Airline Baggage complaints

How to make a baggage complaint

In the event that your luggage has been misplaced, damaged, or delayed, follow this concise guide on what steps you should take and how to initiate your baggage complaint process.

 

If you discover a problem with your luggage:

At the airport, be sure to log a report that your luggage has been lost, delayed, or damaged. Retain a copy of the ‘Property Irregularity Report’, which will be filled out by the airline staff.

To submit a claim, you must formally approach the airline in writing:

• Within seven days if your items are lost, stolen, or if your baggage was damaged. You must substantiate the value of your luggage and its contents by providing receipts, credit card statements, or other proofs of value. Note: Airlines do not allow the “new for old” clause while evaluating your claim’s value. They will consider the item’s worth based on its age at the time it was lost.

• If your bags were delayed, you must contact within 21 days from the day you received the delayed bag.

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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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