We take delayed baggage seriously:

• We have baggage services staff at every airport we fly into. If they’re not by the baggage belt, you’ll find them at a service desk within the baggage hall area.
  
• Our Central Baggage Claims departments are situated in the UK and US.
  
• We belong to the global baggage tracing network, WorldTracer – linking us to the baggage offices of more than 2,200 airport locations.

When reporting delayed baggage to our baggage hall staff:

• Be sure to give us an accurate description of your bag – any distinguishing features you can think of will help us to locate it more easily. It’s always worth having a picture of your luggage on your phone, just in case.
  
• You’ll be able to monitor the progress of the tracking procedure in relation to your bag. Get in touch with our baggage services staff at the airport where you reported your delayed bag, or login to our baggage tracing page to check online (you’ll need the 10-character reference number we give you when you report the delay).
  
• Contact numbers for our baggage staff are below, listed by airport.

Baggage services staff contact numbers

If you’ve let us know your bag is lost or delayed and you’re at your destination, we realise you’ll need to buy some replacement cosmetics, toiletries and basic clothing to keep you going until we can find your baggage.

For delayed baggage compensation, we’ll reimburse you for essential purchases with an Emergency Payment - up to the value of $50 if you’re in the States, or the equivalent of £50 in all other destinations. To make a claim, please ensure you keep all the receipts, then send them to us at the addresses below.

If your bag turns out to be irretrievably lost, we’ll deduct any sum paid for essential items from the final settlement costs. Any non-essential items you buy (MP3 players, jewellery, and so on) will not be covered.

If your bag still hasn’t reached you 48 hours after you reported it missing, a further $50 (or the equivalent of £50 in destinations outside the US) can be claimed when you return home. Just make sure you inform us and keep all of your receipts!

To claim an Emergency Payment, please send us the following information:

• Receipts for your purchased items.
• The Property Irregularity Report (PIR) Number given by the airport when you report your delayed baggage.
• Your flight details.
• Your full name and address.
• Bank details (account name and number, bank address and sort code).
• Your International Bank Account Number (IBAN) – your bank should let you know what yours is.

We’ll do our best to attend to your claim as quickly as we can, but it can take between 21-28 days from the date we receive your claim before we can reimburse you.

Once we’ve found your baggage

As soon as we locate your baggage, we’ll arrange for it to be delivered to you. However, if you reported the delay at Lagos or Delhi, you will need to collect it at the airport yourself. Unfortunately, we can’t send it ourselves from these destinations due to Customs regulations.

If we can’t find your baggage

If we’re unable to locate your bag within 21 days of you reporting its delay to our airport staff, we’re very sorry.

At this point we will declare it as ‘irretrievably lost’, and you’ll be able to make a claim for the loss. If you need to make a claim, take a look at our making a baggage claim page.