Lost or damaged baggage: how to claim compensation from the airline

Report it already at the airport

If your bag does not arrive on the belt or is damaged, file a damage report called a PIR (Property Irregularity Report) immediately in the arrivals hall at the service desk of the airline or its ground handling company. Ask for a copy of the report and note the reference number, which you can use to follow the search for your bag. You will need the copy later for both the airline's and the travel insurance's claim.

Photograph the damaged bag and its contents before you throw anything away. Keep the baggage tag, the flight ticket or check-in card and receipts for all purchases.

Deadlines are absolute

A PIR report alone is not always enough; the compensation claim must be made to the airline in writing within the time limit. A late claim can lose the right to compensation entirely.

Damaged baggage: report the damage as soon as you notice it, and no later than within seven days of receiving the bag.
Delayed baggage: submit a written claim within 21 days of receiving the bag.
Lost baggage: a bag is considered lost if it has not arrived within 21 days of the flight's arrival. Make a written claim as soon as possible after that.
An action in court must be brought within two years of arrival at the destination.

How much the airline compensates

The liability limit of the Montreal Convention rose from 28.12.2024 from 1 288 special drawing rights to 1 519 special drawing rights per passenger. The Finnish Competition and Consumer Authority (KKV) estimates this to be about 1 900 euros. The same limit applies to loss, damage and delay of baggage. Some older guides still show the earlier estimate of about 1 300 euros.

The limit is a maximum amount, not a standard payout. Only actual, demonstrated damage is compensated, and used items are paid at a value reduced for age and wear. Valuables, money and fragile items should not be packed in checked baggage, as they are usually not compensated. If the value of your belongings exceeds the limit, you can declare a higher value to the airline at check-in at the latest, for an additional fee.

The airline is not liable for damage caused by a defect or poor quality in the bag itself. For hand baggage, the airline is liable only if the damage is caused by the fault of the airline or its staff.

Delayed bag: what you can buy

On the outbound journey you can buy necessary items, such as toiletries and clothes, and claim the costs from the airline. The costs must be kept reasonable, and a receipt is needed for every purchase. On the return journey, when you are already at home, according to the Finnish Competition and Consumer Authority (KKV) a delay is rarely compensated at all. The airline can be released from liability if it shows that it took all measures reasonably required to avoid the damage.

In its decision in March 2025, the Consumer Disputes Board recommended that two airlines jointly pay the costs caused by a delayed bag. A new passport required because the passport in the bag was invalidated was compensated, and for the glasses a reasonable €300 was accepted instead of the full price. The decision is a reminder that the loss must be kept small and that, on a trip involving several airlines, the claim can be directed at both the first and the last airline.

If the airline does not pay

First make a written complaint to the airline that operated the flight and wait for a reply. You can use the FCCA's complaint assistant to help. If the matter is not resolved, contact consumer advice when the airline has a place of business in Finland or the flight departed from Finland. With a foreign airline, the European Consumer Centre can help. As a last step you can take the matter to the Consumer Disputes Board free of charge, but processing usually takes several months.

Travel insurance often covers purchases and losses caused by a delay that exceed the airline's liability. Check the deductible and maximum amounts in the insurance terms. On a package holiday, the tour operator may also be liable.

Before your next flight

Photograph the bag and its contents before leaving.
Pack medicines, keys, electronics and valuables in your hand luggage.
Put your name and contact details on the bag, but do not display your home address prominently.
Save the airline's customer service contact details. Travel Radar collects official services useful for planning your trip.

Frequently asked questions

How much does the airline compensate for a lost bag?

The actual damage, but no more than 1,519 special drawing rights per passenger, which according to the FCCPA is about EUR 1,900.

Within what time must damaged baggage be reported?

Immediately, and at the latest within seven days of receiving the bag. A claim for the costs of a delayed bag must be made within 21 days.

When is a bag considered lost?

If it has not arrived within 21 days of the flight's arrival.

Does EU Regulation 261/2004 apply to baggage?

No. Compensation for baggage is governed by the Montreal Convention, which applies in the EU through Regulations 2027/97 and 889/2002.

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Ready-made tools

Trip budget and packing list · Travel budget per person and an editable packing list
Complaint and compensation claim templates · Five ready-made letters: flight delay, lost luggage, faulty product, service error and insurance decision

Sources

The article is general information and does not replace the guidance of an authority, a lawyer or an adviser. Check up-to-date information from the sources.