Question 1

Is there any legal requirements attached to reporting damage to an item of baggage? If so, what information must be considered?

Accepted Answer

In the event that your baggage is damaged, please report this to Eurowings baggage tracing or online directly after arrival.

Written notification submitted at a later date is possible within the legally prescribed period of seven days. However, the burden of proof then falls on you to prove that the damage occurred during air transport.

Please note that the post stamp date, our system's date of receipt via the report screen or online contact form, or the automated email date of receipt apply.

Question 2

Which checked-in baggage items will Eurowings not assume liability for?

Accepted Answer

We do not assume liability for certain items, should these be damaged as part of checked-in baggage. A list of these items can be found in our General Conditions of Carriage (GCC) in Article 15.3 (Damage to Baggage).

Question 3

How do I report damage to my baggage at the airport?

Accepted Answer

Should you notice damage to your baggage at the airport, you can report this directly to our Eurowings baggage tracing at the airport. There you will receive a PIR reference number (Property Irregularity Report Nummer, e.g. CGNEW12345). Please hold on to this for future reference.

In addition to reporting the damage, it is also necessary for you to make your claim in writing. Please contact our service provider Dolfi1920 GmbH and have the following information ready:

The PIR damage report reference number (e.g. CGNEW12345)
The baggage check sticker with tag number (attached your baggage)
Your boarding card(s)
Your booking code
The invoice/receipt for the item of baggage

Your item of baggage will be assessed and repaired or replaced, as deemed necessary. Alternatively, Dolfi1920 will offer you a reimbursement or compensation. It is important that you are able to provide proof that the damage occurred while the item of baggage was in the care of the airline.

Please note that it is legally required that damage to baggage be reported within seven days of receiving the item.

Question 4

How do I make a baggage insurance claim?

Accepted Answer

If you have taken out a travel or baggage insurance policy, you can file a claim for the damage with your insurer. If you require a written statement regarding the damage incurred for submission to your insurer, please contact us at baggage@eurowings.com.

Question 5

How can I report a baggage damage online?

Accepted Answer

If you notice damage to any of your bags at home or in a hotel, you can report it online by using the Baggage Self Service. You will receive a file reference number called PIR (property irregularity report number, e.g., CGNEW12345). It is essential that you keep this for a later date.

In addition to the property irregularity report, it is necessary for the settlement of the damage that you submit your claim in writing. For this purpose, please contact our service provider Dolfi1920 GmbH with the following documents:

File reference number of your damage report (e.g., CGNEW12345)
Baggage tag(s)
Boarding pass(es)
Booking code
Purchase receipt/ invoices of your baggage

On our behalf, your baggage will be examined, repaired or, if necessary, replaced. Alternatively, Dolfi1920 offers a refund or compensation. It is important that you have proof that the damage was caused while your baggage was in the care of the airline.

Please note that a damage to your bag must be reported within the statutory period of 7 days after receipt of the baggage.

Question 6

What are the statutory reporting deadlines for delays or damage to my baggage and for replacement purchases?

Accepted Answer

Please report any loss or damage to your baggage to the Eurowings baggage tracing desk at the airport or online via our Baggage Self Service immediately after arrival.

A subsequent written report is possible within the statutory period, but the burden of proof is reversed and you must provide evidence that the problem occured during air transport. Please note that the postmark or the automatic date of receipt by e-mail is decisive for compliance with the reporting deadlines.

Content of the written report	Statutory reporting deadline
Damaged baggage and partial loss (items missing from checked baggage)	No later than 7 days after claiming the baggage
Claim for compensation of delayed baggage	No later than 21 days after claiming the baggage
Total loss of baggage	Within two years

Damaged baggage

Questions about damaged baggage:

All information about lost or damaged baggage

Frequently visited pages

Eurowings

Lufthansa Group

Partner