We work carefully to make sure that you get your baggage without any problems, but unexpected events can happen. In these situations, we make an effort so solve these problems as quickly as possible and to make sure you receive your baggage wherever you need it, free of charge. In general, 96% of our cases are resolved in the first five days. Next is an explanation of what you should do if you have baggage problems when arriving to your final destination.

Delayed Baggage

We apologize for not being able to deliver your baggage to your destination airport on time. We want to solve this problem as quickly as possible. Please follow these steps:

  • Contact us before leaving the baggage claim area and file your claim with your identity document, boarding pass and baggage tag.
  • Check the status of your baggage online by entering your name and claim number.

What happens after you file your claim?

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Remember that you have to present your claim with the last airline that transported your baggage. Know our liability limits for the air transportation of passengers and baggage.

Damaged baggage or lost items

Was your baggage damaged or was an article from inside your bag misplaced?

  • Contact us at the baggage claim area before leaving the airport and file a claim with your identity document, boarding pass and baggage tag.
  • Did you already leave the airport? You have to go back and visit Baggage Services. To complete your claim, contact us within the first 3 days after your flight arrival date.

Items left on board the airplane

Did you forget something on board the airplane or did you lose an item from your carry on baggage?

  • Contact us at the baggage claim area before leaving the airport.
  • Did you already leave the airport? You have to go back and visit Baggage Services or call our Contact Center.

Remember to bring any items of value such as documentation, cash, jewels as well as fragile items and electronics, with you on board. We cannot be held responsible for the loss or damage of your belongings while transporting your baggage. If you have any additional questions, contact our Contact Center.