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Damaged or Delayed Baggage

Have you just discovered that your baggage was damaged during transportation or was not amongst the luggage delivered to the arrival hall? We know that this can be distressing and greatly regret that this has happened.

However, we are always here to support you in the best possible way and make it up to you as much as we can by either delivering your missing baggage or compensating for any damages that have occurred during transportation.

On this page, you will find all the necessary information and guidance you need if your baggage gets damaged or is delayed.

How can we help you?

Damaged baggage

We regret that your baggage has been damaged during transport. In order for us to be able to assist you in the best possible way for recovering the damage, here are the two possible scenarios that you might find yourself in:

If you notice the damage to your baggage right after your arrival:

  • You need to report it immediately at the airport to the Lost and Found Office, which is usually located in the arrival hall, and complete the Property Irregularity Report (PIR) with the assistance of the airport staff.
  • Additionally, we kindly ask you to inform us about the damage by filling out our Contact Form within 7 days after your flight. Based on your country of residence, we might ask you to directly contact our contracted baggage service provider for the recovery of your luggage. The necessary guidance will be provided to you whilst you are submitting your request.

If you notice the damage to your baggage after you have left the airport:

  • Legally, you have a maximum of 7 days to report it to us by filling out our Contact Form. Please bear in mind that we may ask you to provide us with your reason for not reporting the damage at the airport.

Report a damaged baggage

Damaged medical equipment

In the event that your medical equipment (e.g. wheelchair, rollator, or walker) has been damaged during transportation, please fill out our form regardless of your country of residence in order for us to look into it as soon as possible.

Report a damaged special baggage

Frequently Asked Questions

The deadline for reporting damaged baggage in writing is within the legally stipulated period of 7 days after the flight date.

As soon as you have completed our contact form with the correct information, you will receive an e-mail notification confirming that your request has been submitted successfully. Following your submission, we immediately initiate the evaluation process and contact you when necessary. We kindly ask for your patience during this process as we might need some time to understand what has happened and ensure that your needs are fully met. Most of the damaged baggage cases are handled within the first 14 days.

Please rest assured that we will keep you posted on each and every update that is related to your baggage.

Please note that SunExpress is not liable for damage to baggage and its contents in the following cases:

  • Inadequately packed baggage
  • Excessively filled baggage
  • Baggage which was already damaged before being checked in
  • Baggage which got stained during transportation
  • Baggage which is not registered on the claimer
  • Baggage without a baggage tag

Delayed Baggage

You have just arrived at your destination right on time, but your baggage could not make it? We truly regret that you had to wait and could not get the belongings that you will need at your arrival destination. We will do everything we can to return your baggage to you as quickly as possible. But let us give you a quick tip: In most cases, missing baggage is found and delivered to its owner within 24 hours.

Please keep your flight-related documents (boarding pass along with the baggage tag) until your baggage is delivered to you and please report the loss of your baggage immediately to the Lost and Found Office at the airport, which is usually located in the arrival hall, and complete the Property Irregularity Report (PIR) with the assistance of the airport staff.

You can check the status of your baggage with the help of a worldwide baggage tracing system by entering the case number (PIR number, e.g. FRAXQ12345) which is stated on the Property Irregularity Form. For more information, you can always contact the Lost & Found Office at your arrival destination via the contact details provided on the PIR. 

After 5 days have passed

If your baggage unexpectedly is not delivered to you within the first 5 days, we kindly ask you to inform us about it by filling out our Contact Form. We will do our best to find your baggage following your notification. However, in the very rare event that your luggage cannot be found even after 21 days, we consider your baggage as lost which means that you are entitled to compensation.

While filling out the form, we will ask you to provide a completed list of your baggage content. In the majority of delayed baggage cases, this content list enables us to identify your luggage. Therefore, we ask you to make sure that you have shared as many details as possible with us. We shall consider this list as the financial base for the settlement of your claim.

Report a delayed baggage 

Baggage Trust

Should you have purchased BaggageTrust, you are entitled to immediate compensation in the event of delayed baggage. To file a claim, please immediately open a Property Irregularity Report (PIR) with the Lost & Found Office at the airport and fill out our Contact Form. We will get in contact with you as soon as possible. 

  • The compensation only applies to delayed luggage not damaged luggage.
  • The product is only available on touristic routes (AYT-, BJV-, DLM-INT) for point-to-point passengers, no codeshare/interline connections.
  • Compensation applies per passenger not per piece of luggage. Passengers are entitled for compensation only in case of delayed bag(s) checked-in under the passenger’s name, disregarding the total number of bags or passengers on the PNR.

Example 1: 2 passengers in the same PNR travelling 1x passenger have 2x checked-in bags the other has none, both bags are lost, compensation 1×400 EUR)

Example 2: 2 passengers travelling each passenger have a certain number of checked-in bags under his/her name, all bags are lost, compensation 2×400 EUR)

  • If a PNR consists of more than one passenger all passengers must purchase the SSR.
  • The passengers are not entitled to compensation payments in case of aircraft departure or arrival delays, delays in baggage delivery at the airport, diversions of the aircraft from the expected route, and baggage offload due to security and safety reasons.
  • In case of ticket rebooking, the corresponding SSR shall be rebooked in accordance with the above conditions and in accordance with other baggage terms and conditions free of charge. If the rebooking is to a route on which the product is not offered, we will refund the charge.
  • In case of voluntary ticket cancellation, no refund will be paid.
  • A claim needs to be filed through the nearest Lost and Found Office immediately after arrival. The passenger then receives a PIR Report, which he or she may upload through the Delayed Baggage Form on sunexpress.com.
  • All other terms and conditions of carriage remain in effect.

Frequently Asked Questions

Even though we will do our utmost to find your baggage as quickly as possible, we totally understand that you may need to purchase some of the essential items which you will need at the arrival destination. Please note that you are asked to buy them at the lowest cost possible. We will evaluate the reimbursement of the reasonable items based on the delivery of the receipts/invoices to us. These documents should be provided to us whilst you are making the delayed baggage request.

What are the deadlines for reporting replacement purchases and/or missing baggage?

Content of the report Statutory reporting deadline
ment purchases in case of delayed delivery of the baggage Within the first 21 days
Missing baggage Within the first two years
Further details regarding damaged or delayed baggage can be found in our Terms & Conditions.

Loss of personal belongings

We all have days when we are distracted or lost in thought. Everything will be alright. If you realize that you have forgotten something that belongs to you on board our aircraft and at the airport, please immediately contact the Lost and Found Office at the arrival airport. SunExpress does not accept any liability for any missing personal belongings which have been lost on the aircraft or at the airport.