You come back from the holiday and wait at the baggage carousel for your SUITSUIT suitcase. And what you see – it arrives damaged. How bad!
- Immediately after you have discovered the damage, report it at the appropriate service counter. Usually, this is the Lost & Found desk, and it is often situated in front of the exit, in the same hall with the baggage carousel.
- Ask at the service counter for the so-called PIR form, or a Property Irregularity Report. On this form, you can indicate where the damage occurred. You must attach the luggage sticker (placed on your boarding pass), so, always keep the luggage sticker even after landing. With it, you prove that the suitcase is checked in on your name.
- Finally, request a copy of the completed PIR form or take a picture of it.
- Within seven days from the date of receiving your damaged baggage and completing the PIR form, submit a written complaint to the airline you flew with. By doing this, you hold them liable for the damage. The luggage sticker on your ticket is proof that you also checked in the luggage. Always keep the luggage sticker, even after landing. A reasonable period, within which the company must respond to your complaint, is between two and four weeks.
Travel insurance and travel organisation
Check the policy of your travel insurance to find out whether there are any statements about reporting damaged luggage. If you have booked your trip through a travel organisation, their partners, i.e. bus or airline, the hotel, and the like are liable for the damage.
If you have discovered any damage to your suitcase later - let’s say when you are at home - you can still report the damage within seven days from the date of your arrival. Below, you will find a list of airline companies and the corresponding links to how and where you can report the damage.