Damaged Baggage

If your baggage is damaged while in transit with us, we will ensure that your items are replaced.

Please report your damaged baggage at the information desk when you arrive at the airport.

Damage not reported at the time of arrival must be reported through our Baggage Claim Form, within seven days of receiving your baggage.

Your report will be assessed and reviewed by our team and details on the next steps will be outlined. You will also receive a Damaged Baggage Reference Number.

Please note: We don't cover minor damage to the exterior of baggage (e.g. scratches, stains, soiling, dents) resulting from normal wear and tear or for water damage to non-waterproof baggage.

 

Damaged cabin baggage

We accept no liability for damage to unchecked cabin baggage, unless such damage is caused by our negligence.

 

Damaged baggage entitlements

If your checked baggage is damaged, you have certain entitlements. Any compensation due to customers with baggage related claims adheres to our terms and of carriage.

Airlines have limited liability for damaged baggage. If you hold personal travel insurance we advise you to contact them directly to initiate a claim.

Make a claim: If you don't hold any personal travel insurance, all claims must be reported to our Customer Support Team using our Baggage Claim Form, you will need:

• Your booking reference number
• If you reported your baggage damaged at the airport, your damaged baggage reference.
• If not reported at the time of arrival, you can file a claim within seven days of arrival using your baggage tag number.
• Manufacturer and Type of Bag
• Up to 3 photos of the damage and any other images that can help identify the extent of the damage
• Relevant receipts for replacement baggage are necessary for auditing purposes when considering all claims. Receipts must be clearly legible and show the date, items purchased, the retailer, the amount and the currency.

We will review and consider reimbursement on an item-by-item basis. We require receipts to be uploaded as individual files and allow the attachment of up to 10 receipts per claim in PDF, PNG, or JPG files.

 

Damaged Baggage Claim