Lost or damaged luggage – what are my rights?

Your luggage has been lost or damaged during your trip. That’s very frustrating. Fortunately, in many cases, you have the right to compensation. Below you can read what to do in different situations.

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Luggage issues: am I entitled to receive compensation?

Use our flight calculator to check your rights in a specific situation. If you are entitled to compensation, contact your airline. Our step-by-step guide explains how best to go about this.

My suitcase didn’t arrive

If your luggage didn’t arrive on your flight, report it immediately to the airline at the airport. Fill in a PIR form (Passenger Irregularity Report) and keep a copy. You will need this form if you want to claim compensation.

Delayed luggage

If your luggage arrives late, you have the right to compensation for essential purchases, such as toiletries and clothes. You can claim these costs back from the airline. Send a letter or email including:

  • Copies of receipts
  • A copy of the PIR form

Lost luggage

If your luggage has been missing for more than 21 days, or if the airline confirms your suitcase is lost, it is considered lost. You can then claim compensation up to SDR 1519 (about €1800). Send a complaint to the airline within 21 days of the loss and include the PIR form. 

Note: If the airline can prove the loss was due to extraordinary circumstances, you may not be entitled to compensation.

My suitcase is damaged

If your luggage arrives damaged, report this immediately to the airline at the airport and fill in a PIR form. You are entitled to compensation up to SDR 1519 (about €1800). Send a written complaint to the airline within 7 days of receiving your luggage and include a copy of the PIR form.

Need help with a complaint?

The European Consumer Centre (ECC) offers free legal advice and can assist you with making a claim against a non-Dutch airline based in the EU, Norway, Iceland, or the United Kingdom.

If your complaint is about a Dutch airline, please contact:

Please note that the above links refer to Dutch websites.