Our holiday was ruined by several issues with our luggage. When we arrived at our destination, they said our bags were delayed, and when the items eventually arrived, the cases were all scuffed and bashed and one was missing. What can I do about this?

When hold luggage is lost, damaged, or delayed, you are entitled to make a claim against the airline responsible.

If your journey consisted of travelling with two or more airlines it will usually be the last airline you travelled with that you take your claim to, however you could make a claim to any of them.

Claims (Including Insurance)

There is a maximum amount of £1,000 for any claim you make to the airline, although it is rare that an airline would ever pay this amount. If you have travel insurance or a home contents policy that covers luggage and contents, then it might be easier to make a claim this way, and they may pay more than the airline.

It is important to remember that you may have to pay an excess for any claim that you make on an insurance policy.

Luggage Delays

If your luggage was delayed, then you can make a claim to the airline for the cost of buying essentials such as underwear or toiletries. You would usually only make this type of claim if the issue happened on the outward journey.

If you bag is delayed on your return home, then you will likely have access to other essentials and not need to buy as much.

Delayed or missing luggage claims can be made up to twenty-one days after the luggage has been returned.

Damaged Luggage

If your luggage is lost or damaged after being checked in with the airline, then you may be entitled to make a claim against them. It is important to note that airlines will consider the age of any items and are unlikely to cover the cost of replacing an old item with a new one.

You will usually be unable to make a claim for any fragile or valuable items that were in your checked luggage or if your luggage was faulty.

Lost or Stolen Items / Luggage

Lost or stolen items, or damaged baggage claims should be made within seven days of your luggage being returned. Your first step in making a claim is to report the issue at the airport and complete a Property Irregularity Report with them.

If you have not done this already, then you should contact the airline as soon as possible and ask them to confirm in writing that this has been actioned.

When it comes to making a claim against the airline, this should be done in writing, although it is always best to ask the airline what their official process is.

It is likely that you will have to provide details of the flight, such as flight number, dates, departure point and destination; proof that you reported the problem to the airline; receipts for anything you had to buy or that has been lost or damaged, sending a copy and keeping the originals; and photos of any damaged items. have a dedicated page for holiday and travel issues this summer period. For more information, visit You can also contact them over the telephone on 0808 164 6000 (Monday to Friday, 9am-5pm).