Lost or delayed luggage

Find out what to do if your luggage is lost or damaged.

FAQs

What do I do if my luggage is lost or delayed?

We’re really sorry, we know how worrying it can be if your bag hasn’t arrived on time, has been damaged or lost – there’s a couple of things you need to do to help get it back to you as quickly as possible.

You'll need to report lost or delayed baggage at the arrival airport by filling out a Property Irregularity Report (PIR). This will start the tracing process to locate your missing or delayed items. Our agents in the baggage collection area will be able to help you with this – they usually have a clearly-signposted baggage information desk.

The first five days of tracing your delayed items will be carried out by our agents at the arrival airport. When making enquiries, please contact the airport where you reported your baggage missing – their contact details can be found on the PIR form you received when reporting the item missing. To speed up their response time, you should quote your PIR number whenever you get in touch. A PIR number is a combination of five letters followed by five numbers, for example MANBY12345, which you’ll also find on the PIR form.

If you’re on holiday speak to your holiday rep or contact our team using the chat function on the TUI app, by calling +442038303111* or by Texting 80247* - they’ll be able to support you with tracing your luggage as well as arranging an allowance for essentials.

*calls from abroad are charged at international rates and texts at your standard network rate.

If your bag has been missing for six or more days, please call the TUI Baggage services department on 0333 577 0300* or email them at tuisecondarytracing@airlineluggageclaims.com. You can also Live Chat*. Please remember to include your PIR number, all the surnames of your travelling party, your flight number and booking reference in any correspondence. It will help us to trace your luggage if you can tell us what it looks like. Please state the brand, colour, details of stickers or straps on the bag and five unique items in the contents that we could use to identify your baggage – for example GHD straighteners, red wash bag, Nike trainers etc.

Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Please check with your network provider. *Phones and live chat available 0900-1700 GMT

Making a claim

In the unlikely event that your luggage is not located, you may wish you make a claim.

You can make a claim through your travel insurance provider or through TUI on this website www.tui.airlineluggageclaims.com. Just so you know, you can't claim from both your travel insurance provider and the airline. If you're claiming for delayed baggage, you'll need to make your claim in writing within 21 days of the date your baggage was delivered. If you travelled on a non-TUI airline please check their website directly for your airlines luggage procedure.

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 local handling agents will give you a Property Irregularity Reference (PIR) number that consists of 5 letters and five numbers e.g. MANBY12345.

With this reference you can now go ahead and claim with our baggage replacement specialist team at www.damagedluggage.com

We’ve tried to make the process of logging a claim as straight forward as possible. When logging your claim, you will have the option of uploading images and providing full details of your damaged item. The information you give when logging your claim will enable the team to identify a suitable replacement or repair if it is possible.

Once you have registered your damage luggage, you will receive a unique claim reference number for your luggage by email. The team will send you regular updates as the claim progresses, so you know what is happening at each step.

A great feature with the damaged baggage website, is that you can send messages to our baggage specialist team via a 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, any minor scuffs, dents and cosmetic damage are considered to be part of normal wear and tear and claims of this nature are unfortunately not accepted.

TUI Airways, as with all airlines, is governed by the Montreal Convention, which may impose restricted liability and we cannot accept liability for fragile and valuable items contained within your baggage.

We don’t want you to experience any further disappointment, so please remember you must report your damaged luggage within 7 days from your return flight.

Still need help?

Please visit our luggage claims page and select an option from the drop-down menu. We’ll then show you the best way to get in touch.