Lost or delayed baggage: what to do

Your suitcase never came down the belt — but that is no reason to panic just yet. In most cases delayed baggage is found within a few days and delivered to your address. What matters most is filing the tracing report correctly, before you leave the baggage hall, and keeping your documents.

In short

Before leaving the baggage hall, file a Property Irregularity Report (PIR) at the Lost & Found desk. Keep your baggage tag and boarding pass. While the bag is delayed you can request reimbursement for essential purchases; if it is lost for good, file a claim with the airline. Your booking and flight details are always in your order history.

01 / Right awayWhat to do at the airport before leaving the baggage hall

You should file the trace before you pass through the customs «green channel»: once you have left the baggage hall, it becomes much harder to prove the bag did not arrive on your flight. Find the Lost & Found desk of the carrier or its ground-handling agent — it is usually located right inside the baggage reclaim area.

Go to the Lost & Found desk

Report that your bag did not arrive. Bring your boarding pass and the stub of the baggage tag you were given when you checked the suitcase in.

File a PIR

The agent will draw up a Property Irregularity Report (PIR). It records your flight, a description of the suitcase, and contact details for delivery.

Describe the bag in detail

Colour, type, brand, distinctive marks, stickers, contents. The more precise the description, the faster the search in the World Tracer system.

Get a reference number

You will be given a unique trace code (typically five letters and five digits) and a tracking link. Use it to check the status online.

Don't leave without the reportIf you leave the airport without filing a PIR, the airline may refuse to trace the bag or pay compensation. If you cannot find the desk, approach any carrier representative right there in the baggage hall and note the time of your request.

02 / DocumentsWhich documents to keep

Both the speed of the trace and your right to compensation depend on having the full set of documents. Keep everything together and don't throw anything away until the matter is fully resolved.

Document	Why it matters
PIR report	The core document: confirms the delay and opens the trace
Baggage tag stub	The tag number links the bag to its route in the carrier's system
Boarding pass	Proves you travelled on that flight
Receipts for essentials	Needed to reclaim spending while the bag is delayed

Photograph everythingPhotograph the PIR, the tag and the boarding pass straight away. A paper tag is easy to lose, and a scan comes in handy if you later need to file a written claim or reach our support: 8 800 1000-646 or @sales_travel_bot.

03 / The delayWhile the bag is being traced: reimbursement for essentials

A delayed bag is not a lost bag: most often it is found and delivered within a few days, usually free of charge to the address stated in the report. In the meantime you can buy essential items (toiletries, a minimal change of clothes) and request reimbursement from the carrier. Keep every receipt.

Buy reasonably. Reimbursement covers essentials, not luxury shopping — spend in proportion to the situation.
Track the status. Check the trace with your reference code and keep your phone reachable — courier delivery is often arranged by phone.
Check the limits. Amounts and reimbursement rules vary from one airline to another — confirm them with the carrier or our support team.

If you're on a package tripIf the flight is part of a tour booked with Sales.Travel, send us your order number and trace code: we'll help you stay in touch with the carrier and the local host. Your booking details are in your order history.

04 / LossIf the bag is not found: a claim to the airline

If the bag is still not found after the tracing period, it is considered lost, and you can file a written claim for compensation with the carrier. Filing deadlines are set by international rules, so don't put it off — submit the claim as soon as you can once the bag has been declared lost.

Wait for the «not located» status

Tracing can take up to several weeks. The carrier will notify you once the bag is officially declared lost.

Compile a contents list

List the items and attach proof of value where you have it (receipts, statements).

Submit the claim

Attach the PIR, the tag, the boarding pass, the contents list and your payout details. Check how to submit it on the carrier's website.

Keep the confirmation

Note the claim number and date — you'll need them if the payout has to be chased up.

Insurance may cover moreCarrier compensation is usually capped per kilogram or per piece. If you have travel insurance that covers baggage, it may make up the difference — check the terms of your policy.

05 / FAQFrequently asked questions

I already left the airport without a PIR. What now?

Contact the carrier's tracing service as soon as possible and explain the situation. Filing a trace after the fact is sometimes possible, but less likely to work out — which is exactly why the report is always filed in the baggage hall.

How quickly is delayed baggage usually found?

Usually within a few days. Most suitcases simply miss a connection and arrive on the next flight, after which they are delivered to the address in the report.

Whom do I claim against if there were several flights?

Usually the carrier of the last flight on which the bag was due to arrive handles the claim. Confirm the procedure with the airline — the rules can differ with through check-in.

Will Sales.Travel help with the trace?

The trace and the payout are handled by the airline, but we can help you find your bearings, stay in touch with the carrier and prepare the documents. Call 8 800 1000-646 or message @sales_travel_bot.

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