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Delayed, Lost, Damaged Baggage and Lost Property

If you experience any loss, damage, or delay to your baggage you must tell our team straight away. Please make sure that you complete a Property Irregularity Report (PIR) before leaving the airport, as without this document our Customer Services team may not be able to process your claim. You will also need to keep a copy of the completed PIR.

Delayed / Lost Baggage
Once you've completed your PIR, you can check the status of your delayed baggage.

We will also update you by text message, so please give our Customer Helpers a mobile number when you complete your PIR.

We would like to reassure you that once we’ve located your bag, we will deliver it to you at your hotel or home address. Our appointed courier company will contact you directly to arrange the best delivery time for you.

It may take a little time to locate your bag. However, if for any reason you feel you have not received enough communication from us, please email and one of our team will get back to you as soon as possible.

The Facts
  • If your baggage is lost or delayed, please fill in a Property Irregularity Report (PIR) before you leave the airport.
  • We’ll deliver you bag once we locate it.
  • If your bag is not located after five days, Central Baggage Services will endeavour to find it.

Damaged Baggage
Please remember that your baggage should be sufficiently strong to withstand the baggage handling process, as we are unable to accept responsibility for damage to bags that were not fit for purpose. Scratches, dents, and cosmetic damage to the suitcase itself are classed as normal wear and tear, and as such we are unable to consider claims for minor damage.

If your suitcase has suffered more substantial damage whilst in our care, we would be happy to give you a replacement free of charge. If you are currently in the UK, one of our Customer Helpers at the airport can help you with this process, and you will typically receive your replacement case within 14 days of ordering. If you are not in the UK, please contact our Customer Service team ( who will be happy to help.

Baggage Claims’s liability for delayed, lost, and damaged baggage is limited under the Montreal Convention. This simply means that you may prefer to make a claim under your own travel insurance - you can find further details in our Terms and Conditions. Please note that you must send your claim in writing to the address below, as a PIR on its own is not considered to be a claim.

Any claims against for delayed or lost baggage must be sent to us in writing within 21 days of your delayed baggage being returned to you, or of you being informed that your baggage has been irretrievably lost. Should you wish to make a claim, please send us a copy of your PIR, as well as receipts for any items for which you intend to claim, as explained in our Terms and Conditions.

All claims against for damaged baggage must be sent to us in writing within seven days of you completing your PIR, or within seven days of your return flight home, whichever is the greatest. Should you wish to make a claim, please send us a copy of your PIR, photographic evidence of any damaged items, and receipts for any items for which you intend to claim, as explained in our Terms and Conditions.

Write:Baggage Claims Team
PO Box 284
LS11 1GE
United Kingdom

We aim to respond to you within 28 days.

Please note that will not accept liability for valuable items (e.g. jewellery, cameras, laptops, cash, electrical equipment, and documents) contained within any checked-in hold baggage as these items must be carried within hand luggage in the cabin. The limits of our liability in relation to baggage are described in detail in our Terms and Conditions. Under international convention, any payment that the airline is liable to pay for lost or damaged items is limited. This is why we strongly recommend that you take out comprehensive travel insurance. We would suggest that you try to make a claim with your travel insurer first as they are more likely to offer a higher level of compensation than us.

The Facts
  • You must send your claim in writing within seven days for damaged baggage and within 21 days for delayed or lost baggage.
  • We will aim to respond to you within 28 days..
  • We strongly recommend you take out travel insurance and make a claim with your insurer first.

Lost Property Please take care of your personal belongings at all times, as retrieving lost items can be a complex process. We are not responsible for tracing your lost property and respectfully ask that you contact the local airport teams directly.

Any items found at the airport will generally be handed to the airport’s lost property department, or in the case of documents, to the airport police. Plese contact the airport’s lost property office yourself – you can find their contact details by visiting the relevant airport’s website.

Should our Cabin Crew find anything on board an aircraft during the turnaround, it will be handed to a member of Ground Crew. Please see a member of our team on arrival, who will be able to assist you further.