Reporting baggage problems

We know how distressing a delayed or damaged bag can be and will do everything in our power to ensure it doesn’t spoil your trip. We return most missing bags to their owners within 72 hours.

Bag on conveyor belt.

Report a missing bag

If you have any problems creating a report, please contact us.

You must report a missing bag to us within 8 days of the bag going missing.

Report damage to a bag or contents

Including missing or damaged contents and damaged baggage.

  • If you are still at the airport – please report your problem to a member of staff before you leave.
  • If you have already left the airport – please contact us.

You must report damages and loss of contents within seven days of receiving your bag.

Check and update your missing baggage report

If you have already reported your missing bag and have a missing baggage report number, you can log into our baggage tracing system to:

  • check the status of your missing bag
  • provide additional details to help us identify your bag
  • update your contact details and forwarding address

Check and update your missing baggage report

Retrieving your bag

In most cases, as soon as we find your bag we will return it to you for free to any address you choose. If you have travelled internationally, you may be required to complete a local customs declaration form before this can happen.

Check customs declaration rules

In a few countries, local laws prevent us from forwarding your bag and you will need to collect it from the airport, but we’ll tell you if this is the case.

Claims and compensation

If you have experienced a delayed bag or damage to your baggage or contents, you may be entitled to make a claim.

Find out more about what you can claim and how