Lost or Damaged Luggage at Airport: How to Claim Compensation & File PIR Form 2026
1. Never Exit Customs Area: If your luggage does not arrive on the conveyor belt or arrives severely damaged, do not exit past customs doors. Once you exit the arrivals hall, airlines can legally deny all compensation claims.
2. File PIR (Property Irregularity Report): Locate the airline's 'Lost & Found / Baggage Services' counter inside the baggage reclaim area and immediately file an official PIR form. Keep the PIR reference number (e.g., DHALO12345) and your original baggage claim tag.
3. Montreal Convention Rights: Under the international Montreal Convention 1999, passengers are entitled to compensation up to 1,288 SDR (Special Drawing Rights, approx. $1,700 USD) for lost or destroyed baggage, plus emergency interim cash relief for transit clothing purchases.
Arriving at Hazrat Shahjalal International Airport (Dhaka) or an overseas destination only to discover that your suitcase is missing from the conveyor belt—or has arrived with broken wheels, ripped zippers, and missing items—is one of the most frustrating experiences for international travelers. Many passengers leave the airport in distress without taking proper legal steps, forfeiting their rights to compensation. This authoritative guide explains the step-by-step procedures under global aviation law to claim full compensation and recover delayed baggage.
1. Three Immediate Actions When Luggage Fails to Arrive on the Belt
If the baggage carousel stops spinning and your bag is missing, follow these three mandatory steps before leaving the terminal:
Sometimes carton boxes or oversized bags are routed to the 'Oversized Baggage' belt or adjacent carousels. Check all surrounding areas first.
Present your Boarding Pass and the sticky Baggage Claim Tag attached to your passport to the handling agent for immediate WorldTracer system lookup.
Fill out the Property Irregularity Report with suitcase color, brand, dimensions, delivery address, and Bangladeshi mobile number.
2. Damaged or Broken Luggage: Immediate Assessment & On-the-Spot Compensation
If your luggage arrives with cracked hardshell casing, broken wheels, torn handles, or opened locks, do not leave the belt area:
Show the damage immediately to airline staff at the Lost & Found desk. The airline will take photographs and offer one of three remedies: (a) Provide an immediate brand-new replacement suitcase from airport stock, (b) Authorize local repair reimbursement, or (c) Issue a cash damage settlement voucher.
3. The Montreal Convention 1999: International Compensation Rights
International air passenger rights are governed by the Montreal Convention 1999 ratified by over 130 nations, including Bangladesh:
- Maximum Liability Limit: Up to 1,288 SDR (approx. $1,700 USD / ~200,000 BDT) per passenger for proven baggage loss.
- Official Loss Timeline: Baggage not delivered within 21 calendar days is legally declared permanently lost.
- Mandatory Written Claim Deadlines: For damaged luggage, written claims must be submitted within 7 days. For delayed/lost luggage, claims must be filed within 21 days of receipt.
4. Delayed Baggage Interim Relief Cash for Essential Purchases
When luggage is delayed while traveling away from home (e.g., during overseas transit in Dubai, Doha, or London), passengers have the right to purchase essential clothing, toiletries, and medications:
Most premier carriers provide an upfront cash allowance (typically $50 to $100 USD per day) or reimburse itemized purchase receipts upon presentation. Always retain all physical cash memos and receipts for reimbursement submission.
5. Official Airline Claim Timeline & Documentation Checklist
Ensure your claim dossier contains all necessary legal proof:
📋 The 5-Point Golden Lost Baggage Claim Checklist
- ✅ Never leave the baggage carousel area before obtaining an official PIR document and reference number.
- ✅ Retain your original boarding pass and barcode baggage claim sticker.
- ✅ Photograph any damage, broken zippers, or cracked shells before leaving the counter.
- ✅ Keep original receipts for emergency clothing or essential item purchases.
- ✅ Submit formal written compensation claims within the statutory 7-day (damaged) or 21-day (delayed) legal deadlines.
❓ Frequently Asked Questions (FAQ)
1. What should I do if I notice luggage damage after leaving the airport? ▼
Submit a formal online damage claim on the airline's website within 7 days of arrival, including flight tickets, baggage tags, and clear photographs of the damage. However, claims filed at the airport before exiting carry significantly higher approval rates.
2. What is a PIR (Property Irregularity Report) number? ▼
A PIR is an official 10-character global tracking code (e.g., DHALO12345) generated in the SITA WorldTracer airline database that allows passengers to track real-time luggage location online.
3. Does the airline deliver delayed luggage to my home address? ▼
Yes. Once found, airlines are legally obligated to courier delayed luggage directly to the passenger's residential address or hotel free of charge.
4. When is a missing bag officially declared permanently lost? ▼
Under the Montreal Convention, if a bag is not located and delivered within 21 consecutive days from the flight date, it is classified as permanently lost.
5. How much maximum compensation can I receive for lost luggage? ▼
The Montreal Convention establishes a maximum liability limit of approximately 1,288 SDR (roughly $1,700 USD / ~200,000 BDT) per passenger.
6. Are valuable items like jewelry or cash compensated if packed in luggage? ▼
No. Airline terms of carriage explicitly exclude cash, gold, jewelry, negotiable securities, and fragile electronics packed inside checked baggage from loss compensation. Always carry valuables in hand luggage.
7. What should I do if items are stolen from inside my luggage? ▼
File an immediate theft report at the airport Magistrate Court / APBn police desk and file a formal pilferage claim with the airline before leaving the terminal.
8. How do I track my PIR report online? ▼
Visit the airline's official 'Baggage Tracing' web portal or the global SITA WorldTracer website and enter your 10-character PIR reference number and surname.
9. Does travel insurance provide compensation beyond airline limits? ▼
Yes. Comprehensive international travel insurance policies cover baggage delays, loss, and valuable item contents up to higher declared policy limits.
10. Can I claim compensation for flight transit delays causing missed luggage? ▼
Yes. If a tight connecting flight delay causes luggage to miss the connection, the final delivering carrier is legally responsible for delivering the bags and compensating delay expenses.