Mishandled Baggage — Compensation, Claims & Your Rights
Complete guide to claiming compensation for lost, delayed, or damaged baggage on flights to and from the UK. Step-by-step procedure, time limits, compensation amounts, and what to do when the airline refuses to pay.
Step 1: Report Immediately at the Airport
Before you leave the baggage hall: Go to the airline’s baggage desk (or ground handling agent) and file a Property Irregularity Report (PIR). This is the most critical step — without a PIR, your claim is extremely difficult to pursue. You’ll receive a reference number (e.g. LHRBA12345). Keep this safe.
Don’t leave the airport without filing the PIR. Even if the queue is long, wait. This is your primary evidence.
⚠️ What If You Didn’t File a PIR at the Airport?
Many passengers don’t know the rules. You arrive home, realise your bag is damaged or items are missing, and you never filed a Property Irregularity Report at the airport. Don’t panic — you may still have options.
Call the Airline Immediately
If you are still within 7 days of receiving your baggage, call the airline’s baggage claims department right now. Explain:
- Your flight number, date, and route
- What happened — when you opened your bag at home, what was damaged or missing
- That you were unaware of the airport reporting procedure
- Ask them to open a retrospective/late PIR
Key point: Under the Montreal Convention, the 7-day deadline for damaged baggage claims starts from the date you received your bag — not the date of the flight. The law requires written notice within 7 days, but a phone call demonstrating intent to claim is strong evidence. Follow up the phone call with an email the same day so you have written proof.
What the Airline Might Say
Some airlines may push back because no PIR was filed at the airport. If this happens:
- Insist that you reported the issue as soon as you discovered it
- Point out that damage inside a locked bag is often not visible until you unpack at home
- Ask them to check CCTV footage of baggage handling (airports retain this)
- Escalate to a manager or the airline’s formal complaints department
- If they still refuse, proceed to AviationADR or CEDR (details below) — ADR adjudicators frequently side with passengers who reported within 7 days, even without an airport PIR
Strengthen Your Claim Without a PIR
- Photos: Take clear photos of the damage immediately
- Baggage tag: Keep the barcode sticker attached to your boarding pass — it proves the bag was checked
- Witnesses: If anyone saw you unpack the bag, note their details
- Receipts: Dig out receipts for damaged items — bank statements and online order confirmations count as proof
- Weight discrepancy: If items were stolen, the bag weight at check-in vs. arrival can be evidence — request this from the airline
Bottom Line
No airport PIR makes your claim harder but not impossible. A phone call within 7 days + follow-up email + photos + receipts is a viable claim. The ADR bodies and courts understand that ordinary passengers aren’t legal experts and don’t always know airport procedures. The key is acting within the 7-day window and creating a written trail you can show later.
Step 2: Written Claim — Time Limits (CRITICAL)
| Type | Deadline | Governing Rule |
|---|---|---|
| Damaged baggage | 7 days from receipt | Montreal Convention Art. 31(2) |
| Delayed baggage | 21 days from date it should have arrived | Montreal Convention Art. 31(2) |
| Lost baggage | No strict deadline, but claim ASAP | Baggage considered lost after 21 days |
⚠️ Important: Even if you submit the full claim form 1-2 days late, you are still protected as long as you contacted the airline within the 7-day window. A phone call, email, or the PIR filed at the airport all count as initial contact. The written claim must follow, but the clock stops at first contact.
Step 3: Compensation Amounts
Under the Montreal Convention 1999 (applies to all international flights and UK domestic flights):
- Maximum liability: 1,288 Special Drawing Rights (SDR) — approximately £1,300–£1,400 (fluctuates with exchange rates)
- This is a limit, not an automatic payout. You must prove your losses.
- Receipts matter: Keep receipts for everything in your checked bag, and for essential purchases made while your bag is delayed (toiletries, clothing, etc.)
- Interim expenses: While your bag is delayed, the airline should reimburse reasonable essential purchases. Keep ALL receipts.
Step 4: If the Airline Refuses to Pay
A. Formal Complaint to the Airline
Most airlines have a formal complaints procedure. Send a Letter Before Action by email and recorded post, including:
- PIR reference number
- Flight number, date, route
- Itemised list of lost/damaged items with estimated value
- Copies of receipts (if available)
- Photographs of damage (if applicable)
- Bank details for payment
- Deadline: give them 14–28 days to respond
B. Alternative Dispute Resolution (ADR)
If the airline rejects your claim or doesn’t respond within 8 weeks, escalate to an approved ADR body:
| AviationADR | aviationadr.org.uk Phone: 020 3540 8063 Email: info@aviationadr.org.uk Covers: Ryanair, Jet2, TUI, Wizz Air, Emirates, Qatar, Etihad, and 30+ others |
| CEDR | cedr.com/aviation Phone: 020 7536 6000 Email: aviation@cedr.com Covers: British Airways, easyJet, Virgin Atlantic, and others |
ADR is free for passengers and binding on the airline (but not on you — you can still go to court after).
C. Civil Aviation Authority (CAA)
The CAA doesn’t handle individual compensation claims, but they can investigate persistent airline non-compliance and provide guidance.
- Passenger Advice Line: 0330 022 1916
- Website: caa.co.uk/passengers
- Online complaint form: caa.co.uk/passengers/resolving-travel-problems
- The CAA Passenger Advice team can tell you which ADR body covers your airline and guide you through the escalation process.
D. Small Claims Court
If ADR fails or the airline isn’t covered by an ADR scheme:
- England & Wales: Money Claim Online — moneyclaim.gov.uk
- Scotland: Simple Procedure — scotcourts.gov.uk
- Northern Ireland: Small Claims — justice-ni.gov.uk
- Claim limit: £10,000 (England), £5,000 (Scotland), £3,000 (NI)
- Court fee: £35–£455 depending on claim value (recoverable if you win)
- You can represent yourself — no solicitor required
Step 5: Travel Insurance
Always claim on your travel insurance as well — you may get a faster payout. Many policies cover lost/delayed baggage with lower excess and faster processing than the airline. However, insurance may deduct what the airline pays, so pursue both claims in parallel.
Key Contacts Summary
| Organisation | Phone | Website |
|---|---|---|
| CAA Passenger Advice | 0330 022 1916 | caa.co.uk/passengers |
| AviationADR | 020 3540 8063 info@aviationadr.org.uk |
aviationadr.org.uk |
| CEDR Aviation | 020 7536 6000 aviation@cedr.com |
cedr.com/aviation |
| Money Claim Online | 0300 123 7050 | moneyclaim.gov.uk |
Quick Checklist
- ✅ File PIR at airport baggage desk — do not leave without it
- ✅ Take photos of damage immediately
- ✅ Keep all receipts (original items + emergency purchases)
- ✅ Submit written claim to airline within 7 days (damage) or 21 days (delay)
- ✅ If no response in 8 weeks → escalate to AviationADR or CEDR
- ✅ File travel insurance claim in parallel
- ✅ If all else fails → small claims court
Last updated: June 2026. For GOTOSHARP informational purposes only. Always verify current limits and procedures with the CAA.