About delayed or lost baggage
If your baggage is lost upon arrival, you might have the right to be reimbursed any expenses you might have had or even compensation, if you do not receive your baggage within 21 days.
If your baggage is delayed upon arrival or if you never receive it, you might have the right to have any reasonable expenses to the purchase of clothing, medication and toiletries. You do not have the right to claim expenses for pain and suffering. If your baggage does not show up after 21 days after arrival, you baggage is considered lost and you have the right to claim compensation.
It is important that you contact your airline or the ground handling company responsible for your airlines luggage and cargo, and that you are receiving a PIR-report (Property Irregularity Report). This is you proof that your baggage is delayed and must be used when filing your claim at the airline. The report must be done at the airport as soon as you discover the delay or the damage. Remember to also keep all receipts as documentation for any purchases made.
You shall file a complaint to your airline 21 days at the lates after discovery of the lost baggage. Otherwise you can lose your right to have expenses covered as well as compensation.
What damages are covered?
If your baggage is damaged or lost, e.g. in connection with a flight and the damage can be calculated financially, you are entitled to compensation from the air carrier.
The rules on compensation applies to flights with Danish air carriers and other EU air carriers/community carriers regardless of where in the world they fly. You must therefore contact your air carrier regarding compensation for the damage.
Compensation rules also applies to flights with non-EU air carriers/non-community carriers on the following routes:
- Domestic routes in Denmark, Greenland and between Denmark and Greenland
- Between Denmark/Greenland and countries that have ratified the Montreal Convention (international)
- Between Denmark/Greenland and countries that have ratified neither the Montreal Convention nor the Warsaw Convention (international)
In connection with the abovementioned international flights, passengers are not rest assured of any advance payment as payment depends on the national regulations that apply to the air carrier in question. The Danish Civil Aviation and Railway Authority offers more information on which countries have ratified the relevant conventions.
Flights that are not covered by all rules
Some of the rules on compensation do not apply to the following flight(s):
- Flights with non-EU air carriers/non-community carriers between Denmark and countries that have only ratified the Warsaw Convention (and not the Montreal Convention)
- Flights with air carriers registered on the Faroe Islands
How to file a complaint?
Claims regarding damages can only be lodged with the air carrier.
For damage to checked-in baggage, you must submit the complaint within 7 days while in the event of baggage delays you must claim within 21 days. This applies from the day when the baggage has been or should have been made available to the passenger.
In the event of personal injury, you must send the claim to the air carrier operator as quickly as possible.
Please note that if you are unhappy with the air carrier's decision, you can bring the case before the courts. You can also refer to the European Consumer Centre Denmark (Forbruger Europa) for advice.
Go to the website of European Consumer Centre Denmark [new window]