Delayed or damaged baggage

Delayed or Damaged Baggage

• Am I entitled to compensation if my baggage is delayed?

  Emirates offers Interim Relief (IR) compensation to all customers who have travelled to and from the US who have reported a missing piece of baggage. IR is also offered to passengers who have travelled on other routes when no baggage is received (excluding residents).

  This can be used to purchase essential items such as toothbrushes, toothpaste, soap, shampoo and sleepwear. To claim IR compensation, please visit your nearest Emirates office with your passport and a receipt of your purchased ticket.

  We undertake extensive tracking to reunite passengers with their bags. In the unfortunate incident that baggage is declared as lost, we will contact you in order to provide compensation.

• Do I have to collect delayed baggage from the airport?

  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.

  However 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.

• How does Emirates find delayed baggage?

  When baggage is delayed, our team does everything possible to locate it.

  During the first seven days we undertake ‘primary tracing’ – where we liaise with all the stations involved on the journey, conduct physical checks, investigate with our Security and Lost and Found teams, and check the ramp and store areas, in order to have items back with passengers as soon as possible.

  If the baggage hasn't been located within seven days, we conduct intensive 'secondary tracing'. During this stage, we carry out thorough checks within all airports and with all airlines. We begin this process as soon as the customer completes the Baggage Inventory form and provides us with all required documents. This final check will be completed within ten working days.

  Your cooperation with us, and the timely submission of documents, will speed up the process.

• What do I do if my bags went missing on another airline’s flight?

  If your baggage was lost on a non-Emirates flight, please contact the other airline directly for information.

  Please note this applies even if you were travelling on an Emirates ticket but were rerouted on a flight with another airline.

• What is a PIR reference number?

  A Property Irregularity Report (PIR) reference number is a unique code that helps us trace your delayed or damaged baggage. It has a combination of 10 letters and numbers, and can be found above your name on the PIR receipt. You can use your PIR reference number to check the status of your baggage.