Delayed or lost baggage

No matter how responsible, organized, and dedicated you are to planning your trip, some things simply cannot be predicted or planned for. One of the inconveniences that can happen to you is the loss or delay of your baggage.

Unfortunately, the consequences of delayed or lost baggage significantly impact your vacation. Knowing that you only have one outfit while heading to an important business meeting or having planned to enjoy the beach will certainly frustrate you.

Regardless of the situation, do not panic. Thanks to advanced tracking and control systems used by airlines, this problem is resolvable in the vast majority of cases. Only an extremely small percentage of baggage that fails to appear on the carousel after a flight remains permanently lost.

The first thing you should do when the baggage carousel stops and you cannot find your suitcase is to check the other carousels. It is not uncommon for a suitcase to wander onto the wrong belt.

If your suitcase is definitely nowhere to be found, the next step is to contact the Lost and Found Baggage Service. Look for the counter designated for reporting lost or damaged baggage. This counter is usually located near the exit and is clearly marked. The staff will guide you through the entire procedure. It is necessary to fill out a lost baggage report form. Before approaching the counter staff, have your passport and boarding pass ready, as you will need the information printed on these documents.

If a passenger is taking connecting flights, they should contact the airline that operated the final flight. That airline is responsible for taking the necessary measures to locate the baggage and transport it to you.

Once the report is filed, arm yourself with patience. If the airline does not deliver your baggage within 21 days, you are entitled to compensation for damages. It is highly recommended to always pack valuable items such as jewelry, electronic devices, and cash in your carry-on luggage, as airlines will not reimburse you for these items. It is advisable to have a list of the items inside your suitcase, as this will facilitate the damage assessment.

In accordance with the Montreal Convention, the carrier must assist you in purchasing the essential items you will need most while waiting for your baggage to be returned. This provision is only applicable when you are not returning home (where it is assumed you already have all your essentials at your disposal).

We advise you to carry medications, valuable items, or things that hold personal significance to you exclusively in your carry-on luggage, in order to avoid even the slightest possibility of being left without them.

If your baggage arrives damaged, it is recommended to initiate the damage report procedure immediately at the airport, before passing through customs control. If you do not do so immediately, you have 7 days from the date of retrieving your baggage to submit a written damage claim to the airline. The report is filed at the same counter as the lost baggage report, and the procedure is very similar. The airline is required to provide a written response to the claim within 60 days.