Damages

• You must go to the airline desk in the baggage claim area of the airport to report the incident and complete the Property Irregularity Report (PIR) before leaving the hall.
• Please keep all the flight documentation and the damaged luggage until the claim has been resolved, as it may be required to process the incident.
• Once the PIR has been created, you can request the repair or replacement of your luggage both inside and outside Spain. You have 7 calendar days from the creation of the PIR to contact the airline.  
• Once you leave the baggage claim area, you will not be able to process the PIR and the airline will be exempt from any liability.
• In Spain:

Our Direct Service will manage the replacement of your luggage for an item of similar features.

Outside Spain:

If you wish to request compensation for the repair or replacement of your damaged luggage:

• Download the Claim Form and send it within 7 calendar days after the date of the incident.
• We have affiliated stores in Montevideo and Brazil.

Delays

• If you are not in your usual place of residence, you can purchase essential items from 24 hours after the incident. Please remember to keep all sales receipts.
• Download the Claim Form and send it within 21 days after the baggage delivery date.

Lost for good

Download the Claim Form and send it within 21 calendar days after the date of the incident.

CONTACT

Telephone number

Office hours: Monday to Friday (business days) from 8 am to 10 pm (mainland Spain time).

Address to send the claim form:

Air Europa
Apartado de correos 430
07620 Mallorca-Baleares
(Spain)

VIEW STATUS

• You can check the status of your luggage search here. 
• For added security, we recommend saving a copy of any documentation you send.
• Our liability is limited. If your luggage has been lost, we recommend contacting your insurance company.

If your luggage has been located and subsequently withheld at customs for inspection, our airport baggage service staff will contact you to inform you if you need to collect it in person from the airport.

You can view the status of your luggage search and modify related information online, especially if a certain detail (e.g., the shipping address or contact details) is incorrect or has changed, by clicking here.

If there is a delay in the delivery of your checked bags, please go to the Baggage Service desk before leaving the baggage claim area. Our staff will register your claim and complete a Property Irregularity Report (PIR) with a unique reference number. You will need this number to check the status of your luggage.

We will look for your luggage using the WorldTracer system and keep you informed of the process by email and text message. Once we have located your luggage, we will contact you for delivery.

If we have not contacted you to arrange the delivery of your luggage within 48 hours after the incident, we require more information about your luggage to perform a more detailed search. You can provide more information by clicking here or by completing and sending the baggage search form to the following address:

Air Europa
Apartado de correos 430
07620 Mallorca-Baleares
(Spain)

If your trip includes a flight operated by another airline, the company that operates the last flight of the trip is responsible for managing the Property Irregularity Report (PIR). Therefore, you must contact this airline to process the incident.

The Property Irregularity Report is essential for processing a claim. To complete a PIR, you must notify us of an incident before you leave the arrivals area of the airport.

 The PIR contains three letters corresponding to the airport code where the claim was presented, followed by UX and 5 numbers (e.g., PMIUX12345).

Once you leave the baggage claim area, you will not be able to process the PIR and the airline will be exempt from any liability.

Please note that a PIR completed at the airport is an incident report, and under no circumstances implies any admission of liability by the airline.

We locate most luggage within the first 24 hours through the WorldTracer international baggage search system. This system is used in almost 2,000 airports and by some 360 airlines to locate luggage as quickly as possible.

In accordance with Article 17.2 of the Montreal Convention, the carrier shall not be liable for damage caused to the extent that the damage is due to the nature, defect or vice of the baggage. In this sense, the normal use of baggage produces over time a wear that weakens the structure of the suitcases and, consequently, results in the aforementioned defects or vices, whose common result is the deterioration of the suitcases. Similarly, the misuse of suitcases, without respecting the manufacturer's specifications regarding weight and maximum capacity, also results in damage due to the nature and vice of the baggage, the responsibility of which must be fully assumed by the passenger. For these reasons, airlines, in accordance with the Montreal Convention, do not assume liability for minor damage and accessories that protrude from the baggage and that have been caused by the causes above.

All airlines have limited liability, so you may have greater coverage if you have a fully comprehensive, domestic, business or travel insurance policy.

If you are about to purchase your flight ticket on our site along with the purchase of your flight ticket on Air Europa website, a travel insurance, from our partner Allianz Travel, corresponding to your trip will be proposed to you.

If you already purchase your Air Europa flight, to get a quote or to purchase your travel protection, please call our agents : +34 911 401 501.

If you have purchased a Travel insurance by Allianz Travel, you can claim for non refunded portion by clicking here.