Problems with your baggage
Certain events, such as the current situation in the airline industry, which is suffering from bottlenecks and a shortage of staff, adverse weather conditions, technical problems in the baggage handling areas or a bag tag becoming detached, can sometimes lead to baggage items being damaged or not arriving at the destination airport at the same time as their owners.
We are always very sorry when this happens and take all the necessary steps to get your baggage back to you as soon as possible or to compensate you for any damage it may have suffered.
Important advice about delayed baggage
If you have not yet reported your delayed baggage online, please report it via the following link.
Note down your reference number and check the status of your baggage regularly.
If your checked baggage cannot be found, there is helpful information for you here.
If, after baggage reclaim has ended, you have not found your baggage, please report this immediately to the baggage tracing counters or, as is possible at most airports, preferably online.
After this, you will receive a written confirmation with a reference number (PIR number, e.g. FRALH12345) by email. Please retain this together with all your flight documents, especially your boarding pass and the baggage claim tag. We recommend that you remain at the airport until your details have been successfully transmitted and your reference number issued.
This will enable us to attend to forwarding your baggage as quickly as possible.
You can check the progress made in tracing your baggage online with the help of your reference number (PIR number, e.g. FRALH12345), and also change your details. Most importantly, if the delivery address or your contact details are incorrect or if they have changed, you can amend these here.
If you are unable to get the information you require using the link provided or cannot amend your details, you will find a contact telephone number on the written confirmation receipt of your delayed baggage report.
The majority of missing items of baggage are found within the first 24 hours. As soon as your baggage turns up at your destination airport, we will contact you to set up a delivery time. Currently, there may be delays with delivery; however, we will make every effort to ensure a speedy processing and ask for your understanding.
If your baggage has not been found within five days of reporting the delay, we will require a detailed description of the item of baggage and its contents. To do this, please fill out the list of contents on our baggage status page which you will be able to access automatically five days after reporting your delayed baggage.
We greatly regret damage to your baggage during transport. Please be assured that we take all necessary measures to remedy the damage. Please report damaged baggage immediately to the local Lufthansa baggage tracing counter.
Please report any damaged baggage immediately so that we can attend to the matter as quickly as possible. You will then be given written confirmation as well as a reference number (PIR number, e.g. FRALH12345). It is essential that you keep this.
You can report the damage to the Lufthansa baggage tracing counter at the airport.
In the event that you don’t notice the damage until you have arrived home or at your hotel, you must report it in writing within the legally stipulated period of seven days after your flight. You must also provide proof that the damage occurred while your bag was in the care of the airline concerned. Once we have received your complete damage report, you will be given confirmation in writing with a reference number.
If you have reported your damaged baggage within the legally stipulated period, you can claim settlement of damages under the Montreal Convention.
To settle your claim for damages, we require an assessment of the value and damage caused to the item of baggage or a purchase receipt for the damaged item of baggage.
The current value is always taken into account when determining the amount to be refunded. For each commenced year of use, 15 per cent of the value is deducted.
Loss of personal property
If you have left something behind on board one of our aircraft or in one of our Lufthansa lounges, please report this immediately on arrival either:
- at the Lufthansa baggage tracing counter at the airport or
- at the Lufthansa service counter at the airport.
With the help of your detailed description, we will carry out an intensive search and endeavour to locate this item as quickly as possible. As soon as we have found it, we will contact you to arrange how to return it to you.
Items lost at Frankfurt Airport or on flights to Frankfurt
Please use the form to report your loss.
Alternatively, you also have the option of going directly to the lost property office (Terminal 1, Area A, Level 0, Monday to Sunday from 08:00 hours to 16:00 hours).
If individual items or the entire contents of your baggage are missing, you should report this immediately upon arrival:
- at the Lufthansa baggage tracing counter at the airport
- at the Lufthansa service counter at the airport or
- by using our contact form*
* Reporting the loss at a later date can only be accepted if this is done in writing online within seven days.
Compensation claims, liability and insurance
You can find all the information about statutory regulations and time limits with regard to liability and insurance for baggage that is delayed, lost or damaged by the airline here.
If your baggage arrives late at your destination, you can purchase necessary replacement clothes such as underwear and swimwear, as well as toiletries, and submit the receipts for reimbursement.
If your baggage is damaged, please report this immediately at the airport or online, or within seven days at the latest.
For delayed baggage, the deadline for reporting damage is 21 days after receipt of your baggage. If your baggage has been lost, you have two years in which to report your loss. In this case, you can only submit a claim for compensation after 21 days. The postmark or automatic date of receipt of the email notification is the determining factor for compliance with reporting deadlines.
- Costs for replacement clothing and toiletries cannot be reimbursed if your delayed baggage is lost on your return flight or arrives at your home late.
- Please retain all the receipts pertaining to your emergency purchases.
- Valuables such as jewellery, money, or laptops must be transported in your carry-on baggage and are excluded from liability.
- The maximum amount reimbursable for your replacement purchases or the complete loss of your baggage is ca. €1,500.
- In the case of verifiably new items the original price will be reimbursed; in the case of used items a fair value will be reimbursed.
- Passengers have an obligation to minimise damages; this means that expenses must be kept as low as possible in the event of temporary loss of baggage.
- In the event of damages to carry-on baggage, liability only applies if the airline or its personnel can be shown to have caused the damage.
- Airlines are not liable for normal wear and tear, such as scratches and dents, or for damage to cases that have been overfilled or to breakable objects that have not been properly packed.
Liability is governed by the Montreal Convention. Compensation is specified in so-called Special Drawing Rights (SDR). The Special Drawing Right (SDR) is an artificial accounting unit created by the International Monetary Fund (IMF). At present, the maximum liability amount is 1,288 SDRs which currently equates to ca. €1,500. The exchange rate is subject to fluctuations and is set by the International Monetary Fund.
The Montreal Convention only applies when the following parameters are observed:
- The law applies in the case of both national and international carriage between contracting states.
- For checked baggage, the airline is liable, regardless of fault, for any damage caused to the baggage in its care.
- The law applies only if the damage report and the claim for compensation have been made within the time limits set out in the Convention.