For correct processing, we hereby inform you:
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.
If within 48 hours the company has not contacted you, please contact our customer service by phone:
If you have not received your baggage within 72 hours, fill in the following form to streamline the search process:
To formalise your claim, you must contact us by post within 21 days from the date of the incident, attaching the following documentation:
If you wish, you can download the Claim From for DELAYED DELIVERY or LOSS of 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:
Apartado de correos 430
Our Direct Service will manage the replacement of your luggage for an item of similar features.
If you wish to request compensation for the repair or replacement of your damaged luggage:
Lost for good
Download the Claim Form and send it within 21 calendar days after the date of the incident.
Office hours: Monday to Friday (business days) from 9 am to 8 pm (mainland Spain time).
Address to send the claim form:
Apartado de correos 430
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:
Apartado de correos 430
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.
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).
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".
If you are carrying valuable items in your baggage, you can register this circumstance by making a special value declaration.