Baggage problems
Problems can always arise in a complex flight network. We will take care of any delayed or damaged bags. Here you can find the most important information, links and contact details.
Delayed baggage
Report it at the airport
Have you already been waiting a while at the carousel to get your case? If your case does not arrive, please contact our staff directly at the airport. You will receive a written confirmation with a transaction number to track the status of your lost bags online. Please keep this confirmation in a safe place.
Report it online
To avoid waiting times at the airport counter, you can also report your delayed baggage online.
Useful tips
We recommend attaching a label containing your home and holiday address on the case to prevent confusion. Distinctive stickers or luggage belts help with the correct identification. Please note that only approved items must be packed in your case, otherwise it will have to be opened by security control. You should always carry important items such as papers, valuables, keys and medication in your hand luggage.
Damaged bags or items missing from your checked bags
Report baggage
Was your bag damaged during transport or is an item missing? So that we can deal with this promptly, please contact our staff at the airport and request a damage report with a transaction number. Keep this damage report in a safe place.
Hand over baggage
Please also hand over the original invoice, the baggage tag and the baggage loop to our contractual partner together with the damaged bag. You will receive contractual partner’s contact details from us.
Get a replacement
The value is calculated based on the original invoice and you will receive a replacement bag that corresponds to this value.
If you no longer have the invoice, the value will be estimated and you will receive a replacement bag from our contractual partner.
Report baggage
Was your bag damaged during transport or is an item missing? So that we can deal with this promptly, please contact our staff at the airport and request a damage report with a transaction number. Keep this damage report in a safe place.
Hand over baggage
Please also hand over the original invoice, the baggage tag and the baggage loop to our contractual partner together with the damaged bag. You will receive contractual partner’s contact details from us.
Get a replacement
The value is calculated based on the original invoice and you will receive a replacement bag that corresponds to this value.
If you no longer have the invoice, the value will be estimated and you will receive a replacement bag from our contractual partner.
