Baggage lost or delayed due to problems at Amsterdam Airport Schiphol? These are your rights

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Linda, Marketing and Communication Advisor
Published on 22 July 2022

Due to staff shortages, Schiphol Airport is facing baggage issues as well as long waiting times. Some travellers wait for their baggage to arrive for hours. Or are sent home without their suitcase. What are your rights if your suitcase is delayed, lost or damaged?

A frustrated woman leaning on a suitcase with her arms raised and mouth open, expressing confusion or annoyance.

Delayed or lost baggage

Is your suitcase missing on the baggage belt? Then the airline is responsible for the consequences. The airline should provide you with an emergency kit of essential items. Or the airline should refund your expenses for buying the items yourself. This includes expenses for:

  • toiletries
  • swimwear
  • sun lotion
  • underwear
  • clothes

Has the airline not managed to find your suitcase within 21 days? Or has the airline notified you that your baggage is considered lost before this time? Then you are entitled to receive compensation for your lost baggage. The maximum compensation is € 1.280.

Damaged suitcase

Has your baggage been damaged during the flight? In this case the airline is also responsible for the consequences. You are entitled to receive compensation for the damage. The maximum compensation is € 1.280 per traveller.

Claim compensation from the airline

Step 1

Report the problem when you arrive at the airport

Is your suitcase missing or has it been damaged? Be sure to report this when you arrive at the airport. You can do this at a service counter for the airline you flew with. Here you will be given a PIR form. Fill in your personal details and explain what the problem is. Return the form to an employee at the service counter and ask for a copy. Keep this copy.

Step 2

Ask the airline for compensation

After reporting your issue, you can ask the airline for compensation. You have to notify the airline within a certain time period. This time period differs per situation:

  • Damaged baggage
    Has your baggage been damaged during the flight? Then be sure to report this at the airport. Did you not notice the damage till later? Report the damage within 7 days.
  • Delayed baggage
    Is your baggage missing from the baggage belt? Ask the airline for compensation within 21 days after you receive the delayed baggage.

Always ask for compensation in writing. You can use our template letters for this. You can also check the airline website to see if the website has a form for demanding compensation.  

Step 3

Contact your travel insurance company

Does the airline not reimburse the full amount? And do you have travel insurance? Then contact the insurance company. Your travel insurance may cover part of the damage.

Step 4 

Ask the ECC for help

Did you not receive compensation? Even though you were entitled to receiving this? And did you fly with a (non-Dutch) EU airline? Then ask the ECC for help. Our legal experts will help you to find a solution free of charge. Read more about the ECC’s services.

Do you have a problem with a Dutch airline and do you live in the Netherlands? Then contact the Juridisch Loket for free legal advice.

Step 5

Report your complaint to the Human Environment and Transport Inspectorate (ILT)

Does the airline not keep to the rules? Report this to the Dutch Human Environment and Transport Inspectorate (ILT). The ILT does not handle individual complaints. However, if more passengers contact the ILT with similar complaints, the inspectorate may choose to take action by issuing an official warning or fine.

Step 6

Take your case to court

Have you still not received the compensation you were entitled to? In this case you may want to choose to take your case to court. A judge will decide whether the airline is obliged to pay you compensation.