My luggage is lost, delayed or damaged

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, Transportklagenemnda — fly (transportklagenemnda.no) supervises airlines in Norway; Forbruker Europa (forbrukereuropa.no) helps against an airline based elsewhere in the EU; your travel insurer, and Finansklagenemnda — forsikring (23 13 19 60) if it refuses, covers the rest.

Call firstTransportklagenemnda — fly

Report toForbruker Europa

If that failsFinansklagenemnda — forsikring

🗣️ 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: Transportklagenemnda — fly, Forbruker EuropaThe 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; Finansklagenemnda — forsikring decides if they refuse.

📇 All contacts

Transportklagenemnda — flyHandles complaints for free; decisions bind the airlineWhen the airline refuses or is silent for 6–8 weeks🔗 www.transportklagenemnda.no/fly

Forbruker EuropaFree help with sellers in other EU countriesSeller in another EU country🔗 www.forbrukereuropa.no

Finansklagenemnda — forsikringFree complaints handling against insurersAfter the insurer's refusal📞 23 13 19 60 🔗 www.finkn.no

ForbrukerklageutvalgetIssues decisions the seller must follow or take to courtAfter mediation at the Consumer Authority🔗 www.forbrukerklageutvalget.no

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