5) Who should I complain to in case of baggage loss, damage or delay?

The baggage loss, damage or delay are regulated both by the Montreal Convention (28 May 1999) and the Regulation EC 889/02. According to these rules, the carrier liability is limited to 1,000 Special Drawing Rights for each passenger, which are equivalent to about 1200 €.

- What should I do in case of either lost or delayed baggage? 

If you reached you final destination but your baggage hasn’t been delivered, you must look for the “Lost and Found” desk and fill in the related form ( called PIR: property irregularity report). In case of both delay and loss, you are entitled to enforce your rights against the air carrier within 21 days following the date on which the baggage ought to have arrived.

While writing the formal complaint, please remember to attach a copy of the following documents: the PIR, the flight ticket, the baggage tag and all the receipts of incurred expenses as a result of the lost/delayed baggage.  
 

- What should I do in case of damaged baggage?

In case that your baggage has been damaged when delivered, you must reach the air company desk, fill in the related form (PIR) and complain to the air carrier  within 7 days from the day when you received your baggage. While writing the formal complaint, please remember to attach a copy of the following documents: the PIR, the flight ticket, the baggage tag and all the receipts of incurred expenses as a result of the damaged baggage. 
 

- Am I entitled to claim a refund for ruined holiday damage?

No. Carrier liability is limited to material damages (i.e. expenses incurred for accommodation, transport and food)

See our sample letters in order to lodge a formal complaint to the air company