In the unlikely event that your baggage is missing, damaged or delayed, you can file a report upon arrival at your destination.
- Visit the “Baggage Claim” or “Lost Luggage” desk in the transit area, where we can help you fill out a Property Irregularity Report (PIR) straight away
- If no report is filed at the destination airport, we can't accept responsibility
- If the baggage is not found within 21 days of reporting it at the destination airport, Lumiwings will be liable for loss
- We cannot be liable for baggage misidentified by another passenger – all cost will have to be covered by the passenger involved
Damaged baggage & items
If your baggage is damaged, you must, upon arrival at the destination airport and before leaving the Baggage Claims area, report it to the Lumiwings Baggage Services Office, having with you:
- The damaged baggage
- The baggage tag
- Your ID card or Passport
- Your boarding pass
In case the damage cannot be immediately ascertained, please contact us, right after discovering it, and at the latest, within seven (7) days upon arrival at the destination airport, having attached:
- A photo of the damaged bag
- The baggage tag
- Any other information/proof you consider as useful for the best assessment of your case
Please note that, in this case, appropriate evidence must be made available that the damage occurred whilst under the care of Lumiwings. Otherwise, for any damage declared after the passenger has left the Baggage Claims area, the company shall not be held responsible.
We are committed to repairing your damaged bag. Nevertheless, if it cannot be repaired, we will offer you a suitable replacement, calculated based on the estimated value of your bag. If the receipt of purchase is available, it will assist us in best assessing your claim. In the opposite case, Lumiwings, with the assistance of our cooperating Bag retailer companies, will do the best feasible evaluation of your replacement bag.
Kindly note that it is always possible to obtain insurance coverage through your Insurance Company before you travel.
Restriction & exceptions:
Normal wear-and-tear increases over the useful life of any property.
Lumiwings assume no liability for normal wear and tear including scratches, dents, including zipper drivers, or the damage and loss of items attached to the bag (e.g. sleeping bags or mats, external locks).
We trust you understand that we shall not be liable for this type of damage including but not limited to:
- Manufacturing defects
- Damage due to over packing or unsuitable packing
- Damage caused as a result of accidents/mistakes of passengers
- Lost, broken or damaged feet/wheels
- Lost, broken or damaged handles/retractable handles or straps
- Items of a fragile or perishable nature
- Musical instruments and any other special baggage which was accepted for carriage by Lumiwings, under restricted liability.
Unchecked baggage & items
Lumiwings have no liability for any damaged, forgotten or lost personal items from passengers’ carry on. If you have forgotten an item on board, please inform the Baggage Services Office at the Baggage Claims area. If found, you can either personally pick it up or authorize someone to pick it up for you. Found items are stored for one (1) month.
Lumiwings Airlines is committed to doing everything we can to return it to you as soon as possible.
Certain unpredictable events, such as, adverse weather conditions, technical issues with baggage handling or a baggage tag being torn off could possibly lead to items of baggage being damaged or not arriving at the destination airport, at the same time as the traveller.
Read below some useful information you need to know:
a. If your baggage has been delayed
If you are unable to allocate your luggage upon arrival at your destination, please check your mobile notifications. If you declared your phone number during ticket reservation, you should have already received an automated message from us.
You do not have to head to the baggage services office to declare that your luggage is not delivered. We are already aware and please rest assured that our baggage services team is already doing its best to return your baggage to you as soon as possible.
You just have to fill in the baggage claim form (baggage description and contact details) and leave the rest on us.
We will regularly keep you notified on the progress of your case.
In the event that you did not receive a notification at your mobile phone, as above described, please go to the Lumiwings Office before leaving the Baggage Claims area.
*We recommend that you update your reservation with your phone number or e-mail address in order to receive all of our notifications, even if the reservation has been made by a 3rd party.
Our Colleagues will register your baggage details into a worldwide baggage tracing system (Worldtracer) and you will be provided with a File ID (e.g. ATHA312345). Please keep this file ID for your future reference concerning your delayed luggage.
Our Colleagues will keep you notified on the progress of your case, either via message notifications or via phone and/or email.
b. Reimbursement for first need expenses
We may reimburse you for reasonable first needs expenses, based on receipts, such as toiletries, underwear and if necessary, a change of clothing, if your baggage is delayed beyond 24 hours and you are not located at your permanent residence.
The compensation’s amount is not predefined, but it is assessed based on the first needs expenses occurred for every day without your baggage.
Indicatively, it may be up to 30 EUR/day for Economy Class passengers, while for Business Class passengers the compensation’s amount may be up to 50 EUR/day.
Please contact us within 21 days upon your luggage receipt, having the following:
- Expenses receipts of purchase
- Your ID File (e.g. ATHA312345)
- Flight information and passengers' names
c. If your baggage is still not located after five (5) days
In the unlike event that we have not managed to allocate your baggage within five days upon your arrival at your destination, our Central Baggage Tracing team will take over your case.
Our Central Baggage Tracing Team will reach out to you and you will be asked to fill in a form with your luggage contents, as precisely and in detail as possible.
Once we have the form filled in by you, we will perform a further research based on it. Therefore, we count on your kind cooperation that, as accurate and detailed you are in your descriptions, the more you assist us in allocating your luggage the soonest.
d. If your baggage is not located within forty-five (45) days
In the very unlike event, that we have not been able to allocate your baggage within forty-five (45) days, the settlement procedure will be initiated.
Liability for the Transport of Baggage
The liability for damage, destruction, loss or partial loss and for late delivery of baggage (including wheelchairs, mobility aid, musical instruments and sports equipment) is limited to cumulative 1.131.
Special Drawing Rights (SDR), per journey and traveler. The SDR is the accounting unit of the International Monetary Fund (IMF); 1.131 SDR currently corresponds to about € 1.390. Please note that this amount is subject to currency fluctuation and may vary.
Liability for loss, delay, or damage of the baggage is limited unless a higher value is declared in advance and additional charges are paid.
In case of damaged content, Carrier bares no liability. In the case of unchecked baggage, the Carrier is liable only if at fault.
Lumiwings is not liable for the loss/damage/delay of valuables, liquids, fragile items or items such as money, credit cards, cheques, jewellery, glasses, silverware, precious metals, legal/negotiable papers, securities, pens or branded pens, photographic or electronic equipment, computers, laptop, cameras, cellular phones, business documents, samples and commercial goods, cash, keys, sunglasses, eyeglasses, paintings, antiques, artifacts, manuscripts, medicals and medicines, zamzam water, irreplaceable books or publications, identification documents and in general any valuables which are included in the passenger’s checked baggage, with or without the knowledge of the carrier involved.