Lost or delayed luggage

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

Before you leave the airport, please 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.

It’s important that this is kept safe with your flight tickets, baggage receipts and any other relevant travel documents. Your PIR reference will allow you to access our self-service online system, where you can view the status of your delayed luggage and add any missing info that could help with finding it sooner.

Please note: if travelling on a BLX/6B flight number, the self-service online system may not be available at this current time

Once your bag has been located, you’ll be informed by our Ground Handling Agents and the bag will be delivered to the address you’ve indicated on the report.

For the first five days of tracing, if you need to speak to someone, please contact our local Ground Handling Agent on the contact details on your PIR or on the letter you’ll be provided with – you’ll need to quote your PIR reference in all correspondence. Your PIR reference consists of a five-letter and five-number reference e.g. MANBY12345.

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* - 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.

After six days 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.

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 Monday – Friday.

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.

or in writing to the below address TUI Airways Baggage Claims PO Box 1215, Crawley, West Sussex RH10 0HA

Email: tui@airlineluggageclaims.com

Tel: 0333 577 0300

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 choose to claim from your own travel insurance, please let them know that any correspondence should be directed to our Baggage Claims Department, as detailed above.

If you travelled on a non-TUI airline, please check their website directly for your airline’s luggage procedure.

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 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.