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, Hrvatska agencija za civilno zrakoplovstvo (HACZ) (01 2369 300) supervises airlines in Croatia; Europski potrošački centar Hrvatska (ecc-croatia.hr) helps against an airline based elsewhere in the EU; your travel insurer, and Pravobraniteljstvo za osiguranje (HUO) / HANFA (01 4696 600) if it refuses, covers the rest.

Call firstHrvatska agencija za civilno zrakoplovstvo (HACZ)

Report toEuropski potrošački centar Hrvatska

If that failsPravobraniteljstvo za osiguranje (HUO) / HANFA

🗣️ 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: Hrvatska agencija za civilno zrakoplovstvo (HACZ), Europski potrošački centar HrvatskaThe 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; Pravobraniteljstvo za osiguranje (HUO) / HANFA decides if they refuse.

📇 All contacts

Hrvatska agencija za civilno zrakoplovstvo (HACZ)National enforcement body for passenger rights (EU 261)When the airline refuses or is silent for 6–8 weeks📞 01 2369 300 🔗 www.ccaa.hr/prava-putnika

Europski potrošački centar HrvatskaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 ecc-croatia.hr

Pravobraniteljstvo za osiguranje (HUO) / HANFAComplaints against insurers, mediationAfter the insurer's refusal📞 01 4696 600 🔗 www.huo.hr

Centar za mirenje HGK / Sud časti HGKADR; the trader usually settlesAfter a written complaint without a solution🔗 www.hgk.hr/centar-za-mirenje

❓ 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?