Baggage and lost property
Delayed and damaged baggage
When baggage is delayed, our team does everything possible to locate it.
During the first seven days, we perform primary tracing—we connect with each of the stations involved in the trip, conduct physical searches, investigate with our Security and Lost and Found teams, and check the ramp and storage areas—all in an effort 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. In this stage, we carry out thorough checks at 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.