Q: What happens if my lost baggage is not found?

In the unfortunate and rare event that your baggage cannot be found even after 21 days , we will assume that it has been lost. In this case, you are entitled to compensation . The amount payable will depend on the contents of your baggage and any receipts you can produce as proof of purchase. In this case, please send us an email to baggage@eurowings.com with your reference number from the myBag portal. Even if we have declared your baggage lost at this time, we will keep the details in our system and notify you immediately, if we find your baggage at a later date.

Question 1

What is the status of my baggage search? Where is my suitcase?

Accepted Answer

With the help of your PIR number (e.g. CGNEW12345), you can track your lost baggage claim status online by using the Baggage Self Service and even manage your data. Especially, if the delivery address or your contact details are incorrect or if they have changed, please amend them.

Please note that our service staff in the call center access the same information and cannot provide you with any further information.

Question 2

How can I report a baggage delay/baggage loss?

Accepted Answer

Please keep all your flight documents, especially your boarding pass and the baggage tag and wait until all the baggage has been delivered at the baggage carousel. If your baggage does not arrive, report your delayed baggage immediately at the Eurowings baggage office in the arrival area of your destination airport or use the online BAGGAGE-SELF-SERVICE.

You will receive a confirmation with a transaction number (PIR number, e.g. CGNEW12345), which you should keep for a later date. With the help of this report, a worldwide search for your baggage will be initiated. Your baggage will be searched by using the WorldTracer system.

You will be kept informed of the status of the search by e-mail and text message. Furthermore, you can check the progress made in tracing your baggage online with the help of your reference number (PIR number, e.g. CGNEW12345), and you can also change your details. Most importantly, if the delivery address or your contact details are incorrect or if they have changed, please amend them.

During the first 5 days after the loss of your baggage , the respective airport where you reported the loss is exclusively responsible for the search. As soon as your baggage arrives at your destination airport, we will contact you to arrange the delivery. We will make sure that the baggage is delivered by courier to your address and at the time that suits you. If you wish, your baggage can also be picked up personally at the airport.

We are very sorry that your baggage is missing after arriving at your destination and apologize for any inconvenience caused. If a piece of baggage is not loaded on the aircraft, this can be due to various reasons. Please do not worry, in most cases, the piece of baggage will be located quickly at the departure airport and redelivered as soon as possible.

Question 3

What do I have to consider if my baggage has been lost but I have taken out separate baggage insurance?

Accepted Answer

If you have taken out your own travel or baggage insurance, you may be able to claim your loss from your insurer. If you need a letter from us regarding the damage that has occurred, which you can forward to the insurance company, please send us an e-mail.

Question 4

What do I do if items are missing from my checked baggage?

Accepted Answer

If individual items or the entire contents are missing from your checked baggage, please report this to Eurowings baggage tracing desk immediately after arrival. A subsequent report can only be accepted if it is made here in writing within seven days.

Question 5

At what point is my baggage considered lost and no longer delayed?

Accepted Answer

In the event that your baggage cannot be found after 21 days, we will assume that it has been lost. In this case, you are entitled to compensation.

Even if we have declared your baggage lost at this point, we will keep the details in our system and inform you immediately if we find your baggage at a later date.

Question 6

Where can I find items which were left on the plane?

Accepted Answer

If you have left an item on board of our aircraft, please report this immediately upon arrival at the local Eurowings baggage tracing desk at the airport. Lost items on board will be handed over by our cabin crew to this baggage tracing department and can be collected by you there.

All lost items that have not been collected after a storage period of one to four weeks will be sent to the Eurowings central baggage warehouse. After this period has elapsed, please enter your loss report here so that we can allocate your item as quickly as possible. Please only fill in the form if your item is not at the baggage tracing desk at the airport.

Question 7

Is there a legal obligation to report lost or damaged baggage? What do I have to pay attention to here?

Accepted Answer

You should report any loss or damage to your baggage immediately after arrival. This can be done online via the Baggage Self Service or at the Eurowings baggage claim desk at the airport .

Subsequent written report is possible within the statutory period of 7 days, but the burden of proof is then reversed and you must prove that the damage was caused during air transport.

Please note that the postmark, the receipt via the reporting mask or the web form in our systems or the automatic date of receipt via e-mail are decisive for meeting the reporting deadlines.

Question 8

How will I get my delayed/lost baggage once it's been found?

Accepted Answer

Once we receive your baggage or it arrives at your destination airport, we will contact you to arrange delivery. We'll make sure your baggage is sent to your address at a time convenient to you. If you prefer, you are also welcome to collect your baggage from the airport.

You can also follow your baggage's progress online using the reference number on your lost baggage report (PIR number, e.g. CGNEW12345), as well as manage your information. Please update your delivery address or contact details should they be incorrect or change.

Question 9

Do I have a right to a replacement if my baggage is lost or delayed?

Accepted Answer

If we are unable to deliver your baggage the same day after arrival at your destination (excluding home destination), we will of course, contribute to the necessary expenses – such as clothes or drugstore items. Refunds are up to €30 per person per day for a maximum of three days (up to €90 per person in total).

Please submit your receipts here within 21 days of arrival.

Note: Passengers have an obligation to minimise damages; this means that expenses must be kept as low as possible in the event of temporary loss of baggage.

Question 10

What happens if my lost baggage is not found?

Accepted Answer

In the unfortunate and rare event that your baggage cannot be found even after 21 days, we will assume that it has been lost. In this case, you are entitled to compensation. The amount payable will depend on the contents of your baggage and any receipts you can produce as proof of purchase. In this case, please send us an email to baggage@eurowings.com with your reference number from the myBag portal.

Even if we have declared your baggage lost at this time, we will keep the details in our system and notify you immediately, if we find your baggage at a later date.

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