Lost or damaged luggage at Düsseldorf Airport: how to act correctly
Published on
Looking for parking at Düsseldorf Airport? Compare provider prices and book online right away.
The baggage belt is running, the other travellers are picking up their suitcases – only yours doesn’t appear. Or it does, but with a broken handle and a torn corner. Lost or damaged luggage is one of the most annoying moments of any trip. At Düsseldorf Airport, as at any other airport, the rule is: if you act correctly now, you have a good chance of getting your luggage back quickly or being fairly compensated. In this guide we explain what you should do straight away, which deadlines apply, which costs the airline covers and how to protect yourself in future.
Key facts at a glance
- Report missing or damaged luggage at the baggage tracing desk while still in the baggage reclaim area, and take the damage report (PIR) with its reference number.
- Deadlines under the Montreal Convention: notify the airline in writing of damage within 7 days and of delay within 21 days.
- Necessary replacement purchases are reimbursed within reason – keep your receipts.
- Car keys and documents always belong in your hand luggage.
Act immediately: report it in the baggage area
The most important principle is: don’t leave the baggage reclaim area before you have reported the problem. In the arrivals area there is a baggage tracing desk (often called “Lost & Found” or “Baggage Service”) that works on behalf of the airlines. Staff there take down a damage report – known internationally as a Property Irregularity Report (PIR).
For this you need:
- your boarding pass and the baggage tag stub you received at check-in
- your ID
- a precise description of the suitcase: colour, brand, size, material, distinctive features
- an address and phone number where you can be reached
Ask for a copy of the report with its reference number. With this number you can track the status online or by phone. To be safe, also take a photo of the report with your phone.
Delayed luggage: the most common case
In most cases luggage is not really lost but simply misrouted – for example, it ended up on a different aircraft when changing planes. It often turns up within a few days and the airline delivers it to your home or hotel. So when reporting, give an address where you will actually be over the next few days.
In the meantime you may buy essentials – such as a change of clothes, a toothbrush and toiletries. The airline reimburses these replacement purchases within reason. Be sure to keep all receipts and keep your purchases sensible: a whole new wardrobe is usually not reimbursed.
Damaged luggage
If your suitcase is damaged – broken wheels, a torn-off handle, tears, wet contents – also report it immediately at the baggage tracing desk. Photograph the damage from several angles before you change anything. Damaged contents should also be documented.
If you only notice damage at home, for example broken items inside the suitcase, notify the airline in writing as quickly as possible. The deadline is short (see below).
The most important deadlines
For international flights, the Montreal Convention applies, which governs airlines’ liability for luggage. It results in the following deadlines:
- Damage: written notice to the airline within 7 days of receiving the luggage
- Delay: written notice within 21 days of receiving the luggage
- Loss: luggage that has not turned up after 21 days is considered lost
The damage report at the airport is an important first step. In addition, submit a written claim directly to the airline, with the reference number, receipts and photos. That way you are on the safe side.
How much does the airline pay?
Under the Montreal Convention, the airline’s liability is limited to a maximum amount per passenger, which is set in Special Drawing Rights and adjusted regularly. As a rule, the current value is reimbursed, not the price of a new item. For particularly valuable items you can make a declaration of value at check-in – often for a fee. Jewellery, electronics and cash belong in your hand luggage.
What if the airline won’t pay?
If the airline rejects your claim or doesn’t respond, you can turn to the German conciliation body for public transport (söp), provided the airline takes part. Travel luggage insurance or your home contents insurance may also step in, depending on your policy. Also check whether your credit card includes luggage insurance.
Prevention: how to protect your luggage
- Name tag outside and inside: a note with your name, address and phone number inside the suitcase helps if the outer tag is torn off.
- Distinctive marking: a coloured strap or sticker makes your suitcase unmistakable.
- Photo of the suitcase and contents: take photos before your trip – this makes describing and proving them easier.
- Tracker: many travellers put a Bluetooth tracker in their suitcase. Check whether your airline has any rules on this.
- Essentials in your hand luggage: medicines, documents, keys, electronics, jewellery and a change of clothes.
- Remove old labels: old barcodes can confuse the sorting system.
- Generous connection time: with tight connections, the suitcase sometimes doesn’t make it onto the next aircraft.
Template wording for your claim
A written claim to the airline doesn’t have to be complicated. In your email or the airline’s online form, state: your name, flight number and date, booking reference, the reference number of the damage report from the airport, a short description of the damage or delay, the list of replacement purchases with amounts, and your bank details. Attach photos and receipts and set a reasonable deadline for a reply, for example two weeks. Keep a copy of the message and the confirmation of receipt.
Never put your car key in your suitcase
One point that is particularly important for drivers: your car key belongs in your hand luggage – or, with valet parking, you hand it over at the meeting point anyway. If the key is in the lost suitcase, you can’t get to your car after landing. The same applies to house keys and the booking confirmation for your parking.
After reporting: back to your car
Depending on how busy it is, reporting the problem can take a while. If you have booked shuttle parking, let the provider know briefly that you will reach the pick-up point later. The same applies to valet parking: a quick call is enough and the driver will plan accordingly. The phone number is in your booking confirmation. How the return works is explained in the guide Returning: collecting your car at Düsseldorf Airport.
Left something in the car or with the provider? There is an answer to that in our FAQ too.
Package holidays: the tour operator helps too
If you are on a package holiday and your luggage doesn’t arrive at your destination, inform not only the baggage tracing desk but also the tour guide or tour operator. If your luggage is missing for several days, this can constitute a travel defect for which you can claim a reduction in the price of the trip. It is important to report the defect during the trip and document everything.
Items lost at the airport
It’s not only suitcases that go missing: phones, jackets or glasses are often left behind at security, on the aircraft or in the terminal. The airline is responsible for items left on the aircraft. For items found in the terminal, the airport runs a lost property office. You can find the current contact details on dus.com. The sooner you get in touch, the better your chances.
Relaxed outward journey, relaxed return
A lost suitcase is annoying enough – at least the journey home should then go smoothly. With a parking space booked in advance, you know exactly where your car is and how to get there. At Friend-Park you compare the providers at Düsseldorf Airport with their final price including service fee: Find parking at Düsseldorf Airport. With lots of luggage, valet parking at Düsseldorf Airport is particularly convenient.
Checklist: luggage missing or damaged
- Don’t leave the baggage area; go straight to baggage tracing
- Get a damage report (PIR) with a reference number
- Photograph the damage
- Keep receipts for replacement purchases
- Observe the deadlines: 7 days for damage, 21 days for delay
- Written claim to the airline
- Inform the parking provider if it takes longer
Conclusion: report quickly, document everything
Lost or damaged luggage is usually not a total loss. If you report the problem immediately at Düsseldorf Airport, document everything and meet the deadlines, you have a good chance of quick help and reimbursement. More answers about problems while travelling are in our FAQ on problems. All parking options at a glance are on the page Parking at Düsseldorf Airport.
