warning

Your browser is not supported

The browser you are using - Internet Explorer or old version of Edge – is not supported by our website. Not to face issues while using our website please use the latest version of Edge or any other modern browser like Chrome, Safari or Firefox.

close

Choose your preferred country and language

+352 2456-1 [Info: busiest period 09:00-11.00]
Mon to Sat 09.00 - 19.00 / Sun 09.00 - 17.00

Call now
Luxair uses cookies in order to give you a better service.

By continuing to browse this site you agree to our use of cookies. For more information on cookies see our cookie policy.

Damaged, delayed or lost luggage

Damaged, delayed or lost luggage

Your luggage, our responsibility

Has your baggage been delayed or damaged? We are so sorry for this inconvenience. Contact our Luggage Assistance department and a member of our team will do everything they can to give you the best possible assistance.

Baggage Compensation Information

  • Declaration:

     

    1. At arrival/at the airport:

    If you notice that your baggage was damaged during transport, please proceed immediately to the baggage service desk at destination to report the incident. A Damage Property Report (DPR) will be issued which will allow Luxair to track your file.

    Luxair will then provide you with necessary information concerning damage repair or replacement.

     

    2. If you have already left the airport:

    You have 7 days from the date you received your baggage to declare the incident if baggage tag still attached to your baggage. Please contact Luxair online by filing the online complaint form. Please provide us with the following documents:

     

    • Your boarding pass
    • Photo of Baggage tag still attached to your baggage
    • Photos of damage
    • An expertise from our provider Dolfi1920
    • A Damage Property Report (DPR) containing your file number

     

    Luxair will then provide you with necessary information concerning damage repair or replacement.

     

    Compensation:

    In accordance with the provisions of the Montreal Convention and our General conditions of carriage, compensation for damaged items could be granted. 

     

    If you notice the damage after arriving on a flight not operated by Luxair, please contact the airline on which you arrived.

  • Declaration:

     

    1. At arrival/at the airport:

    If you discovered that an item is missing from your baggage, please proceed immediately to the baggage service desk at destination to report the incident. A Damage Property Report (DPR) will be issued which will allow Luxair to track your file.

     

    2. If you have already left the airport:

    You have 7 days from the date you received your baggage to declare the incident. Please contact Luxair online by filing the online complaint form. Your claim must include the following documents:

     

    • Your boarding pass
    • Photo of Baggage tag still attached to your baggage
    • Invoices of the missing items
    • Proof of the missing item
    • Police declaration of lost items

     

    Compensation:

    In accordance with the provisions of the Montreal Convention and our General conditions of carriage, compensation for missing items could be granted.

     

    Disclaimer:

    Luxair shall not be liable for damage to baggage where said damage results from the nature of or an inherent defect, quality or vice of the baggage. 

     

    Passengers are advised not to put in their Checked Baggage: pharmaceuticals, china, glass, other fragile objects, currency, jewellery, works of art, precious metals, silverware, securities, or other valuables, optical or photographic equipment, computers, electronic and/ or telecommunication equipment or devices, musical instruments, passports and identity documents, keys, business documents, manuscripts or deeds, whether individualized or fungible etc.

     

    If you notice the damage after arriving on a flight not operated by Luxair, please contact the airline on which you arrived.

  • Declaration:

     

    If you have not received your baggage at your arrival, please proceed immediately to the baggage service desk at destination (or the Luxair baggage kiosk if you are at Luxembourg airport) to report the incident. A report with a file number (AHL) will be issued which will allow Luxair to track your file. When filling out the incident report, try to be as precise as possible in describing the missing baggage as well as the items contained in your baggage. If your baggage is found, Luxair will inform you.

     

    If your baggage is not found within 21 days from the date the baggage had to be made available, you can submit your claim online by filing the online complaint form. Your claim must include the following documents:

     

    • Your boarding pass
    • Description and invoices of the baggage and all the items contained in the baggage
    • Invoices of the first necessity purchases you made due to delayed baggage (If not already reimbursed by Luxair at the time you reported the incident)
    • A Property Irregularity Report (AHL report) containing your file number

     

    Compensation:

    If your baggage is not found after 21 days, your baggage will be considered as lost and you might be entitled to compensation.

     

    In accordance with the provisions of the Montreal Convention and our General conditions of carriage, compensation for lost baggage could be granted. If you had to buy first necessity items due to your delayed baggage, you are entitled to compensation.


Forgotten something on board a Luxair airplane?

 

- Books, glasses, clothing: Please contact Luxair Luggage Assistance: baggage.claim@luxairgroup.lu / +352 2456 5003

- Items of value such as jewellery, electrical and electronic devices: Please contact Customs and Excise: +352 2464 8800

- If you have lost an identity card, passport or credit card, please contact the police directly.


Baggage tracing

Please contact LuxairServices Baggage Assistance from 8.00 -10.00 am and from 3.00 - 5.00 pm:

 

Tel.: +352 2456 5003

Email: baggage.claim@luxairgroup.lu

 

Outside these hours, you may also track your baggage in real-time 24/7 from your home, office or hotel room, with Luxair WorldTracer: Click here to access the WorldTracer tracking service.