What should I do if my luggage is delayed in delivery?

We want to help you with your baggage. Our policy is to move all delayed items within 24 hours and help you solve your baggage problem in the shortest possible time, except in circumstances beyond the airport's control such as: lack of flight frequency, high season, bad weather, among other factors.

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    1. Remember that in order to make your claim for delayed baggage, we require:
      • Original lable
      • Original ticket
      • Travel document
    2. With our luggage tracker you can find out the location yourself in case of delay or loss. 
    3. Notify our offices before leaving the airport, by completing the Baggage Irregularity Report (PIR) form. If you have already left the airport you can report it in person at the baggage office of the airport concerned, at our baggage contact centre , or at the baggage office of the airport, you can do it online here: 

      Spanish form

      English form

      Portuguese form 

    4. You have a maximum of 21 days from the date your flight ended to make a claim for delayed baggage.
    5. If your hold luggage has not arrived the same day of the flight and you do not reside in the city of the airport of your destination, you will be entitled to the delivery of a kit containing basic necessities as compensation for the delay of your luggage.
       

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