates regarding your case. Most airlines also have a lost baggage tracking page.
You should also check the airline’s lost luggage policy so that you understand the process and your rights, regardless of what you are told verbally.
Because this situation can be stressful, it’s a good idea to take notes, as you might not remember everything the airline representative tells you.
2. Request delivery to your home or accommodation
Make sure you provide the correct contact details so the airline can reach you with updates.
Most airlines will deliver the luggage directly to your home or hotel once it is found.
If the airline agent does not mention this option, ask about it before leaving the airport.
Your luggage may be lost, but that doesn’t mean you should have to make another trip back to the airport to retrieve it.
This is especially helpful if you are on a business trip and under time pressure.
3. Request a refund for checked baggage fees
Some airlines will refund checked baggage fees if your luggage is delayed at least 12 hours after you submit the claim.
This is why time is important. The sooner you notify the airline, the sooner the process for compensation begins.
The airline may ask you to include this request when you submit claims for additional purchases, such as clothing or toiletries.
Either way, make sure you submit the request.
4. File a claim with the airline after 24 hours
Many airlines allow you to request compensation if more than 24 hours have passed since your luggage was lost.
Fill out the claim form. The form will usually ask for the value of the contents of your luggage and any additional expenses.
The refund amount varies depending on the airline and the claims you submit.
You will need to list the items that were inside the suitcase and estimate their value. The airline will use this information to determine compensation for lost or damaged items.
Helpful tip
Before traveling, take a photo of the items you packed in your suitcase. Hopefully you will never need it, but it can be very useful if something goes wrong.
5. Keep receipts for additional expenses
Most airlines will reimburse reasonable additional expenses caused by delayed or lost luggage.
These expenses may include:
clothes
toiletries
phone chargers
other basic necessities
Try to find out (preferably in writing) what the airline considers a “reasonable purchase”, as this can vary between airlines.
As a general rule, these purchases should replace the items you temporarily lost access to.
Make sure you keep all receipts in order to receive compensation.
6. Check your credit card benefits
The credit card you used (if you used one) to book your flight may also offer lost or delayed baggage protection.
This is a common benefit offered to encourage customers to use certain credit cards.
These benefits may activate earlier than airline compensation and can cover expenses not already reimbursed by the airline or travel insurance.
As before, make sure to read the terms and conditions of your credit card to understand how the claim process works.
You may need to notify the credit card company within a specific time period.
If your luggage is lost, you will likely need to provide:
proof of the baggage loss report from the airline
receipts for lost or damaged items
7. Check your travel insurance
Travel insurance policies usually cover lost luggage, as it is one of the most common issues travelers face.
Review your insurance policy carefully, including the fine print, to see what is covered and how compensation works.
Just like with credit cards, you will likely need:
the airline loss report
receipts for lost items
8. Inspect your luggage for damage
There is always a chance that your suitcase will eventually be found, which we hope happens.
If the airline returns your luggage, inspect it immediately for damage.
The airline may offer to repair or replace the suitcase, but you usually need to report the damage within 24 hours of receiving the luggage.
You will likely need to complete another claim form for the repair process.
You may also be asked to provide the original purchase receipt of the suitcase.
It is a good idea to take photos of the damaged luggage and items so you have proof if the airline asks for it during the claim process.
9. Check if anything is missing
Yes, this can happen too.
Besides checking the suitcase for damage, inspect the contents to see if anything is missing.
You may need to contact the airport to see if the item has been recovered.
If not, you may be eligible for compensation for missing items as well.
How to reduce the chances of losing your luggage
The tips above apply if your suitcase is lost or delayed. However, there are also things you can do before arriving at the airport to reduce the chances of this happening.
1. Keep your itinerary simple
Is it really worth saving €50 on a flight with multiple connections across three different airlines with tight transfer times?
When multiple airlines are involved, it becomes easier for them to blame each other if your luggage is lost.
Not to mention the time you may waste.
In other words, consider choosing simpler routes with fewer connections, unless the price difference is significant.
2. Keep important items in your carry-on luggage
Items such as:
medications
jewelry
electronics
cash
should always stay in your carry-on bag.
Most airline and insurance policies do not cover these items if your checked luggage is delayed or lost.
It is much safer to keep them with you in the cabin.
3. Always bring a carry-on bag
If you plan to check your suitcase, make sure you also have a carry-on bag.
This way you will always have access to important items such as:
personal hygiene products
a change of clothes
a phone charger
Even if your suitcase is eventually returned without problems, you may lose valuable time trying to replace essential items.
In any case… stay calm
Bring essential items with you, follow the necessary steps, and try to enjoy your trip or vacation.
After all, you waited a long time for it and it is meant to be enjoyed.