We work hard to reunite you with your baggage, and the majority of delayed items are returned to passengers within three days.
If you haven’t received your baggage within three days, you’ll need to fill in a Baggage Inventory form(opens pdf in a new tab). This will allow us to update your file with more details to help us find your baggage, and will be given to you at the airport when you report your delayed bags.
To begin this process, you’ll need to send the following documents to the email address on the form:
- your completed Baggage Inventory form
- a copy of your photo ID
- copies of receipts for any clothes you’ve bought as a result of your baggage being delayed, if you have them. Or the receipts for any items in the bag (such as a receipt for a wedding dress)
- your excess baggage receipt, if you carried extra baggage outside of our standard allowance
At this stage we recommend you register a claim on your travel insurance too.
Once we’ve found your baggage and it’s been cleared by customs, we aim to return your items within four hours (distance permitting), and we’ll be in touch immediately to arrange a delivery time that suits you.
If you travelled internationally, you might need to complete a local customs declaration form. In addition within some countries, local laws mean we can’t forward your bag to you, and you’ll need to collect it from the airport. If this is the case for your luggage we’ll let you know when you make your claim.