Baggage complaints

How to make a baggage complaint

If your luggage has been lost, damaged or delayed, here’s a quick guide on what you can do and how to start your baggage complaint.

 

If you notice an issue with your luggage: 

You must report the fact that your luggage has been lost, delayed or damaged at the airport and keep a copy of the Property Irregularity Report which staff of the airline will complete.

To make a claim you must then contact the airline in writing:

• Within seven days for lost or stolen items, or damaged baggage

You will have to demonstrate that your bag and its contents were worth the amount you are claiming by using receipts, credit card records or any other proof of value. Airlines also do not allow for “new for old” replacement when considering the value of your claim. They will look at the value of the item based on its age when lost.

• Within 21 days for delayed bags from receiving the delayed bag

HOW TO COMPLAIN

Before coming to us:

You must have already complained to the airline directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the airline 8 weeks to respond to your dispute. AviationADR can only deal with unresolved complaints.

Make a complaint:

Post: you can post your complaint to us by filling out a paper version here and send it to:

AviationADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW

Online: you can make an online complaint by clicking here

Phone: you can telephone us on 0203 540 8063

If you’re not happy with the outcome:

Consumers are not bound by our recommendations or decisions unless you agree to be bound. If you do not agree to be bound and you are unhappy with the outcome, you can still take your complaint elsewhere (such as to court).

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