In short (UK): For most international flights, delayed, damaged, or lost checked baggage is covered by the Montreal Convention — airlines can be liable up to a set SDR limit per passenger. Get a PIR at the airport, keep tags and receipts, claim in writing within short notice periods. This is general guidance, not legal advice.
Missing luggage ruins a trip — but you are not stuck with “sorry, nothing we can do.” This guide covers the core rules — not a full claim pack. For a personalised plan and letter from your booking details, use Refundly.
Delayed, Damaged, or Lost
| Situation | Typical first step | What you often claim |
|---|---|---|
| Delayed bag | PIR + emergency purchases | Reasonable essentials + delivery costs |
| Damaged bag/contents | Photo + report ASAP | Repair/replacement within liability limits |
| Lost bag | Follow up until “lost”; full claim | Contents + bag, evidenced values |
Liability is usually limited (Montreal Convention SDR cap per passenger unless you made a special declaration / paid for higher cover). Travel insurance may sit on top — claim both routes carefully so you do not double-recover the same loss.
What to Do Next (High Level)
- Report at the airport — get a PIR / reference before you leave.
- Keep boarding pass, baggage tags, and booking confirmation.
- Buy only reasonable essentials and keep every receipt.
- Photograph damage; list contents with approximate values.
- Send a written claim with deadlines; escalate if ignored or underpaid.
PIR date, spend receipts, and claim deadlines decide many baggage disputes
Notice Periods and Evidence
Convention-style rules use short written-notice windows (damage often within days of receipt; delay claims also time-limited). Do not wait for the airline’s chat to “get back to you.”
Checklist for your claim: flight numbers and date; PIR reference; bag tag numbers; itemised list + receipts/valuations; emergency purchase total; remedy wanted (payment, not only a voucher).
Refundly builds a structured baggage claim from your trip details
Airline Offer vs Full Claim
Interim expenses or a goodwill voucher can help day one — they do not always settle the whole Convention claim. If the bag is later found damaged or never returns, update the claim in writing.
Using Refundly
- Select travel / baggage issue
- See plain-English liability framing
- Get a personalised plan
- Generate a claim letter
- Track replies and escalate if needed
Final Tip
Report before you leave the airport. A PIR reference and same-day photos beat a week-old memory every time.
General information for UK consumers only — not legal advice. See CAA guidance on delayed and lost baggage and Montreal Convention liability rules applicable to your ticket.
Common questions
Short answers to common questions on this topic.
- What are my rights if an airline delays or loses my bag?
- International carriage is largely covered by the Montreal Convention. Airlines can be liable for delayed, damaged, or lost checked baggage up to a liability limit (expressed in Special Drawing Rights). Claim in writing with receipts and the PIR reference.
- What should I do at the airport when my bag does not arrive?
- Report it before you leave — get a Property Irregularity Report (PIR) or equivalent reference, keep baggage tags and boarding proof, and note essential items you need to buy. Photo evidence of damage helps for damaged bags.
- Can I claim for clothes and toiletries I had to buy?
- Often yes for reasonable emergency purchases while a bag is delayed — keep every receipt. Airlines sometimes offer interim expenses policies; Convention liability still frames what you can pursue if they refuse fair costs.
- When is a delayed bag treated as lost?
- If it has not been found after a sustained period (commonly framed around 21 days under Montreal rules), treat it as lost and claim for contents with evidence of value. Deadlines for written notice are short — act promptly.
- What if the airline offers a low voucher?
- You can reject an inadequate offer. Put a full itemised claim in writing with receipts or valuations, then escalate via the airline complaints process and ADR/CAA-style routes if unresolved.