What do I do if my luggage is damaged?

We’re sorry if your bag has been damaged during your journey. Please report any damage in the baggage reclaim area and if possible, take photos of any damage on your phone before you leave the airport.

Our baggage handling agents will give you a Property Irregularity Report (PIR). With this, you can easily register a claim with our baggage replacement specialist team at www.damagedluggage.com.

Once you’ve registered, you can upload images and provide full details of the damaged item. The team will then be able to process your claim, which means they’ll look for a suitable replacement or, if possible, a repair. It’s important that you do this within seven days of your return flight.

Once you’ve completed the registration form, you’ll be sent a unique reference number by email. The team will also send you updates about the progress of your claim, so you know what’s happening every step of the way.

If you need to get in touch with us during the process, you can send messages to our team through the website above. And if you ever need to chat, you can use the multi-language Live Chat function.

The live chat is available Monday to Friday, from 0900 to 1700 as is the quickest way to contact our team, alternatively you can contact them by phone on call on 01279 813000 and select option 2

Just so you know, minor scuffs and denting are considered to be part of normal wear and tear, and claims of this nature are not accepted.

TUI Airways, along with all other airlines, is governed by the Montreal Convention – that means we cannot accept liability for fragile or valuable items within your baggage.

We don't want you to experience any further disappointment, so please remember you must report you damaged luggage within 7 days from your return flight. If you travelled on a non-TUI airline, please check their website directly for your airline’s luggage procedure.

What do I do if my luggage is damaged?

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