What to do if your luggage is lost?

Every day, thousands of suitcases are lost or go astray at airports. Most of the time, these are bags checked in for flights with one or more connections.
What should you do if your luggage is lost?

The causes of lost luggage

More than 50% of lost luggage is due to a routing error during a stopover. Bags can also go astray due to a barcode reading problem, mishandling or a labelling error. However, this stray luggage very often ends up reaching its destination, albeit with a delay of several hours or several days.

The 3 steps to take if your luggage is lost

1. Reporting the lost luggage

As soon as you're sure your luggage is delayed or lost, go immediately to the baggage service desk at the airport or the airline.
You'll need to fill in a PIR form ("Property Irregularity Report", also used for luggage damaged on arrival), on which you state, in addition to your contact and personal details, your baggage tag number (barcode), proof of your flight (ticket and/or boarding pass) and a description of the lost luggage and items. Based on this form, the airline can launch a search and trace your luggage. Some airlines also make this form available online on their website.

Don't forget to ask for a receipt for your loss report.

Luggage is often found within 48 hours. Bags will only be officially declared lost after a period of 21 days. If your luggage is found, it will be delivered to you free of charge at the address you gave in your report. Feel free to check in regularly with the airline for updated information.

2. Essential items

After reporting your luggage as lost or stolen, some airlines will give you a small bag with essential items, or let you be reimbursed for the (limited) cost of buying essential items or clothing. Most of the time, this compensation doesn't apply if it's the return flight home.

Do you have a travel assistance contract or baggage insurance? Depending on the plan you chose, your assistance company may send you a suitcase of personal items on the spot, or grant you an allowance so you can cover essential purchases.

3. Compensation for lost, damaged or delayed luggage

If a bag is lost, stolen or delayed on a flight, compensation can be claimed by registered letter from the airline, provided the claim deadlines are respected.

Since luggage is considered officially lost after 21 days, it's only from that point that a compensation claim can be considered by the carrier. Note that only checked luggage can be compensated; hand luggage remains your own responsibility.

In the case of damaged luggage, the report must be made within 7 days of noticing the damage.

How much compensation can you get?

Under the rules on international air transport set out in the Montreal Convention, airlines from signatory countries are required to pay up to 1,600 euros in compensation for lost luggage, per bag and per passenger. The better you can prove the value of the contents of your suitcase (with proof of purchase, for example), the better your compensation will be. Compensation for jointly used luggage will only be granted if travellers can prove they were using the same suitcase.

If the value of your suitcase is higher than this amount, declare it directly when checking in your luggage. You will then be offered the option to take out insurance with the airline, if you haven't already taken one out beforehand.

For any further information about compensation, check with your airline. See also the Belgian Ministry of Economy's website on lost or damaged luggage.

How to reduce the risk of lost luggage

• Carry valuables and essential medication for your trip in your hand luggage, which is less likely to go astray (unless you forget it...).
• If several family members are travelling together, spread your clothes across several suitcases. That way, if one of them goes missing, you'll always find some clothes to wear in the suitcases that did arrive.
• Use a (discreet) tag that you stick or attach to your luggage, stating your name and contact details (including your mobile number). Also stick an identification label inside your luggage. This will make it easier to prove ownership if needed.
• Making your luggage recognisable (for example with a distinctive sticker) is a good trick for spotting it easily on the baggage carousel. However, remove any indication of previous trips that could cause a routing error. Don't use a strap or attach anything to your luggage (string, piece of fabric...) that could interfere with scanning or its automatic routing to the hold. Obviously, make sure your luggage is properly closed.
• Some companies, such as e-lostbag, offer a luggage identification and tracking system using an electronic chip placed inside the bag. This system is useful as long as the baggage handling service has the tool needed to read the electronic chip.

Taking out insurance for lost or stolen luggage

Baggage insurance will compensate you based on the contents of a bag that has been stolen, lost or damaged. But be careful, as not all items are covered, and the residual value of covered items drops quickly depending on their age. You'll also need to be able to prove you're the owner (proof of purchase, invoice...).
Depending on the plan chosen, baggage insurance is either included or optional in Redion's annual assistance contracts.

Final tips

If your luggage is lost on a flight, it's essential to stay calm and remember that most bags are found. Also remember to let anyone waiting for you know that you'll likely be delayed due to the administrative process. Do the same if you're expected by a taxi service you booked in advance. Don't forget, baggage insurance can give you extra peace of mind.

Have you lost your identity card or passport? Read here the procedure to follow.

First published: 06/2014 - Updated: 07/2024