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, Úřad pro civilní letectví (ÚCL) (225 421 111) supervises airlines in Czechia; Evropské spotřebitelské centrum ČR (evropskyspotrebitel.cz) helps against an airline based elsewhere in the EU; your travel insurer, and Kancelář ombudsmana České asociace pojišťoven / ČOI (ADR) (246 090 090) if it refuses, covers the rest.

Call firstÚřad pro civilní letectví (ÚCL)

Report toEvropské spotřebitelské centrum ČR

If that failsKancelář ombudsmana České asociace pojišťoven / ČOI (ADR)

🗣️ 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: Úřad pro civilní letectví (ÚCL), Evropské spotřebitelské centrum ČRThe 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; Kancelář ombudsmana České asociace pojišťoven / ČOI (ADR) decides if they refuse.

📇 All contacts

Úřad pro civilní letectví (ÚCL)National enforcement body for passenger rights (EU 261)When the airline refuses or is silent for 6–8 weeks📞 225 421 111 🔗 www.caa.cz/cestujici/prava-cestujicich

Evropské spotřebitelské centrum ČRFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 evropskyspotrebitel.cz

Kancelář ombudsmana České asociace pojišťoven / ČOI (ADR)Out-of-court resolution of disputes with insurersAfter the insurer's refusal📞 246 090 090 🔗 www.ombudsmancap.cz

ČOI — mimosoudní řešení sporů (ADR)Free procedure; the trader usually settlesAfter a written complaint without a solution🔗 www.coi.cz/mimosoudni-reseni-spotrebitelskych-sporu-adr

❓ 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?