Lost Luggage at the Airport — Your Rights and What to Do
Luggage didn't arrive — now what?
You're standing in front of an empty baggage carousel and your bag simply isn't there. Every year, airlines in Europe lose or delay delivery of over 20 million pieces of luggage. Here's exactly what you need to do.
Step 1: DO NOT leave the airport without a PIR
Immediately go to your airline's lost luggage counter (or the general Lost & Found at the airport). Ask to fill out a PIR — Property Irregularity Report.
The PIR is the key document without which you cannot exercise any rights. You'll receive a reference number to track the status of your luggage.
Step 2: Track your luggage online
Most airlines have an online tracking system on their website or app. Enter your PIR reference number and track where your suitcase is. The system is called WorldTracer and is used by over 400 airlines globally.
Step 3: Buy necessary items — and keep receipts
If luggage is delayed and you need essential items (underwear, toiletries, basic clothing), the airline is obligated to reimburse reasonable expenses. Keep ALL receipts.
Approximate reimbursement limits:
- Up to 50 EUR per day (cumulative limit depends on the airline)
- For essential items only — not for luxuries
Step 4: Your rights under EU regulations
If flying from the EU or with an EU airline, your rights are regulated by the Montreal Convention and EU Regulation 261/2004:
- Delayed luggage: Right to reimbursement of reasonable expenses; if luggage doesn't arrive within 21 days — treated as lost
- Lost luggage: Compensation up to ~1,300 EUR (1,288 SDR) per passenger
- Damaged luggage: Right to repair or value compensation, claim within 7 days
For passengers flying outside the EU, different rules apply — check with the specific airline.
Step 5: Submit a formal compensation claim
Write to the airline with:
- Copy of PIR
- Copy of boarding pass and tickets
- List of suitcase contents (with estimated values)
- Receipts for purchased essential items
- IBAN number for payment
Submit the claim within 21 days of the flight date (for lost luggage). For damaged luggage, the deadline is 7 days.
Step 6: If the airline refuses
Contact:
- National aviation regulatory agency
- European Online Dispute Resolution (ODR) platform
- Specialized services such as AirHelp or ClaimCompass that take cases for a percentage of the award
Prevention for the future
- Put an AirTag or Tile in your suitcase — you'll know exactly where your luggage is at all times
- Photograph your suitcase contents before closing it
- Always pack in carry-on: medications, one set of clothing, charger, valuables
- Use a distinctive suitcase — bright colors or a characteristic marking reduces the chance of mix-up
- Check if your credit card includes luggage insurance — many premium cards cover this