Damaged Bags

Reporting Damaged Bags:

1. Photograph Damage: Take a photo of the damage before leaving the airport. Photos taken later may not be accepted.
2. Complete a Damage Report: Fill out a damage report and register your claim on our dedicated web page as soon as possible. If you completed a report in person at the airport, you still need to register your claim.
3. Claim Deadline: Report and complete the registration of your claim within 7 days of your flight.

Damage Reporting Locations:

If you are arriving at the following airports, complete a damage report at our Baggage Services desk in the airport arrivals hall:

• Naples
• Venice
• Milan Malpensa
• Nice
• Amsterdam
• Basel
• Porto
• Lisbon

Damage Exclusions:

We cannot be responsible for damage due to:

• Superficial or external issues such as scuffs and scratches.
• Overpacking.
• Water, rain, or snow.
• Damage to fragile or perishable items inside your baggage (contact your travel insurance for such claims).

Next Steps:

• If reported at the airport, complete your claim registration online within 7 days.
• If reported online, no further action is needed. We will contact you to arrange for the repair or replacement of your luggage.
• Non-UK residents: We offer a replacement if we cannot repair your bag, aiming to match your original bag or provide a similar alternative.

Delayed Bags

Reporting Delayed Bags:

1. At the Airport: Contact a member of the Baggage Services Team within the airport.
2. Online: If unable to retrieve your bag at the airport or if no one is available, use our dedicated Baggage Portal within 24 hours of your flight arriving.

Reasons for Delay:

• Technical issues with the luggage system.
• Human error.
• Technical problems with the aircraft.

Handling Delayed Bags:

• Up to 5 Days After Arrival: Over 90% of delayed bags are located within this timeframe. We will inform you and arrange to return your bag as soon as possible. Check your bag's status via our online portal.

• Between 6 and 45 Days After Arrival: If your bag is not found within 5 days, our Specialist Baggage Tracing team will continue the search and update you with any progress. You can also check the status or chat with our team through this chat.

  • Chat Agents Availability: Daily from 08:30 to 20:00 (UK time), Monday to Friday.

• Traveling to Egypt or Morocco: Due to local customs regulations, delayed luggage must be collected in person at the airport.

• Traveling to Gibraltar: Due to customs regulations, luggage arriving in Gibraltar must be collected at the airport; it cannot be delivered to mainland Spain.

• After 45 Days: If your bag is not found within 45 days, it is considered lost. You may claim compensation online. The compensation amount depends on the contents of your bag and proof of purchase.

Essential Items:

• Reimbursement: Up to £25 per person per day for up to three days (maximum of £75 per person).
• Claim Submission: Keep all receipts and submit your claim online within 21 days of your flight.
• Currency: Claims will be paid in Pounds Sterling, Euros, or other local currency converted at the daily rate.

Lost Property

On Board:

• If you leave something on board, it will be handed to our Ground Crew and then passed to the Baggage Services team. Lost property not collected within 24 hours will be transferred to the airport's Lost Property office.
• Contact: Check with both your departure and arrival airport for lost property. Items may be recovered during turnaround and taken back to the aircraft’s base if Ground Crew have already left the aircraft.

At the Airport:

• If you leave something in the airport, including Duty Free items, contact the airport’s Lost Property office. The general information desk can direct you to the Lost Property office.

Lost Passports or Identity Documents:

• These may be handed to immigration officials or local police rather than the airport Lost Property office. The airport Information desk can assist you in contacting the relevant authorities.