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.
Following this, you will receive a written confirmation with a reference number (PIR number, e.g. FRALH12345) via email or SMS. 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 missing 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 the loss.
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 or the local Lufthansa representative.
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 as follows:
- at the Lufthansa baggage tracing counter at the airport or
- at the Lufthansa service 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.
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 you have to purchase replacement items because your checked item of baggage is delayed, we will, of course, contribute to the necessary expenses for toiletries and clothing in accordance with legal requirements*. In this case, please retain all your receipts so that you can make your claim later. After you have reported the damage to your baggage (at the airport or online), please contact Lufthansa Customer Relations for a refund of your verified costs. Important: 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 general, you are responsible for your carry-on baggage yourself.
Lufthansa is 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 packaged.
* Liability is governed by the Montreal Convention. Compensation is specified in the Special Drawing Rights (SDR). The Special Drawing Right (SDR) is an artificial accounting unit created by the International Monetary Fund (IMF). 1,131 SDR currently correspond to approx. €1,336. This amount is subject to currency rate fluctuations and may therefore change. Please note that the maximum liability payment sum after 28.12.2019 will be SDR 1,288.
You should report any loss of or damage to your baggage at the Lufthansa baggage tracing desk, at the Lufthansa service counter at the airport or online immediately upon arrival.
A subsequent report in writing can be made within the legally stipulated time period, but in this case the burden of proof is reversed and you must provide evidence that the problem occurred during air transportation.
Please note that the postmark or automatic date of receipt in the case of fax or email notification is the determining factor for compliance with reporting deadlines.
|Content of the report||Statutory reporting deadline|
|Baggage damage and partial loss (items missing from checked baggage)||Within seven days of baggage reclaim|
|Compensation for delayed delivery of baggage||Within 21 days of baggage reclaim|
|Total loss||Within two years|