Lost, delayed or stolen luggage? Here’s what to do next

There are few worse ways to start a trip than standing at the baggage carousel and realising everyone else has collected their suitcase – except you.

If your luggage doesn’t arrive, try not to head straight for the airport exit. There are a few important steps to take before you leave. Here’s what you should do if your luggage has been delayed, lost or stolen.

Find out what you may be entitled to from your airline, and how travel insurance could provide additional support.

What to do if your luggage doesn’t arrive

If your checked luggage is missing when you arrive at your destination, report it before leaving the baggage reclaim area. Having an official record of the missing bag can be important when dealing with both the airline and your travel insurer.

Find the airline’s baggage desk

If your bag doesn’t appear on the carousel, head to your airline’s baggage services or handling desk before leaving the baggage reclaim area. If you’re not sure where to go, ask a member of airport staff to point you in the right direction.

Keep your boarding pass and baggage claim tag handy – the airline will usually need these details to help trace your bag.

Complete a Property Irregularity Report (PIR)

You’ll usually be asked to complete a Property Irregularity Report (PIR). This creates an official record of your missing luggage and helps the airline begin tracing it.

You may also need your PIR reference if you later make a claim with the airline or your travel insurer.

Be prepared to provide:

• Your contact details
• Your flight information
• Your baggage claim tag
• A description of your suitcase
• Details that could help identify it

Top tip: Be as specific as possible when describing your bag. Include its colour, brand and size, along with anything distinctive, such as a luggage strap, sticker or brightly coloured tag.

What happens if your luggage is delayed?

If your suitcase doesn’t appear on the carousel, it doesn’t necessarily mean it’s lost. Bags can sometimes miss a connecting flight, be sent on the wrong aircraft or simply take a little longer to reach their destination.

Once you’ve reported the delay, ask the airline how you can track your bag and how they’ll keep you updated. It’s also worth checking whether they’ll deliver your luggage to you once it’s found, so you know what to expect while you wait.

Can you buy essentials while you wait?

If you’re away from home without your luggage, you may need to buy a few essentials while you wait.

Depending on the airline, your journey and the circumstances, you may be able to seek reimbursement for reasonable essential purchases such as:

• Toiletries
• Basic clothing
• Other necessary everyday items

Keep all receipts for anything you buy as a result of your baggage delay. Your airline may ask for these when considering your claim.

Airlines can have different procedures and policies for delayed baggage expenses, so check directly with your carrier before making significant purchases.

When is delayed luggage considered lost?

Under the Montreal Convention, delayed baggage is generally treated as lost if it has not arrived within 21 days, or if the airline acknowledges before then that it has been lost.

During this period, the airline should continue trying to trace your luggage. If it cannot be located, you may then be able to make a claim for your bag and its contents, subject to the applicable rules and limits.

Keep copies of your PIR, baggage tags, correspondence with the airline and receipts for your belongings. These could all be useful when making a claim.

What are your rights if an airline loses your luggage?

If an airline loses, delays or damages your luggage, you may be entitled to compensation. For many international journeys, your rights are covered by the Montreal Convention, which sets out the airline’s responsibility when something happens to your checked baggage.

There are limits to how much an airline can be liable for, so you won’t necessarily receive the full value of your belongings. How much you can claim will depend on the circumstances and the evidence you can provide.

How much compensation could you receive?

Airline liability is capped and does not necessarily mean you’ll receive the maximum amount. The amount you receive will depend on your individual circumstances, the evidence you can provide and the applicable rules.

Airlines may also take the age and condition of belongings into account rather than simply reimbursing their original purchase price. You may be asked to provide evidence of ownership or value, such as receipts. This means airline compensation may not necessarily cover the full financial impact of losing your luggage.

What if your luggage has been stolen?

If you think your luggage has been stolen rather than delayed or lost by the airline, there are a few extra steps you’ll need to take.

Report the theft to the police

Report the theft to the local police as soon as reasonably possible. Ask for a copy of the police report or a reference number. Your travel insurer may require this as evidence when considering a claim for stolen belongings.

If you're abroad, make sure you follow the local reporting procedure and keep any documentation you're given.

Tell the airline and airport staff

If your checked luggage disappears during your journey, you should still report it to the airline and complete a PIR where appropriate. If you believe the theft happened at the airport, you should also report it to airport staff or security.

The important thing is to create a clear record of what happened and keep copies of any documentation you receive.

Can travel insurance help with lost or delayed luggage?

Travel insurance can provide an extra layer of protection if your luggage is delayed, lost or stolen, depending on your policy and the circumstances. For example, some policies may provide money towards essential purchases when your checked luggage is delayed. Others may provide cover for baggage that is lost, stolen, damaged or destroyed.

Always check your policy before you travel so you understand what's covered, the limits that apply and what you'll need to do if something goes wrong.

How JustCover can help with delayed baggage

If you have JustCover travel insurance, you may be able to claim towards the cost of replacement necessities if your own baggage is delayed in reaching you on your outward journey for at least 12 hours.

You’ll need a written report from the carrier or tour representative confirming the delay, as well as receipts for the replacement necessities you buy.

Cover is available up to the amount shown for your chosen level of cover in the summary of cover, so check your Policy Wording for the limits that apply.

Can JustCover help with lost or stolen baggage?

JustCover may also provide cover for the value or repair of your own baggage if it is lost, stolen, damaged or destroyed during your trip. However, it does exclude certain items and circumstances – including gadgets, valuables and money left in checked-in baggage.

It’s worth remembering that baggage claims aren’t necessarily based on what you originally paid for an item. An allowance is made for wear and tear and depreciation, and you may be asked to provide proof of ownership or purchase.

What should you keep if you need to make a claim?

Whether you’re dealing with an airline or travel insurer, having the right paperwork can make the process much easier.

Try to keep:

• Your Property Irregularity Report and reference number
• Your boarding pass and baggage claim tag
• Emails or other correspondence with the airline
• Receipts for essential purchases
• Receipts or other proof of ownership for belongings
• A written police report if your belongings have been lost or stolen
• Photos of your luggage, if you have them

If you're making a travel insurance claim, check your policy for any reporting deadlines and the evidence you'll need to provide.

How to reduce the impact of lost luggage

You can’t guarantee that your suitcase will arrive on the carousel, but a little preparation before you travel can make things easier if it doesn’t.

Before your next trip:

• Take a photo of your suitcase. A recent picture can make it much easier to describe your bag if it goes missing.
• Keep your baggage tag. Don’t throw it away until you’ve collected your luggage.
• Add your contact details. Put them somewhere inside your suitcase as well as on a luggage tag.
• Keep important belongings in your hand luggage. Where permitted, carry valuables, medication and important travel documents with you rather than checking them in.
• Pack a few basics in your cabin bag. A change of clothes and some essentials can come in handy if your suitcase is delayed.
• Check your travel insurance. Know what baggage cover you have and what you’ll need to do if you need to claim.

A few minutes of preparation can save you a lot of hassle if your bag decides to take a different holiday from you.

Get sorted for your next trip

Lost, delayed or stolen luggage can be a frustrating start to any trip, but knowing what to do can make things much easier. Report the problem as soon as possible, keep hold of any paperwork and receipts, and stay in touch with your airline while they investigate.

It’s also worth checking your travel insurance before you go, so you know what baggage cover you have and what you’ll need if you have to make a claim.