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, Τμήμα Πολιτικής Αεροπορίας (mcw.gov.cy) supervises airlines in Cyprus; Ευρωπαϊκό Κέντρο Καταναλωτή Κύπρου (ecccyprus.gov.cy) helps against an airline based elsewhere in the EU; your travel insurer, and Χρηματοοικονομικός Επίτροπος (22 848900) if it refuses, covers the rest.

Call firstΤμήμα Πολιτικής Αεροπορίας

Report toΕυρωπαϊκό Κέντρο Καταναλωτή Κύπρου

If that failsΧρηματοοικονομικός Επίτροπος

🗣️ 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: Τμήμα Πολιτικής Αεροπορίας, Ευρωπαϊκό Κέντρο Καταναλωτή ΚύπρουThe 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; Χρηματοοικονομικός Επίτροπος decides if they refuse.

📇 All contacts

Τμήμα Πολιτικής ΑεροπορίαςNational enforcement body for Regulation 261When the airline refuses or is silent for 6–8 weeks🔗 www.mcw.gov.cy/dca

Ευρωπαϊκό Κέντρο Καταναλωτή ΚύπρουFree help with sellers in other EU countriesSeller in another EU country🔗 www.ecccyprus.gov.cy

Χρηματοοικονομικός ΕπίτροποςComplaints against insurersAfter the insurer's refusal📞 22 848900 🔗 www.financialombudsman.gov.cy

Εναλλακτική Επίλυση Διαφορών — ΥΠΚApproved out-of-court resolution bodiesAfter a written complaint without a solution🔗 www.consumer.gov.cy

❓ 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?