You’ve landed. You’re dreaming of sun, sleep, and a big plate of something local. But then the carousel slows… and your suitcase hasn’t appeared.
It’s a frustrating – and yes, slightly panic-inducing – start to any trip. But it’s more common than you might think. Last year, 33.4 million bags were mishandled worldwide, so if it happens to you, you’re far from alone. Whether your bag is delayed or lost entirely, there are clear steps you can take to help you get back on track quickly.
Here’s what to do next.
First things first – stay calm and report it
Before you leave the baggage claim area, head straight to the airline’s baggage desk. This is usually near the carousel, and it’s your first stop for reclaiming delayed or lost luggage.
Here’s what to do:
- Ask to fill out a Property Irregularity Report (PIR). This is your official proof that your bag didn’t arrive.
- You’ll need your baggage receipt (from check-in) and boarding pass.
- Describe your suitcase and provide your accommodation details so it can be delivered later.
Most bags turn up within a few days. The airline will try to get it to your hotel, holiday home, or onward destination as soon as possible.
Top tip: Take a quick photo of your suitcase before you travel. It helps staff identify your bag more easily, and it’s an easy way to tell if any damage has been done.
What are airlines responsible for?
When your luggage doesn’t arrive, your airline is the first port of call. They are responsible for trying to reunite you with it.
Under international aviation guidelines, including the Montreal Convention (which applies in the UK), airlines are required to make “reasonable efforts” to track and return your bag. But what exactly does that mean in practical terms?
Your bag is “delayed” for 21 days
If your suitcase misses your flight or goes walkabout during a connection, most airlines will initially class it as delayed, not lost. They typically try to locate and return it to you within a few days, often delivering it to your hotel or home address once it’s found.
Only if your bag still hasn’t been located after 21 days will it be classed as officially “lost.”
Do airlines cover essentials?
Some airlines may offer a basic allowance for emergency purchases for things like toiletries, underwear, or a change of clothes, while your luggage is missing. However, this isn’t guaranteed, and policies vary widely between carriers.
You’ll usually need to:
- Buy the items yourself
- Keep all receipts
- Submit a claim directly to the airline
And even then, reimbursement may be partial or capped.
What about compensation?
If your bag is declared lost or damaged, you may be entitled to compensation. However, there are limits:
- Under the Montreal Convention, the maximum you can claim from the airline is around £1,550.
- This cap includes everything in your bag – clothes, toiletries, shoes, gadgets, gifts – and it’s not based on the value of individual items but rather the total claim.
- Airlines may also factor in the age and depreciation of the contents, meaning the amount you get back could be far less than expected.
Unfortunately, this means high-value items like laptops, designer clothing, or jewellery often aren’t fully covered by airline compensation alone.
So, what happens if the true value of your lost luggage exceeds that limit?
When travel insurance steps in
Airlines do their best, but their compensation is often limited and can take time to process. That’s where travel insurance becomes your secret weapon.
Having the right cover in place means you’re not relying solely on airline policies or left footing the bill yourself. It’s not just about replacing lost items. It’s about minimising disruption, reducing stress, and getting support when you need it most.
Delayed baggage cover
Sometimes, your suitcase is just fashionably late. But if it hasn’t arrived within a set period – typically 12 to 24 hours, depending on your InsureandGo policy – you’ll be able to make a claim for emergency essentials.
We’ll help cover the cost of:
- Toiletries
- A change of clothes
- Phone chargers or other must-haves
- Basic items to keep you going until your bag turns up
This cover is especially useful if your first night involves moving on to another destination. You’ll have what you need without scrambling to shop in a rush, or spending money you hadn’t budgeted.
Lost luggage cover
If your bag doesn’t show up at all and is officially declared lost after 21 days, your InsureandGo policy can help cover the cost of replacing the items you packed.
Depending on your policy level, you’ll be covered for:
- Clothes and shoes
- Travel gear, souvenirs, and gifts
- Eligible valuables (within policy limits)
- Extras if you’ve selected optional add-ons
That’s where travel insurance makes a big difference.
How to make a claim (with InsureandGo or your airline)
Once you’ve reported your missing bag at the airport and filled out your Property Irregularity Report (PIR), it’s time to think about what happens next.
Claiming through your airline
If your bag was delayed and you had to buy essentials like toiletries or clothes, your airline may reimburse you, but you’ll need to act fast:
- Submit your claim within 21 days of your flight
- Include receipts, flight details, and your PIR reference
- Some airlines offer fixed allowances; others review each case individually
For damaged luggage, the deadline is even tighter, typically within 7 days of arrival. Take photos of the damage as soon as you notice it.
Check your airline’s website for their claims process. Most have online forms or customer service portals for submitting documents.
Claiming through InsureandGo
If your policy includes delayed baggage or lost luggage cover, you can also make a claim through us.
- Visit our claims portal and submit your details online
- Upload supporting documents directly (no postage or printing needed)
- Our UK-based team is here to help if you’re not sure where to start – just give us a call
What about damaged luggage?
If your bag arrives looking a bit worse for wear – split zips, smashed wheels, or cracked cases – don’t leave the airport just yet.
Here’s what to do:
- Report the damage immediately at the airline’s baggage claim desk.
- Complete a PIR for damaged luggage, and ask for a copy.
- Take photos of the damage.
- Keep your boarding pass, baggage receipt, and any broken parts (if relevant).
To claim compensation for damaged luggage, you typically need to contact the airline within seven days of your flight. Travel insurance can also cover damage, depending on your policy.
It’s a delay, not a disaster
No one wants to start their holiday chasing down lost luggage. But with the right steps and the right travel insurance, it’s a problem you can recover from quickly.
Our recommendation? Pack smart, stay calm, and get covered before you go. That way, if your bag doesn’t arrive, you can still enjoy a stress-free holiday.