Incidents with baggage

If you have undergone an incident with your baggage, please accept our apologies fort the inconvenience caused.

Management Information

For correct processing, we hereby inform you:

  • Filing a 'Property Irregularity Report'. For incidents related to BAGGAGE, 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.
  • Keep your original travel documentation. Don't forget to keep your original documentation (air ticket, baggage tags and boarding cards) as well as any receipts for essential expenses directly related to the incident in the event of delayed delivery, as the Company may ask you to submit them.
  • Limited liability. Keep in mind that all airlines have limited liability, so you may have greater coverage if you have a comprehensive domestic, business or travel insurance policy.
  • If you wish to take action on a claim. Please note that the PIR completed at the airport is an incident report, and under no circumstances implies any admission of liability. If you wish to file a claim, we would be grateful if you could send the documentation requested by our Baggage Service as soon as possible, within the periods provided for on the ticket, i.e. under 21 days from the incident in the event of delay of delivery or loss and 7 days in the event of damage.

Delayed delivery or loss of baggage

If your baggage has been subject to DELAYED delivery, from that moment on, all appropriate actions will be taken to locate your baggage as soon as possible and deliver it to the address you have provided for this purpose. Keep in mind that delivery may be subject to the operations of the country's customs, and you may have to go to the airport in person as required by the competent authorities.

   Check the status of your baggage search

 

If within 48 hours the company has not contacted you, please contact our customer service by phone:

  • Calls from Spain: 911 360 190
  • Calls from outside Spain: (+0034) 911 360 190
  • Office hours: from 9:00 am to 8:00 pm. (mainland time), Monday to Friday (business days).

If you have not received your baggage within 72 hours, fill in the following form to streamline the search process:

   Baggage search form

 

To formalise your claim, you must contact us by post within 21 days from the date of the incident, attaching the following documentation:

  • Claim detailing the value of each item separately, together with the corresponding receipts, if available, as well as a final overall valuation.
  • Photocopy of passport or national ID
  • PIR/original.
  • Boarding card/original.
  • Baggage tag (suitcase label)/original.
  • Ticket (in the case of an electronic ticket, attach the purchase receipt)/original.
  • Bank details (name, address and postal code of your bank branch and account holder, together with the SWIFT code and the IBAN).
  • Receipts for expenses arising from late delivery of your baggage (basic expenses)/originals.
  • For greater security, we recommend saving a copy of any documentation you send.

If you wish, you can download the Claim From for DELAYED DELIVERY or LOSS of baggage:

   Claim form

Damaged baggage

For your convenience, we inform you that you can arrange for the repair or replacement of your baggage both inside and outside Spain, regardless of the place of the incident. However, remember that in both cases you will have 7 days from the date of the incident to contact the company.

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

For your benefit, please remember:

  • You must notify Air Europa staff of the incident before leaving the airport and confirm if you undergo any further damage to your baggage, since once you leave the arrivals area, you cannot open the damage report, and the company will be exempt from liability.
  • You must also keep all the flight documentation and the damaged luggage until the claim has been resolved, as you will be asked for it in order to process the incident with your luggage.

Contacts

  • Calls from Spain: 911 360 190
  • Calls from outside Spain: (+0034) 911 360 190
  • Office hours: from 9:00 am to 8:00 pm. (mainland time), Monday to Friday (business days).
  • Address:

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

Frequently Asked Questions

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 9 am to 8 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.

SAFETY REGULATIONS AND LIQUIDS

Are you carrying any liquids in your baggage?

Items containing liquids or substances of similar consistency may be carried, with up to a maximum of 10 containers of 100 ml (1 litre in total).

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DANGEROUS AND PROHIBITED OBJECTS

Prohibited objects

Blunt, spiked or sharp objects are some of the prohibited items in the aircraft cabin. For more information please see our section on "Prohibited objects". 

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VALUE DECLARATION

Valuables in baggage

If you are carrying valuable items in your baggage, you can register this circumstance by making a special value declaration.

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