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15 Nov. 2023

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Lost or damaged luggage at the airport: what to do

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Lost or damaged luggage at the airport: what to do

If your baggage is damaged or lost at the airport, it is important to act quickly and notify the airline or airport authorities of the problem. Learn more about all the necessary steps and procedures to solve the problem

An insurance policy is a guarantee of your safety and peaceful stay outside of Ukraine
An insurance policy is a guarantee of your safety and peaceful stay outside of Ukraine
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Lost or damaged luggage during your trip is quite an unpleasant experience. However, it is important to stay calm and act quickly to resolve this situation, as well as to know your rights as a tourist.


Here's what you should do if you witness your luggage being damaged or missing at the airport. 


What should I do if my luggage is lost?


According to the statistics provided by the Association of European Airlines, most tourists successfully retrieve their lost items within three days after the problem occurs. 


However, it is important to note that each situation may be exceptional, and there is no guarantee that you will be among the lucky ones who will be able to quickly recover your lost property.


Keep in mind that if you lose your luggage at the airport, it is important to remain calm and act reasonably. 


Even if you can't find your suitcase after the flight, don't panic right away. Check all the baggage carousels, and remember that large items (strollers, skis, surfboards) are distributed separately.


If you do lose your luggage, you need to resolve this unpleasant situation as efficiently as possible:


• Contact the Lost and Found desk;

• Immediately notify the airport employee about the loss of your luggage;

• Draw up a Property Irregularity Report, in which you should provide all the necessary information (your details, the number of the sticker on the suitcase, flight, description of the suitcase and its contents);

• Register your lost baggage in the WorldTracer system (the baggage will be registered in an international search engine that will help you track the movement of things online).


Airlines must deliver your luggage to your accommodation address free of charge. 


If you are asked to pick up your luggage from the airport, you will need your passport, a baggage loss certificate, and a customs declaration.


If you are completely without personal belongings, some airports may provide free essentials kits for temporary use.


Compensation for missing luggage is also provided. You have the right to claim compensation for baggage that is not found within 21 days. You must file a claim within two years from the date of arrival of the flight. 


To do this, send a claim and attach all the necessary information (a copy of the act, a receipt for payment for the baggage, a tear-off ticket on the baggage identification tag). As a rule, the payment amount is $20 per 1 kg of weight. 




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If the baggage was damaged


Baggage may be damaged, in which case the algorithm of actions should be as follows:


• Go to the Lost & Found / Baggage Claim desk, report the damage to the airport staff.

• Fill out a PIR report. This document is the main one, because it will certify all damage or malfunction of the baggage.

• Take photos of the damage to have additional evidence.

• Send a claim to the airline's e-mail indicating the amount of compensation and attaching all the necessary documents (scan of the act, boarding pass, photo).


A refusal to pay compensation may be considered if the suitcase was not suitable for transportation or if the suitcase was overcrowded with things, which led to its breakage.


If something is missing from the luggage 


The procedure is similar to the situation with damaged baggage - notify the airport staff and draw up a report on the disappearance of things.


However, it is important to remember that no compensation will be paid for the loss of prohibited items during transportation.


Tips for tourists to help secure their luggage:


• Attach a sticker to your suitcase with your contact information.

• Make sure the tag on your suitcase is correct. If it is not, your suitcase may be sent to the wrong destination.

• Check in your baggage to your final destination when making connections.

• Remove old tags from previous trips to avoid confusion.

• Take photos of your luggage in case you need to file a claim if it goes missing.

• Take out travel insurance to cover the risks associated with delayed or lost luggage. You can take out insurance with 100% coverage in a matter of minutes by following the link.


Remember that the right reaction in situations with lost or damaged luggage can greatly facilitate the process of solving the problem, but it is better to take care of all possible risks in advance. To protect yourself from unplanned expenses and not to risk your finances while traveling, take care of the necessary insurance for the period of your trip.

We remind you! Traveling in Ukraine is currently difficult due to the threat of shelling by russia, and, unfortunately, there are no completely safe regions yet. But at the same time, there are cities in Ukraine where there were no arrivals during the war. Read our previous article to find out which cities are the safest to vacation in now and where to go with children.


Want to know more? Read the latest news and useful materials about Ukraine and the world in the News section.




Our recommendation for a safe and comfortable trip: 


Visit Ukraine Insurance - insurance for a safe stay abroad without unnecessary expenses;

Green Card - compulsory car insurance for traveling abroad;

Visit Ukraine Tickets - book tickets for buses, trains, and airplanes to/from Ukraine and between cities around the world;

Private Lawyer service - professional legal support on visa and migration issues;

Visit Ukraine Merch - buy patriotic clothing and accessories with worldwide delivery.




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