What should I do if my suitcase is damaged during the trip?

If upon arrival at your final destination you encounter problems with the condition in which you receive your baggage you can report the incident using the channels which we show you below:

Online form:

Fill in the complaint form with your luggage and save time doing it yourself.

Spanish form

English form

Portuguese form 

Luggage offices:

Visit us in person at the baggage office of the airport concerned. 

Contact Centre:

Contact us at our Baggage Contact Centre, use our baggage hotline 01 800 095 8722 or by WhatsApp and we will help you solve the problem you have with your baggage.

Our staff has been equipped and trained to always serve you with excellence so that at all times your experience when flying with us is the best. This includes taking care of your baggage when handling it, however, there are situations inherent to the handling of the items, which may cause damage. To avoid inconveniences with your luggage, please take into account the following information:

  • Avoid exceeding the capacity of your suitcase and forcing the lock, as this may cause damage during handling. Improperly packed items may be received with a limited liability label .

  • Remember to remove any hooks or objects that may become entangled in the conveyor belts.

  • As stated in the conditions of contract attached to your ticket, we remind you that situations related to the natural handling and transport of baggage such as: minor cuts, scratches, scrapes, dents or marks, are exempt from claims

In case of damage
  • We will respond according to the nature of the fault and taking into account the labels previously used at the time of check-in.

  • No claim for damage and/or lootingcan be made more than 7 days after arrival at the final destination or after the baggage has been removed from the airport and/or our facilities.
  • No looting claims apply when you arrive at the airport on another airline.
  • Acceptance of a complaint does not constitute an admission of legal liability on the part of the airline, pending investigation.
  • If you have a claim it will be analysed and compensated, if applicable, according to the regulations according to the route flown and under the established limitations of liability.


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