Michael Turner
Immediate action: Report the problem at the carrier’s baggage desk before leaving the airport and obtain a written Property Irregularity Report (PIR) or reference number. Photograph damaged items and the baggage tag, keep boarding pass and passport copies, and secure receipts for any emergency purchases (clothing, toiletries, essentials) made while without the bag.
Documentation and deadlines: Submit a written claim to the carrier with the PIR number, itemized receipts and proof of ownership. Under the Montreal Convention, damage claims must be notified within 7 days of receiving the bag; delay or non-delivery claims require notification within 21 days from the date baggage was placed at the passenger’s disposal or expected delivery date. The time limit for starting legal action is generally 2 years from arrival or the date the flight should have arrived.
Liability limits and currency: International liability for checked baggage is limited to 1,288 Special Drawing Rights (SDR) per passenger under the Montreal Convention; convert SDR to local currency using the IMF rate effective on the payment date. Domestic contracts of carriage may state different caps–review the carrier’s published liability and any ticket terms. Supplemental coverage from travel insurance or certain credit cards can exceed carrier limits; submit parallel claims to those providers using the same documentation.
Practical claim strategy: 1) Lodge the PIR immediately; 2) file the carrier’s written claim form within the stated deadlines; 3) attach photos, receipts, original tags and proof of purchase or replacement costs; 4) follow up in writing, request a written decision, and escalate to the national enforcement body (for example, the U.S. DOT or local civil aviation authority) if the carrier’s response is unsatisfactory. Preserve all correspondence and copies of submissions throughout the process.
How to file a Property Irregularity Report (PIR) and immediate steps at the airport
Report a missing bag at the nearest baggage service desk and obtain a Property Irregularity Report (PIR) reference before leaving arrivals.
Immediate actions at the desk
- Present passport/ID, boarding pass and baggage tags (check-in receipts). If tags are missing, show photos or reservation confirmation.
- Describe the item(s) using make, colour, size, distinguishing marks and any serial numbers; provide an estimated value for high-value articles.
- Request a printed PIR with a unique reference number, staff contact name, phone and email; confirm the follow-up channel (phone, email or online portal).
- Photograph the claim form, baggage tag(s) and any visible damage to suitcases or contents; keep digital and paper copies of all documents.
- Ask about interim provisions: voucher for essentials, toiletries or a toiletries kit, and how to submit receipts for reimbursement.
Information to include in the PIR and evidence to collect
- Flight number, date/time of arrival, connecting flights (if any) and last known bag-handling location.
- Itemised list of missing/damaged contents with approximate purchase dates and values; include serial numbers for electronics.
- Proof of ownership: purchase receipts, photos of items prior to travel, warranty cards, manuals or IMEI numbers.
- Receipts for any emergency purchases made at destination (clothing, toiletries, medication) – keep originals for a claim.
- Follow-up tracking: note the carrier’s reference and the online tracking URL; save timestamps of all phone calls and names of representatives contacted.
Deadlines: file a written claim within seven days for damaged items from the date the bag was returned, and within 21 days for delayed pieces from the date the bag was made available; many international conventions treat a bag as lost after 21 days if not returned. Retain all original documentation until the case is closed.
Practical tips: keep boarding passes and checked-bag receipts in a separate travel folder, photograph high-value items before departure, register serial numbers with manufacturers, and use visible, unique identifiers on checked bags. For fast replacement of small clothing or hygiene items, consider purchasing compact appliances if extended stays are anticipated – see best front loading washing machine with sterilise cycle for an example of a sanitising option.
How carriers calculate compensation under the Montreal Convention and Warsaw rules
File a written claim promptly and provide original receipts, serial numbers, repair estimates and the Property Irregularity Report (PIR); valuation follows fixed limits expressed in Special Drawing Rights (SDRs): checked baggage compensation under the Montreal Convention is capped at 1,288 SDRs per passenger and legal actions must be commenced within two years.
Conversion: the 1,288 SDR cap is converted into local currency using the IMF-published SDR exchange rate applied by the carrier or court at settlement; carriers commonly state the conversion date on settlement offers – request the exact rate/date in writing to verify calculations.
Declared value: a higher limit can be established by making a written special declaration at check-in and paying the supplementary charge under Article 22(5) of the Montreal Convention; absent such declaration, statutory cap applies regardless of documented purchase price for items exceeding the cap.
Damage vs delay vs loss timing rules: damaged items require a written complaint within 7 days of receipt; delay claims require written notice within 21 days from the date baggage was placed at passenger disposal; failure to meet these short deadlines can reduce or eliminate recovery rights under the Convention.
Content valuation and exclusions: carriers typically reimburse proven actual value of contents (purchase receipts, photos, serial numbers); depreciation for wear and tear may be applied, and high-value items (jewellery, cameras, business equipment) are often excluded from standard liability unless specifically declared and insured.
