Damaged Baggage

If your baggage is damaged while in transit with us, we will ensure that your items are replaced.

Please report your damaged baggage at the information desk when you arrive at the airport.

Damage not reported at the time of arrival must be reported through our Post Travel Enquiry form, within seven days of receiving your baggage.

Your report will be assessed and reviewed by our team and details on the next steps will be outlined. You will also receive a Property Irregularity Report reference number.

Please note: We don't cover minor damage to the exterior of baggage (e.g. scratches, stains, soiling, dents) resulting from normal wear and tear or for water damage to non-waterproof baggage.

 

Report Damaged Baggage

 

 

Damaged cabin baggage

We accept no liability for damage to unchecked cabin baggage, unless such damage is caused by our negligence.

 

Damaged baggage entitlements

If your checked baggage is damaged, you have certain entitlements. Any compensation due to customers with baggage related claims adheres to our terms and of carriage.

Airlines have limited liability for damaged baggage. If you hold personal travel insurance we advise you to contact them directly to initiate a claim.

Make a claim: If you don't hold any personal travel insurance, all claims must be reported to our Customer Support Team using our Post Travel Enquiry form and please include:

• Your unique Property Irregularity Report (PIR) reference number
• Your booking reference number

And attach the following as a single PDF (one attachment per form):

• Your baggage tags
• Any relevant receipts for repair or replacement. Relevant receipts are necessary for auditing purposes when considering all claims.

 

Damaged Baggage Claim