What should I do if my luggage is lost by an airline?

Arriving at your destination without your checked bag is frustrating, but the steps you take in the first hour matter most. Most bags are delayed rather than permanently lost, and airlines have a legal duty to trace and return them. Acting quickly and keeping written records gives you the best chance of getting your bag back and being reimbursed for reasonable expenses.

What is happening

Airlines are responsible for checked baggage from the moment you hand it over until you collect it. When a bag does not arrive, it is usually misrouted, left behind during a tight connection, or loaded onto the wrong aircraft. Under international rules such as the Montreal Convention, and under many national consumer laws, the airline must trace the bag and compensate you if it is not returned within a set period.

What to do first

1. Do not leave the airport without filing a report. Go straight to your airline's baggage service desk in the arrivals area.
2. File a Property Irregularity Report (PIR). This is the official record of your missing bag. Give the agent your baggage claim tag, boarding pass, flight number, and a description of the bag.
3. Get a copy of the PIR. It contains a reference number you will need for every follow-up. Keep it safe.
4. Ask what the airline will cover. Many airlines will reimburse reasonable emergency purchases such as toiletries and a change of clothes while the bag is missing. Ask for the policy in writing.
5. Keep every receipt. Buy only what you reasonably need, and keep itemised receipts.

What NOT to do

• Do not leave the airport without filing a PIR. Reports filed later are much harder to process.
• Do not throw away your boarding pass or baggage tag. They are your proof of travel and of the bag.
• Do not accept a verbal promise only. Ask for confirmation by email or in writing.
• Do not buy expensive items expecting automatic full reimbursement. Keep purchases reasonable and documented.
• Do not delay follow-up. Contact the airline in writing as soon as possible and keep a log.

Follow-up and escalation

Contact the airline in writing, by email or through its official claims channel, within the time limit stated in its conditions of carriage. Include your PIR number, flight details, and a list of expenses with receipts. If the bag is not returned within 21 days, many airlines treat it as lost, and you can claim compensation. If the airline refuses to pay or does not respond, escalate to its customer relations department, then to your national consumer protection body or the relevant aviation authority.

When to seek professional help

If the airline denies a valid claim, offers an unreasonably low amount, or ignores your correspondence, consider contacting a consumer advice service or a lawyer who handles travel claims. Time limits apply, so do not wait.

How to reduce the risk

• Put your name, phone number, and email inside and outside the bag.
• Photograph your bag and its contents before checking it in.
• Pack essentials and valuables in your carry-on, not in checked luggage.
• Remove old baggage tags so scanners do not read the wrong barcode.

Start at the airport desk, get your PIR, keep your records, and follow up in writing. Most bags are reunited with their owners within a few days.