If your baggage has been lost, delayed or damaged during your flight, you must contact the airline company or its handling agent at the airport and fill in a PIR (Property Irregularity Report).
Keep a copy of the PIR as documentation that you have reported the problem in a timely manner.
You should also contact your insurance company as it may cover your expenses if you have a travel insurance policy.
The following section relates to baggage issues that arise on the outward leg of your journey.
Your baggage is delayed
You have the right to buy basic items such as a toothbrush and underwear. Whether you are entitled to buy other items depends on your destination and how much your baggage is delayed. Avoid buying too expensive items as your costs may not be fully covered.
As soon as possible, and not later than 21 days after receiving your baggage, you must send a written complaint to the airline company demanding a refund of your expenses.
Your baggage has been lost
You are entitled to damages if your baggage has not turned up within 21 days, or if the airline company informs you that it has been lost. You must send a written complaint to the airline company demanding damages.
If your baggage has not turned up within 21 days, it is deemed to have been lost – even if it turns up at a later date.
Your baggage has been damaged
You are entitled to a refund of costs for repairs if your baggage was damaged while the airline company handled it. If the suitcase and its contents are well-used, the damages may be reduced.
Within seven days after having received the baggage, you must send a written complaint to the airline company demanding damages.
Maximum limit on damages
If you need to make replacement purchases, you should keep your costs down as the maximum limit on damages is around 10,000 DKK per person, irrespective of whether your baggage has been lost, delayed or damaged.
Our assistance is free of charge
If it is not possible to reach a solution with the airline company regarding your lost, damaged or delayed baggage, you can complain to European Consumer Centre Denmark.
- Place fragile and valuable items in your hand luggage as they are seldom fully covered
- Ask for a PIR
- Do not make expensive replacement purchases
- Make sure to keep the receipts for all your expenses
- Check whether your insurance policy covers this situation