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, ΥΠΑ — Υπηρεσία Πολιτικής Αεροπορίας (hcaa.gov.gr) supervises airlines in Greece; Ευρωπαϊκό Κέντρο Καταναλωτή Ελλάδας (210 6460284) helps against an airline based elsewhere in the EU; your travel insurer, and Ελληνικός Χρηματοοικονομικός Μεσολαβητής / ΔΕΙΑ (Τράπεζα της Ελλάδος) (10 440) if it refuses, covers the rest.

Call firstΥΠΑ — Υπηρεσία Πολιτικής Αεροπορίας

Report toΕυρωπαϊκό Κέντρο Καταναλωτή Ελλάδας

If that failsΕλληνικός Χρηματοοικονομικός Μεσολαβητής / ΔΕΙΑ (Τράπεζα της Ελλάδος)

🗣️ 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: ΥΠΑ — Υπηρεσία Πολιτικής Αεροπορίας, Ευρωπαϊκό Κέντρο Καταναλωτή ΕλλάδαςThe 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; Ελληνικός Χρηματοοικονομικός Μεσολαβητής / ΔΕΙΑ (Τράπεζα της Ελλάδος) decides if they refuse.

📇 All contacts

ΥΠΑ — Υπηρεσία Πολιτικής ΑεροπορίαςNational enforcement body for Regulation 261When the airline refuses or is silent for 6–8 weeks🔗 www.hcaa.gov.gr

Ευρωπαϊκό Κέντρο Καταναλωτή ΕλλάδαςFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 210 6460284 🔗 www.eccgreece.gr

Ελληνικός Χρηματοοικονομικός Μεσολαβητής / ΔΕΙΑ (Τράπεζα της Ελλάδος)Complaints against insurersAfter the insurer's refusal📞 10 440 🔗 hobis.gr

Συνήγορος του ΚαταναλωτήIndependent out-of-court resolution, freeAfter a written complaint without a solution📞 210 6460862 🔗 www.synigoroskatanaloti.gr

❓ 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?