My luggage is lost, delayed or damaged — who pays?

Direct answer

The airline, under the Montreal Convention, up to about €1,600 per passenger — but only if you report before leaving the airport (the PIR form at the baggage desk) and claim in writing within 7 days for damage, 21 days for delay. Keep receipts for essentials you buy while waiting. If the airline refuses or ignores you, Direction de l'aviation civile (DAC) (dac.gouvernement.lu) supervises airlines in Luxembourg; Centre Européen des Consommateurs Luxembourg (26 84 64 1) helps against an airline based elsewhere in the EU; your travel insurer, and Médiateur en assurances (ACA) / CAA (44 21 44 1) if it refuses, covers the rest.

Call firstDirection de l'aviation civile (DAC)

Report toCentre Européen des Consommateurs Luxembourg

If that failsMédiateur en assurances (ACA) / CAA

🗣️ What to say

"Flight [number] on [date], PIR [number]. My bag [tag number] is [missing / delayed since / damaged: what]. Under the Montreal Convention I claim [the value of the contents and the bag / the cost of essentials / the repair], [amount], receipts attached, within the 7/21-day deadline."

🪜 Step by step

Before you leave the airportBaggage desk, PIR report, keep the reference and the bag-tag stub.
Buy essentials, keep receiptsReasonable: toiletries, underwear, a change of clothes. The airline reimburses.
Written claim within 7 / 21 daysDamage 7 days, delay 21 days from delivery. Lost = not returned after 21 days: claim the contents with a list and any proof.
Refusal: Direction de l'aviation civile (DAC), Centre Européen des Consommateurs LuxembourgThe aviation authority or the ECC for a foreign airline; the ADR body if the airline is a member.
InsurerTravel or contents insurance tops up above the airline's limit; Médiateur en assurances (ACA) / CAA decides if they refuse.

📇 All contacts

Direction de l'aviation civile (DAC)National enforcement body for Regulation 261When the airline refuses or is silent for 6–8 weeks🔗 dac.gouvernement.lu

Centre Européen des Consommateurs LuxembourgFree help with sellers in another countrySeller outside Luxembourg📞 26 84 64 1 🔗 www.cecluxembourg.lu

Médiateur en assurances (ACA) / CAAMediation with insurersAfter the insurer's refusal📞 44 21 44 1 🔗 www.aca.lu/mediateur

Service national du Médiateur de la consommationFree mediationAfter a written complaint without a solution🔗 www.mediateurconsommation.lu

❓ Frequently asked

What is the maximum?

About 1,288 SDR — roughly €1,600 — per passenger for all baggage, unless you declared a higher value at check-in. Above that, insurance.

They gave me a voucher

You can insist on money for a Montreal claim; vouchers are optional.

Damaged wheels and handles

Airlines like to exclude them; the Convention does not. Claim anyway and escalate.

📎 Sources

Last checked: 2026-09-26

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“lost luggage compensation Luxembourg”
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🧭 Is this still correct?

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🧳 My luggage is lost, delayed or damaged — who pays?