Damaged or lost luggage
If luggage fails to arrive within 21 days after the moment when it should have, it shall be deemed lost and the airline shall be held liable for the loss. In this case, passengers are entitled to compensation. They shall report the loss of their luggage at the lost & found counter and shall then file a compensation claim, in which the items lost shall be listed and invoices proving their purchase shall be enclosed. The compensation amount for the lost, destroyed, or damaged luggage shall be limited to SDR 1131, which is approximately €1300. If passengers do not have invoices, the compensation amount shall depend on the assessment of the airline. Under general conditions, airlines may exclude liability for certain types of items, such as expensive, sensitive, and perishable items, so it is recommended that such items be carried as hand luggage on board.
If luggage arrives with a delay, passengers may request a reimbursement for emergency purchases on the basis of invoices, such as the purchase of basic hygiene products and replacement clothes. If luggage is lost on the way home, airlines will most likely refuse to cover such costs, as it is expected that such items will be available to passengers at home. If luggage is damaged when it arrives, passengers shall file a complaint within seven days after receiving their luggage or within 21 days if the luggage arrived with a delay.