Request for a refund of expenses if your baggage is lost, damaged or delayed

Problems can always occur in a complex flight network. We will take care of every delayed or damaged item of baggage.

Please use this form:

  • if your checked item of baggage is delayed and you wish to request a refund of expenses for toiletries and clothing in accordance with legal requirements.
  • if your baggage is damaged and you wish to contact us for a refund of your costs.

Important advice about delayed baggage

If you have not yet reported your delayed baggage, please do so promptly at the baggage tracing counter at the airport or online.

Report delayed baggage

You can check the progress in tracing your baggage on our baggage status page.

Track delayed baggage

Please enter your reference number (PIR number)

You will have received this reference number (PIR number) when you reported your baggage problem at the airport or online.

Have you reported your baggage problem?

What type of baggage problem occurred?

Please select an option.

Type of baggage problem:

On whose behalf are you submitting this request?

Please state if you are submitting this request on your own behalf or on behalf of someone else.

Applicant:

Please select an option.

We require authorization issued by the passenger concerned to process your request on behalf of someone else.

You can upload it in the section "Receipts, expenses and other documents" once you have completed the form.

​Download authorization

Flight details

Please state all the flights in the journey affected including any connections.

Please enter your six-digit booking code.
Flight 1
Please enter your flight number, e.g. “1234”.
Please enter the date of your flight.
Please enter the date or select a date from the calendar. Use arrow up or down keys to access the calendar.
Flight 2
Please enter your flight number, e.g. “1234”.
Please enter the date of your flight.
Please enter the date or select a date from the calendar. Use arrow up or down keys to access the calendar.
Flight 3
Please enter your flight number, e.g. “1234”.
Please enter the date of your flight.
Please enter the date or select a date from the calendar. Use arrow up or down keys to access the calendar.
Flight 4
Please enter your flight number, e.g. “1234”.
Please enter the date of your flight.
Please enter the date or select a date from the calendar. Use arrow up or down keys to access the calendar.

You can 4 Add further flights.

Your details

Please enter the details of the applicant and the passengers concerned. The first person will be our contact person.

Enter the contact details of the applicant here first.

Person 1
optional
Please enter your 13-digit ticket number (220XXXXXXXXXX).
optional
Please enter your first name as it is written on the flight ticket.
optional
Please enter your surname as it appears on the flight ticket.
optional

Contact details

optional
Bitte wählen Sie einen Staat.
Please use the same email address you used in your booking, if possible.
optional
Please enter your telephone number with your country code (e.g. +49).
Person 2
optional
Please enter your 13-digit ticket number (220XXXXXXXXXX).
optional
Please enter your first name as it is written on the flight ticket.
optional
Please enter your surname as it appears on the flight ticket.
optional

Contact details

optional
Bitte wählen Sie einen Staat.
Please use the same email address you used in your booking, if possible.
optional
Please enter your telephone number with your country code (e.g. +49).
Person 3
optional
Please enter your 13-digit ticket number (220XXXXXXXXXX).
optional
Please enter your first name as it is written on the flight ticket.
optional
Please enter your surname as it appears on the flight ticket.
optional

Contact details

optional
Bitte wählen Sie einen Staat.
Please use the same email address you used in your booking, if possible.
optional
Please enter your telephone number with your country code (e.g. +49).
Person 4
optional
Please enter your 13-digit ticket number (220XXXXXXXXXX).
optional
Please enter your first name as it is written on the flight ticket.
optional
Please enter your surname as it appears on the flight ticket.
optional

Contact details

optional
Bitte wählen Sie einen Staat.
Please use the same email address you used in your booking, if possible.
optional
Please enter your telephone number with your country code (e.g. +49).
Person 5
optional
Please enter your 13-digit ticket number (220XXXXXXXXXX).
optional
Please enter your first name as it is written on the flight ticket.
optional
Please enter your surname as it appears on the flight ticket.
optional

Contact details

optional
Bitte wählen Sie einen Staat.
Please use the same email address you used in your booking, if possible.
optional
Please enter your telephone number with your country code (e.g. +49).

You can 5 Add further passengers.

Receipts, expenses and other documents

Upload all your documents, receipts, loss lists and/or authorizations here.

State the total cost and the currency. The total cost must match the total amount in your documents.

We require the following documents to process your claims.

For delayed baggage: all the documents with a description and cost of the items or services purchased.

For lost baggage: the list of contents of your baggage with a precise description, purchase price and date, and any receipts available.

Note: please do not send us any credit card details.

Terms of use

Transmission of the data in this form is encrypted.

Confirmation that the content you have entered is true and correct

Data protection regulations

​To the data protection regulations