Baggage

Delayed, missing or damaged baggage

Delayed and missing baggage

We understand how stressful it is if your bag is not waiting for you at you at your destination. On the rare occasion that a bag does not arrive as planned we will do all we can to find it and get it back to you as soon as possible. 

As soon as you realise your bag is missing you’ll need to notify one of the baggage handling agents in the baggage hall at the airport before you leave the terminal building. Once the report has been made, both in the UK and overseas, the member of staff will complete a Property Irregularity Report (PIR) and you will be given a letter to advise you of the next steps.

You can track your lost baggage claim status online at WorldTracer.

If your baggage has not been returned to you within 5 days, please submit a detailed list of contents through the link http://bit.ly/mybag-MT.

This will initiate an extended tracing by our handling agent Fraport.

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Remember to contact your holiday or travel company (if separately insured), particularly if the loss is likely to exceed £250 or your baggage contains money, jewellery or valuable items such as cameras and video equipment. You should also notify any other insurer who might be providing cover for your valuables – this could include householder ‘all risk’ policies and credit card protection. Ensure that you keep all of your tickets, baggage tags and receipts to support your claim. 

If you’re flying with another airline you’ll need to contact them directly for more information.

Claim for essential items

If you are away from home we appreciate you may need to buy emergency provisions until your bag arrives. We will consider reimbursement of reasonable out of pocket expenses (excluding toiletries), on production of receipts. These should be sent to Menzies Client Solution, our Claims Handling Company, within 21 days of your return via thomascookuk@airlinecrm.com.

Damaged baggage

If you find that your baggage has been damaged while in our care you can report this to a baggage handling agent or you may then submit a claim through your own travel insurance, or through our Baggage Claims Department on the below link.

https://www.dolfi1920.de/de_en/

If you choose to claim through our Baggage Claims Department, you must contact them immediately, and no later than 7 days from the date of your flight. Failure to do so may result in your claim being refused. 

It’s important that you’re aware that there are mandatory applicable aviation laws which set out what our liability to you is in the event that your baggage is lost or damaged.  This liability is set out in the Montreal Convention and refers to something called “special drawing rights” or “SDRs”.  SDRs are a form of a form of international money, which are converted into local currency on a daily basis. 

Our liability for baggage claims is limited to 1,131 SDRs  in accordance with the Montreal Convention.  Based on current exchange rates, this is approximately £1,200.00, although you should note that this is subject to daily change dependant to the exchange rate at the time of calculation.  

If the value of your baggage exceeds the liability limit we strongly recommend that you ensure you have adequate insurance in place before travelling.

Insurance for Baggage

Strict protocols are in place to support the safe handling and stowage of baggage, however, it is important to ensure that you have appropriate insurance cover in place to protect you in the event of damage, although these situations are extremely rare.  The airlines liability is restricted to 1,131 Special Drawing Rights (aprx £1,030/1,200 eu’s depending on exchange rate) under the Montreal Convention.  You can find further details about our liability on our Lost or Damaged baggage page, and in our Terms and Conditions of Carriage in Section 27 ‘Airline Liability’.  A Special Declaration can be purchased at check-in, which will increase this liability to 2,000 Special Drawing Rights (aprx £2,084/2,370 eu’s depending on exchange rate).   Please ask our Ground Handling Agents at check-in about this additional cover if you are interested.  If the value of your baggage exceeds this, you must ensure that either your travel insurance, or other insurance cover is available to support a claim.

Left something on a plane?

We understand how stressful it is if your bag is not waiting for you at you at your destination. On the rare occasion that a bag does not arrive as planned we will do all we can to find it and get it back to you as soon as possible. 

As soon as you realise your bag is missing you’ll need to notify one of the baggage handling agents in the baggage hall at the airport before you leave the terminal building. Once the report has been made, both in the UK and overseas, the member of staff will complete a Property Irregularity Report (PIR) and you will be given a letter to advise you of the next steps.

You can track your lost baggage claim status online at WorldTracer.

If your baggage has not been returned to you within 5 days, please submit a detailed list of contents through the link http:/bit.ly/mybag-MT.

This will initiate an extended tracing by our handling agent Fraport tc-baggage@fraport.de