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, Civil Aviation Authority (CAA) (caa.co.uk) supervises airlines in the UK; UK European Consumer Centre (ukecc.net) helps against an airline based elsewhere in the EU; your travel insurer, and Financial Ombudsman Service (0800 023 4567) if it refuses, covers the rest.

Call firstCivil Aviation Authority (CAA)

Report toUK European Consumer Centre

If that failsFinancial Ombudsman Service

🗣️ 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: Civil Aviation Authority (CAA), UK European Consumer CentreThe 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; Financial Ombudsman Service decides if they refuse.

📇 All contacts

Civil Aviation Authority (CAA)National enforcement body, PACT complaint formWhen the airline refuses or is silent for 8 weeks and is not in an ADR scheme🔗 www.caa.co.uk/passengers

UK European Consumer CentreHelp with sellers in the EU, Norway and IcelandSeller is in another European country🔗 www.ukecc.net

Financial Ombudsman ServiceFree, binding complaints against insurersAfter the insurer's final response📞 0800 023 4567 🔗 www.financial-ombudsman.org.uk

Small claims — money claim onlineClaims up to £10,000 without a solicitor (£5,000 Scotland)When advice did not help🔗 www.gov.uk/make-court-claim-for-money

❓ 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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🧭 Is this still correct?

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