Lost or damaged luggage at Frankfurt Airport: what to do now
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Frankfurt is one of the largest transfer hubs in the world. Every day, enormous amounts of luggage are sorted, transferred and distributed to connecting flights here. Usually this runs smoothly – but if the connection time is short or a flight arrives late, a suitcase sometimes gets left behind. Damage to wheels, handles or shells also happens. In this guide we explain what you need to do if your luggage doesn’t arrive in Frankfurt or is damaged, which deadlines apply, which costs are reimbursed and how to protect yourself next time.
Key facts at a glance
- Report missing or damaged luggage immediately at the baggage tracing desk in the baggage reclaim area and take the damage report (PIR) with you.
- Deadlines: notify the airline in writing of damage within 7 days and of delay within 21 days of receipt.
- When changing planes in Frankfurt, luggage is left behind more often, but usually follows on the next flight.
- Car keys, medicines and documents always belong in your hand luggage.
Why luggage gets left behind in Frankfurt
The baggage handling system at Frankfurt Airport is a huge network that transports suitcases between the terminals and aircraft. Most problems are not caused by the technology but by tight timings:
- Short connection time: the passenger makes the connection, the suitcase doesn’t.
- Delayed feeder flight: the remaining time is not enough to transfer the luggage.
- Changing terminals: connections between Terminals 1, 2 and 3 lengthen the routes – for luggage too.
- Faulty labels: old barcodes or torn-off tags lead to misrouting.
The good news: in most cases the luggage is not lost, just delayed, and follows on a later flight.
Act immediately: report it in the baggage area
Don’t leave the baggage reclaim area before you have reported the loss or damage. In baggage reclaim there are baggage tracing desks that work on behalf of the airlines. There a Property Irregularity Report (PIR) is created. You need:
- Boarding pass and baggage tag stub
- ID
- Description of the suitcase: colour, brand, size, material, distinctive features
- Delivery address for the next few days and phone number
Ask for a copy with the reference number and photograph it. With the reference number you can track the status online or by phone.
Transfer passengers: where to report?
If you changed planes in Frankfurt and your suitcase is missing at your destination, report the loss where you arrive – not in Frankfurt. If, on the other hand, you arrive in Frankfurt and your suitcase is missing, report it here. The airline that carried you last is usually responsible.
Delayed luggage: replacement purchases
Until your suitcase is delivered, you may buy essentials: a change of clothes, toiletries, chargers. The airline reimburses these purchases within reason. Keep all receipts and keep the spending sensible. Some airlines also hand out a small toiletry kit at the desk.
Damaged luggage
Broken wheels, dented shells, torn-off handles, wet contents: report the damage immediately at the baggage tracing desk and photograph it from several angles. If you only notice damage to the contents at home, notify the airline in writing as soon as possible.
The deadlines
Under the Montreal Convention, the following applies to international flights:
- Damage: written notice within 7 days of receipt
- Delay: written notice within 21 days of receipt
- Loss: after 21 days the luggage is considered lost
In addition to the damage report at the airport, submit a written claim directly to the airline – with the reference number, receipts and photos.
How much does the airline pay?
Liability is limited to a maximum amount per passenger, set in Special Drawing Rights. Usually the current value is reimbursed. For particularly valuable items you can make a declaration of value at check-in. Valuables, electronics, jewellery and cash belong in your hand luggage anyway.
If the airline won’t pay
If your claim is rejected or there is no response, you can involve the German conciliation body for public transport (söp), provided the airline takes part. Also check whether travel luggage insurance, your home contents insurance or your credit card insurance will step in.
Prevention when changing planes in Frankfurt
- Generous connection time: the more time, the more likely your suitcase will make it too.
- Through ticket: with one booking, luggage is checked through to the destination.
- Check the labels: at check-in, make sure the destination airport on the tag is correct.
- Remove old tags.
- Name tag inside and out.
- Tracker in the suitcase: many travellers use Bluetooth trackers to see its location.
- A change of clothes in your hand luggage: one set saves the first few days.
- Photos of the suitcase and contents before the trip.
Car keys belong in your hand luggage
Particularly important for drivers: your car key belongs in your hand luggage. If it is in the lost suitcase, you can’t get to your car after landing. With valet parking you will have handed it over at the handover point anyway. 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, a damage report can take time. Briefly let your parking provider know that you will be later. With shuttle parking the bus won’t wait in vain, and with valet parking at Frankfurt Airport the driver plans the return accordingly. The phone number is in your booking confirmation. More in the guide Returning: collecting your car at Frankfurt Airport.
Lost property in the terminal and on the aircraft
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 contact details on frankfurt-airport.com. If you left something in the shuttle bus or with the parking provider, contact the provider directly – more in the FAQ on forgotten items.
Template wording for your claim
In your written claim, state: name, flight number, date, booking number, reference number of the damage report, description of the damage, list of replacement purchases with amounts and your bank details. Attach photos and receipts and set a deadline of about two weeks. Keep a copy.
Package holidays
If you are on a package holiday, also inform the tour operator or tour guide. If your luggage is missing for several days, this may be a travel defect that justifies a reduction in the price of the trip.
Checklist
- Don’t leave the baggage area, report immediately
- Damage report with reference number
- Keep photos and receipts
- Observe the deadlines: 7 or 21 days
- Written claim to the airline
- Inform the parking provider
Luggage delivered later: what to watch out for
If your suitcase turns up, the airline or a courier service usually delivers it to the address you gave. On receipt, check immediately whether the suitcase and contents are undamaged, and report any damage within the deadline. If something is missing from the suitcase, this counts as damage – the seven-day deadline applies here too. Photograph the suitcase on receipt and keep the delivery note.
Sports equipment and special luggage
Bikes, golf bags, skis or surfboards are often transported separately and sometimes arrive on a dedicated oversize baggage belt. If your special luggage doesn’t appear on the normal belt, first ask at the oversize baggage desk before filing a loss report. Report damage to sports equipment in the same way as for normal luggage. A sturdy transport case and photos before the trip make proof easier.
If luggage is missing at your holiday destination
If you flew from Frankfurt and your suitcase is missing at your destination, report it there at the baggage tracing desk. The same rules apply until it is delivered: necessary replacement purchases with receipts, observe the deadlines, a written claim to the airline. On package holidays, also inform the tour guide. Make sure the delivery address at your destination is correct – hotel name, room number and phone number.
Check your insurance
Before your trip, check whether travel luggage, home contents or credit card insurance covers loss or damage. The conditions vary greatly; often the airline must be claimed against first.
Conclusion: stay calm, report immediately, document
At the Frankfurt hub, luggage sometimes gets left behind when changing planes, but it usually follows quickly. By reporting immediately, documenting well and meeting the deadlines, you will be reimbursed for necessary expenses and damage. To keep the journey home simple anyway, book parking in advance: Find parking at Frankfurt Airport. All options on the page Parking at Frankfurt Airport.
