Baggage away: Passengers have these rights

Again and again, pieces of luggage get lost when flying or only appear days after arrival at the holiday destination. In such cases, travelers are entitled to replacement purchases, which airlines can refund to them. Julián Navas, legal expert at AirHelp, the world's largest air passenger rights organization, explains what rights affected passengers have:

“The loss or delay of a suitcase is a disaster, especially on the way to vacation when all the clothes or gear are missing. In order to keep the damage as low as possible, travelers should follow the following steps: First, holidaymakers should inquire about their luggage at the Lost & Found counter. There they will also receive a form and a confirmation of the loss, the so-called Property Irregulatory Report, which they will later have to submit to the airline.”

Airline must reimburse expenses for replacement clothing
"If the luggage has still not arrived more than three hours after arrival, affected passengers are entitled to replacement purchases worth up to 1.600 euros. It is important that all receipts for, for example, replacement clothing or hygiene products are collected and kept. This claim can only be made on the outbound flight, not on the homeward flight. The costs are often not fully reimbursed either, since clothing, for example, can be reused – airlines usually pay 50 percent of the price here.

In order to be reimbursed, passengers must send a second written damage report to the airline within 21 days of receiving the delayed baggage. If the suitcase hasn't turned up after three weeks, it is considered lost - then, in addition to the replacement purchases, the current value of the suitcase can also be claimed. In the case of damaged baggage, the airline must be informed within seven days. It is easiest if the travelers contact the responsible airline directly at the airport, as this makes it easier to prove where and when the damage occurred.”

Take photos of luggage before departure
“We recommend taking photos of the suitcase and the contents of the luggage. This makes it easier to prove losses and damages. Personal and important items should be clearly visible in the photos. In general, travelers should always take valuable items such as electronic devices, keys or money with them in their hand luggage. Also, a photo should be taken of the luggage tag with the text clearly legible, as these are easily lost.”