Warsaw regime: older Warsaw Convention limits are stated in gold francs or legacy units and generally produce lower payouts than Montreal; many international routes now operate under Montreal, but where Warsaw (or its protocols) still applies, expect lower statutory caps and more restrictive defenses for carriers.
Calculation example (simplified): settlement = lesser of (documented proven loss, statutory cap in SDRs converted to currency, declared value if any) adjusted for any salvage recovered and subject to carrier deductions for contributory negligence if proven; retain all receipts and written communications for audit of this computation.
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What receipts and documentation to submit for reimbursement of urgent purchases
Submit original, itemized receipts or high-resolution scans showing vendor name, full date, individual item descriptions, unit prices and total paid; include proof of payment (card slip, bank statement or cash receipt) for every transaction.
Required receipt details
Vendor name and contact info; purchase date and time; itemized list with quantities and per-item prices; payment method and last four digits of card or “cash” notation; transaction or invoice number. Receipts lacking itemization are often declined.
For medications: pharmacy label, prescription or clinician note, medication name, dosage, and quantity dispensed. For clothing or electronics: product model or SKU on the receipt and any warranty papers or serial numbers where available.
How to prepare and submit files
Scan at 300 dpi in color; preferred formats: PDF or JPEG. Combine related receipts into a single PDF per claim when possible. File-naming example: LastName_FlightDate_Vendor.pdf (e.g., SMITH_20250415_WALMART.pdf).
If receipts are in a foreign currency, include a conversion table showing the exchange rate source and date (ECB, OANDA or national bank), the rate used, and the converted amount next to each item; attach a screenshot of the rate source. Show math: 1.2345 × local amount = claim currency amount.
When originals are unavailable, submit high-quality photos of receipts plus an explanatory statement and at least one corroborating document (bank/credit-card statement showing the charge). Photocopies without payment proof are frequently rejected.
Include travel evidence: boarding pass image, e-ticket/itinerary and baggage tag copy to link purchases to the trip. Add the official reference number issued by the operator or airport if available.
Keep originals until the claim is closed and allow 30–90 days for processing; many operators expect submission within 21–30 days of the date the delay or missing-baggage report was issued, so gather documentation immediately after purchases.
Time limits and escalation: deadlines for claims, complaints, and small claims court
Submit a written claim to the carrier within 7 days for damaged checked baggage and within 21 days for delayed items; civil proceedings under the Montreal Convention must be started within two years from the scheduled arrival date.
Immediate deadlines and filing strategy
Damage complaints: written notice required within 7 days from receipt of checked items. Delay complaints: written claim normally required within 21 days from the date the delayed item was placed at disposal. Statute of limitations for litigation under international treaties is two years from arrival or from the date on which the aircraft ought to have arrived. Domestic contracts of carriage may impose shorter claim windows–inspect the ticket contract and file earlier when a shorter period appears.
Timing for responses: expect an initial carrier acknowledgment within 14–30 days; if no substantive reply within 30 days, send a formal follow-up by certified mail and set a 30–60 day deadline for final resolution before escalation.
Escalation path: administrative remedies, ADR, regulators, and court
1) Internal escalation: escalate to the carrier’s formal claims or customer relations department after the initial response window. Submit a concise chronology, reference numbers, and copies of all documentation. 2) Alternative dispute resolution (ADR): many carriers participate in ADR schemes or ombuds services; check scheme rules for time limits (commonly 6–12 months from the carrier’s final position). 3) National authorities: for flights governed by regional rules, file a complaint with the civil aviation authority or consumer protection agency; processing times vary by country. 4) Small claims / civil court: if ADR/regulator routes fail or are unavailable, prepare to litigate–jurisdiction is typically where the carrier is domiciled, where the contract was made, or where the claimant resides (verify local civil procedure).
Small claims practicalities: confirm the monetary limit for small claims in the relevant jurisdiction (examples: England & Wales up to £10,000 for most cases; US state limits commonly range from $5,000 to $25,000). File in small claims where the amount falls below the threshold; for higher amounts use general civil court. Serve the carrier according to local rules and include a focused evidence bundle: PIR/ticket reference, baggage tags, boarding pass, correspondence, photographs, and receipts or valuations. Typical timelines: filing to hearing usually 6–12 weeks (varies by court); enforceability of a judgment may require additional enforcement steps such as garnishment or registration in another jurisdiction.
Preserve all original documentation and courier/tracking proofs for at least two years. Use registered or certified delivery for critical submissions and record all dates of mailing and contact. When in doubt about jurisdictional deadlines, seek local legal advice immediately to avoid forfeiture of rights.
