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, Slovenská obchodná inšpekcia (SOI) (02 58 27 21 32) supervises airlines in Slovakia; Európske spotrebiteľské centrum v SR (esc-sr.sk) helps against an airline based elsewhere in the EU; your travel insurer, and Slovenská asociácia poisťovní — Poisťovací ombudsman / NBS (poistovaciombudsman.sk) if it refuses, covers the rest.

Call firstSlovenská obchodná inšpekcia (SOI)

Report toEurópske spotrebiteľské centrum v SR

If that failsSlovenská asociácia poisťovní — Poisťovací ombudsman / NBS

🗣️ 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: Slovenská obchodná inšpekcia (SOI), Európske spotrebiteľské centrum v SRThe 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; Slovenská asociácia poisťovní — Poisťovací ombudsman / NBS decides if they refuse.

📇 All contacts

Slovenská obchodná inšpekcia (SOI)National enforcement body for passenger rights (EU 261)When the airline refuses or is silent for 6–8 weeks📞 02 58 27 21 32 🔗 www.soi.sk/sk/Prava-cestujucich-v-leteckej-doprave.soi

Európske spotrebiteľské centrum v SRFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 esc-sr.sk

Slovenská asociácia poisťovní — Poisťovací ombudsman / NBSADR with insurersAfter the insurer's refusal🔗 www.poistovaciombudsman.sk

SOI — alternatívne riešenie sporovFree procedure; the trader usually settlesAfter a written complaint without a solution🔗 www.soi.sk/sk/alternativne-riesenie-spotrebitelskych-sporov.soi

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