We know it’s distressing to find your bags are damaged, delayed or lost and we’ll do all we can to fix the issue as quickly as possible.
Find information on:
Damaged bags
Delayed bags
Lost property
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Damaged bags
We’re very sorry if your bag is damaged. If the damage happened when your luggage was in our care, we’ll do everything we can to repair or replace it as quickly as possible.
How to report a damaged bag:
- Please take a photo of the damage BEFORE you leave the airport. Photos taken later may not be accepted.
- Complete a damage report and then register your claim on our dedicated web page as soon as possible. If you completed a report in person at the airport you will still need to register your claim
- Make sure you complete your report and claim within 7 days of your flight
IMPORTANT: Please make sure that you take photos of any damage and aim to report it BEFORE you leave the airport or as soon as possible afterwards. Photos taken later may not be accepted. You need to report and then complete the registration of your claim within 7 days of your flight. Make a report.
We ask customers arriving at one of the airports listed below to complete a damage report at our Baggage Services desk in the airport arrivals hall, where staff will be able to help you:
- Naples
- Venice
- Milan Malpensa
- Nice
- Amsterdam
- Basel
- Porto
- Lisbon
We can’t be responsible for damage that’s:
- Superficial or external such as scuffs and/or scratches.
- Due to overpacking.
- From water, rain or snow.
- To fragile or perishable items inside your baggage. To claim for damaged items inside your bags, please contact your travel insurance.
What happens next?
Did you report your damaged bag to a member of our staff at the airport on arrival? If so, you’ll need to complete the registration of your claim here within 7 days of your flight. If you registered your damaged bag online, you don’t need to do this. In either case, we’ll contact you to collect your luggage and repair any damage as quickly as possible.
If you’re a non-UK resident, we won’t be able to repair your bag. We’ll offer you a replacement instead. We’ll do our best to match your bag from a wide range of stock. If we can’t, we’ll offer you an alternative as close in size as possible.
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Delayed bags
If your bag is missing from the Arrivals Hall when you land, you should contact a member of the Baggage Services Team within the airport to help you. If they are unable to retrieve your bag before you leave the airport or, if there’s no one available, or you’re pushed for time, you can use our dedicated Baggage Portal to register your bag. You need to make sure you do this within 24 hours of your flight arriving.
Why is my bag delayed?
There can be a number of reasons why bags don’t make it onto the aircraft.
These could be:
- Technical problems with the luggage system
- Human error
- Technical problems with the aircraft
We manage our delayed bags together with the airport Baggage Services Team and our specialist partner First Flight.
What happens next?
Up to 5 days after your arrival
More than 90% our delayed bags are found by our airport teams within the first five days. If your bags are found in this time, we’ll be in touch to let you know, and to organise getting your bag back to you as soon as possible. You can also check the status of your bag and find contact details for your airport via our online portal.
Between 6 and 45 days after your arrival
If your bag hasn’t been found within 5 days of you reporting it on our online portal, our Specialist Baggage Tracing team will continue to look for your bag, and will contact you when we have any further information. You can also check the status of your bag via this online portal or speak to our team via Live Chat.
Chat to us
If your bag has been delayed by more than 5 days, you can chat to a member of our Delayed Baggage Tracing Team.
Chat is available daily from 08.30 – 20.00 Monday to Friday (UK time).
Travelling to Egypt or Morocco?
Due to local customs regulations we’re unable to deliver delayed luggage in Egypt or Morocco. All luggage must be collected in person at the airport.
Travelling to Gibraltar?
Due to local Customs regulations, we’re unable to deliver luggage to any address in mainland Spain that arrived in Gibraltar. All luggage must be collected in person at the airport.
Has your bag been delayed for more than 45 days?
In the unfortunate and rare event that we can’t find your bag after 45 days, we consider it to be lost, and you’ll be eligible for compensation. You can claim this compensation online here. The amount paid will depend on the contents of your bag and any receipts you have as proof of purchase.
Even if we’ve declared your bag lost at this stage, we’ll keep the details on our system and will let you know if we find it in the future.
Essential items
If you’re away from home and your bag hasn’t been returned to you within 24 hours, we understand that you’ll need to buy essential toiletries and basic clothing. For this we’ll reimburse up to £25 per person per day, for up to three days (that’s a maximum of £75 per person in total). To claim the money back, please keep all receipts and submit them onlinewithin 21 days of your flight.
We’ll pay your claim in Pounds Sterling, Euros or other local currency converted at the daily rate at the time of payment. A claim is only valid if you were away from home and have proof of all expenses incurred.
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Lost property
Did you forget something on one of ourflightsor at the airport?Not to worry, we’re here to help.Anchor
On board
If you’ve left something on board, our Cabin Crew will hand it to our Ground Crew and they’ll pass it on to our Baggage Services team. All lost property not collected within 24 hours is handed to the airport's Lost Property office.
At busy times it may take a while for your lost property to reach our Baggage Services team, so please be patient.
Here’s a full list of numbers by airport for our Baggage Services teams. We would encourage you to check with both your departure and arrival airport as sometimes items are recovered during turnaround and taken back to the aircraft’s base if Ground Crew have already left the aircraft.
In the airport
If you’ve left something in the airport, including Duty Free, please contact the airport’s Lost Property office. The general information desk will be able to direct you to the Lost Property office.
Lost passports or identity documents
If you’ve lost a passport or identity document, it may be handed to immigration officials or the local police instead of the airport Lost Property office. The airport Information desk should be able to help you contact them.
