Baggage issues
BAGGAGE ISSUES
Delayed baggage
If your baggage is delayed or goes missing, we will do everything we can to locate it and return it to you as soon as possible. Most delayed bags are located and delivered within approximately 72 hours.
What should I do if my baggage is delayed?
Report your baggage issue
To start the search for your baggage, you will need to file a Property Irregularity Report (PIR). You can do this at the baggage service desk in the airport baggage claim area or online, up to 5 days after the date of your flight.
Search and tracking
Once your baggage issue has been reported, the tracing process will begin. Using your Property Irregularity Report (PIR) reference number, you will be able to check the status of the search online and, if needed, update certain details, change the delivery instructions, or add additional information about your baggage to help locate it.
Baggage shipment
Once we locate your baggage, we will arrange to send it to the destination airport or to the airport closest to the address you provided in your Property Irregularity Report (PIR).
Baggage delivery
Once your baggage arrives at the airport, we will notify you. After that, our delivery service will take it to the address you provided.
Reimbursement for essential items
In most cases, baggage is delivered within a few hours after the issue has been reported. If this is not the case and you are away from your place of residence, you may claim reimbursement for essential items you had to purchase while we locate your baggage.
Essential items are understood to be reasonable and necessary purchases made while waiting for your baggage, such as toiletries, a change of clothes, or medication.
Time limit to submit your claim
You may claim these expenses:
once 24 hours have passed since the PIR was opened
once you have received your baggage
within 21 days from the date your baggage was delivered
Required documentation
To submit your claim, you will need to attach:
the Property Irregularity Report (PIR) reference number
the baggage tag
purchase receipts or invoices showing the items purchased
Baggage not located after 21 days
If, after 21 days, your baggage has still not been located, you may file a claim for lost baggage. After this period, the baggage may be considered lost under the applicable criteria.
To do so, you must complete the claim form available in the Help Center and attach:
the Property Irregularity Report (PIR) reference number
the baggage tag
Damaged baggage
We do our best to ensure your baggage arrives at your destination in good condition. However, in some cases it may be damaged during transit. If this happens, please follow the steps below.
What should I do if my baggage arrives damaged?
Report your baggage issue
If your baggage arrives damaged, we recommend reporting the issue as soon as possible at the airport baggage service desk in order to open a Property Irregularity Report (PIR). You can also do this online, up to 5 days after the date of your flight.
Submit your claim
Once the baggage issue has been reported, you may submit your claim in writing within 7 calendar days from the date you received your baggage, using the form available in the Help Center.
Minor damage such as scratches, small dents, or other cosmetic wear and tear that does not affect the use or functionality of the baggage will not be considered eligible for compensation. Damage caused by inadequate packing will not be covered either.
For more information, please refer to our Conditions of Carriage.
Lost items on board
If you left a personal item on board one of our flights, it is possible that we may have recovered it. Click the link to Search for lost items.
Complete the form
Please include as much information as possible about the lost item, such as a detailed description, your flight details, and your contact information.
It is important that you provide details that may help identify the item, such as its color, size, brand, or any distinctive features. You should also include the flight number, seat number, date, route, and where you believe you lost it.
We log recovered items
All items found on board are logged to help identify them. Please note that in some cases, this process may take up to 3 weeks.
We will notify you if we find a match
If the system detects a possible match with your lost item, you will receive an email so you can confirm whether it is yours. Once confirmed, you will need to continue with the shipping process so that delivery can be arranged. Please note that shipping may be subject to the applicable cost.
Important information
Personal identification documents, such as ID cards or passports, are handed over to the airport authorities.
Due to storage limitations, found items are kept for a maximum of one month from the date they are recovered.
Perishable items are disposed of the following day.
Lost items at the airport
If you left an item in the airport facilities, you will need to contact the lost and found office at the relevant airport.