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, Javna agencija za civilno letalstvo RS (CAA) (01 244 66 00) supervises airlines in Slovenia; Evropski potrošniški center Slovenija (epc.si) helps against an airline based elsewhere in the EU; your travel insurer, and Mediacijski center Slovenskega zavarovalnega združenja / AZN (01 300 93 80) if it refuses, covers the rest.

Call firstJavna agencija za civilno letalstvo RS (CAA)

Report toEvropski potrošniški center Slovenija

If that failsMediacijski center Slovenskega zavarovalnega združenja / AZN

🗣️ 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: Javna agencija za civilno letalstvo RS (CAA), Evropski potrošniški center SlovenijaThe 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; Mediacijski center Slovenskega zavarovalnega združenja / AZN decides if they refuse.

📇 All contacts

Javna agencija za civilno letalstvo RS (CAA)National enforcement body for passenger rights (EU 261)When the airline refuses or is silent for 6–8 weeks📞 01 244 66 00 🔗 www.caa.si/pravice-potnikov.html

Evropski potrošniški center SlovenijaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 www.epc.si

Mediacijski center Slovenskega zavarovalnega združenja / AZNOut-of-court resolution of disputes with insurersAfter the insurer's refusal📞 01 300 93 80 🔗 www.zav-zdruzenje.si

Izvajalci izvensodnega reševanja potrošniških sporovADR; the trader usually settlesAfter a written complaint without a solution🔗 www.gov.si/teme/izvensodno-resevanje-potrosniskih-sporov

❓ 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?