What to Do if Your Baggage Is Delayed or Lost – SaaS

Overview

We understand how stressful it can be when your baggage doesn’t arrive as expected. This article explains what steps to take if your bag is delayed, misplaced, or lost, and how your ticket type may determine eligibility for compensation.

Step 1: Report Your Missing Baggage Immediately

If your baggage does not arrive at the carousel:

Visit the Baggage Services Desk before leaving the arrivals area.
Provide your baggage claim tag, boarding pass, and photo ID.
Our team will file a Property Irregularity Report (PIR) and share a reference number so you can track your claim online.

You can also start the process through the My Trip section of our website or mobile app.

Step 2: Track Your Baggage

You’ll receive updates via email or text as soon as your bag is located. Most delayed baggage is found and returned within 24–48 hours.

To check your status any time, visit our Baggage Tracker Portal and enter your PIR reference number.

Step 3: Reimbursement for Essential Items

If your bag is delayed and you are away from home, you may be eligible for reimbursement of essential items (toiletries, clothing, work materials).

Keep all receipts and submit them within 21 days of your bag’s return.
Limits and rules vary by ticket type and travel region.

Step 4: Lost Baggage Compensation

If your bag cannot be located after 21 days, or is officially declared lost, you may be entitled to compensation.
Your eligibility depends on:

Your fare class (e.g., Economy, Business, Premium)
Your travel route and applicable conventions (Montreal or Warsaw Convention)
Whether your ticket includes Enhanced Baggage Protection Coverage

To begin a claim, visit our Lost Baggage Claim Form page or contact our Baggage Support team.

Step 5: Understanding Compensation Entitlements

Your ticket purchase may provide different levels of protection:

Ticket Type	Standard Coverage	Enhanced Coverage	Typical Compensation Cap
Economy Light	Basic – limited reimbursement	Optional add-on at booking	Up to 1,300 SDR*
Flex / Business	Extended reimbursement	Included automatically	Up to 2,000 SDR*
Premium or Elite	Fast-track handling & temporary replacement kit	Included automatically	Up to 2,500 SDR*

*SDR = Special Drawing Rights, a standard currency value used in international aviation agreements.

Step 6: How to Submit a Claim

Fill out the Baggage Claim Form online
Attach copies of your receipts and your PIR reference
Our Claims team will review your request within 10 business days

If your claim is approved, compensation will be processed to your original form of payment.

Need More Help?

If you have not received updates within 3 days of reporting your baggage issue, please contact:

Baggage Support Team: baggagehelp@demoairline.com
24-hour Support Line: +1 800 555 0199
Or chat with our Virtual Baggage Assistant, available 24/7