Lost or delayed luggage: what the airline must pay, how to claim and the deadlines you can’t miss

The carousel stops and your suitcase isn’t there — most often after a flight with a connection. The airline is responsible for your bag and you have rights, but they are easy to lose if you don’t get the right paperwork at once or miss a deadline. Here is how it works under UK Civil Aviation Authority guidance and the Montreal Convention.

What should you do at the airport if your bag doesn’t arrive?

Don’t leave the baggage hall. At the airline’s baggage desk, fill in a Property Irregularity Report (PIR) and keep a copy with the reference number. Without a PIR a claim is very hard to prove, though having one doesn’t guarantee payment. If you flew with more than one airline you can claim from any of them, but it is usually the last airline that handles it — start there. CAA tip for next time: put your name, address and email inside the case too, as outside tags get torn off.

What will the airline pay if your bag is delayed?

Most airlines reimburse the bare essentials while you are without your things: toiletries, underwear, laundry. Some pay a set daily rate. Keep every receipt. If the bag is delayed on the way home, the airline may say your losses were smaller because you had clothes at home. You must claim in writing within 21 days of getting the bag back — don’t miss this deadline.

When is a bag treated as lost, and how much will you get?

Under the Montreal Convention, if your bag has not arrived 21 days after it should have, you can treat it as lost and claim for the contents. For lost or stolen items and for damaged bags, the CAA gives a 7-day limit for the written claim. You will need to prove value with receipts, card statements or other evidence, and airlines pay the value allowing for age, not new for old. The Convention’s liability limit since 28 December 2024 is 1,519 SDR (IMF units), roughly £1,500, but the CAA warns that sums like this are very rarely paid. If you are carrying something valuable, you can make a special declaration of value at check-in — the airline may charge for it.

What if your suitcase is damaged?

Report the damage before you leave the airport, get a PIR and send the airline a written claim within 7 days. If accepted, they may repair the case or give you a replacement. For cabin bags you carried yourself, the airline is liable only if it was at fault.

Will they pay for a ruined holiday or a missed cruise?

Usually not. Airlines don’t voluntarily pay these consequential losses — the CAA’s example is missing the start of a cruise because you waited 24 hours for your bag. You would have to go to court. Sometimes it is better to claim on your travel insurance, which may cover the true cost of your things, though there is usually an excess — the CAA puts a typical figure at around £40. Time limits depend on the policy.

Where can you complain if the airline says no?

If the airline belongs to an alternative dispute resolution (ADR) scheme, complain there. If not, the CAA handles passenger complaints through its own service. The last resort is court: under the Convention you have 2 years from arrival. For claims up to £10,000 there is a simpler procedure — here is how it works. If the flight itself was delayed, you may have separate compensation rights — see our guide.