Baggage Problems
Delayed or missing baggage? We're working on it
You can report your bag missing using this form. To avoid any additional delays in tracing your bag, please do not report your missing bag more than once.
If you've already reported your bag as missing and you're waiting for an update there is no need to call the contact centre, you can check the status of your bag here. You can also update your details so we can better identify and return your bag as soon as possible.
We always aim to have bags arrive with our customers. However widespread disruption and resource challenges across European airports are having an impact on delivery – especially when a connecting flight between two different airlines is involved. Most impacted airports include – London (Heathrow), Amsterdam and Paris.
To minimise this impact, we have expanded our teams dealing with baggage in recent weeks and they are working closely with the relevant handling agents and airlines to retrieve bags as efficiently as possible.
We're sorry about the inconvenience this has caused and are working to resolve this as quickly as possible.
Check the status of baggage reported missing
Step 3
You will receive a text message to let you know the delivery time for your bag
Report your delayed or missing baggage
If your bag is delayed or missing, report it online here, or at a self-service kiosk in the arrivals hall. To avoid any additional delays please do not report your missing bag more than once.
What you'll need when making a report?
We will contact you once your baggage has been found to arrange a delivery.
What you'll need when making a report?
- Your booking reference of your flight which you can find on your booking confirmation email.
- Your Baggage Tag Number. This number has two letters and six numbers e.g. EI654321 and you will find it on any receipts given to you when you checked in. If you used an express bag drop kiosk when checking in, you can get your baggage tag number here.
- Your contact details
- A delivery address for your baggage
We will contact you once your baggage has been found to arrange a delivery.
Check your baggage status
You can check the status of a bag that has already been reported as missing by using our baggage tracing service.
You will need your Baggage Tracing Number for any correspondence in tracing and retrieving your missing baggage. You'll receive this by email when you report your baggage missing online or you'll be given it if reported at your final destination airport.
Your Baggage Tracing Number contains five letters and five numbers e.g. DUBEI54321.
It is NOT the same as the Baggage Tag Number displayed on the receipts you were given when you checked in.
Please ensure your name, address, flight information and bag type details are correct. You can change any details here and we'll update your file accordingly.
You will need your Baggage Tracing Number for any correspondence in tracing and retrieving your missing baggage. You'll receive this by email when you report your baggage missing online or you'll be given it if reported at your final destination airport.
Your Baggage Tracing Number contains five letters and five numbers e.g. DUBEI54321.
It is NOT the same as the Baggage Tag Number displayed on the receipts you were given when you checked in.
Please ensure your name, address, flight information and bag type details are correct. You can change any details here and we'll update your file accordingly.
If you haven’t received your baggage after 72 hours (three days), please fill in our delayed baggage questionnaire.
Once completed, please return your questionnaire to central.baggage-tracing@aerlingus.com
The information you provide us with will help us to speed up the search for your baggage.
Your baggage questionnaire must be returned after three days but no later than 21 days of you reporting your baggage as missing.
Once completed, please return your questionnaire to central.baggage-tracing@aerlingus.com
The information you provide us with will help us to speed up the search for your baggage.
Your baggage questionnaire must be returned after three days but no later than 21 days of you reporting your baggage as missing.
If your checked baggage is delayed or missing, you have certain entitlements.
Any compensation due to customers with baggage related claims adheres to our terms and conditions of carriage.
If your baggage is delayed or missing, our liability is limited under The Montreal Convention. If you hold personal travel insurance, we recommend that you contact your travel insurance provider regarding any claims.
If you don't hold any personal travel insurance, you must submit your claim to our Customer Relations department using our Post Travel Enquiry form and please include:
- Your unique Baggage Tracing Number
- Your essential purchases documented in the 'Comments' section of the form
And attach the following as a single PDF (one attachment per form):
- Your baggage tag number
- Any relevant receipts you may hold to support your essential interim expenses claim. Please be advised that all relevant receipts are necessary for auditing purposes when considering all claims.
We will reimburse reasonable essential purchases made during the time you are without your bag, including for example: toiletries and a change of clothing.*
When baggage is delayed, we endeavour to return it to our customers as soon as possible. For most customers this is within 72 hours. However, if you experience a longer delay (up to 21 days) we will reimburse reasonable purchases made during this time. *
While your bag is delayed, reasonable purchases are to the following values **:
| Time period your baggage is delayed | While at your destination | |
|---|---|---|
| Day 0 - 2 | €50 | €35 |
| Day 3 - 7 | €30 | €20 |
| Day 8 - 21 | €20 | €10 |
| Note amounts outlined above are average per day. |
If your baggage is still missing after 21 days, we consider it to be lost and in line with our obligations under the Montreal Convention, we will offer to settle your claim up to our maximum liability (this is the Euro equivalent of 1,288 Special Drawing Rights, SDRs). As of 17 January 2023, this amount equates to approximately €1,500.
Please note: any reimbursements made ahead of day 21 will be deducted from our maximum liability, and the final settlement amount will be inclusive of all payments made to you.
Upon request, we can provide you with evidence to support travel insurance claims concerning your lost baggage. Please log requests via the Post Travel Enquiry form.
* Please keep hold of your receipts, as they will be required when submitting your claim.
** The guidelines for reasonable purchases are NOT daily limits or a cap, as additional expenses may be incurred, these will be handled on an individual basis up to the maximum liability.
What to do if your baggage is damaged
Report your damaged baggage at the information desk when you arrive at the airport, or contact us using the Baggage phone number.
Damage not reported at the time of arrival must be reported to our Guest Relations department using our Post Travel Enquiry form within seven days of receiving your baggage.
We don't cover minor damage to the exterior of baggage (e.g. scratches, stains, soiling, dents) resulting from normal wear and tear, or for water damage to non-waterproof baggage.
Your report will be assessed and reviewed by our team and details on the next steps will be outlined. You will also receive a Property Irregularity Report reference number.
Damage not reported at the time of arrival must be reported to our Guest Relations department using our Post Travel Enquiry form within seven days of receiving your baggage.
We don't cover minor damage to the exterior of baggage (e.g. scratches, stains, soiling, dents) resulting from normal wear and tear, or for water damage to non-waterproof baggage.
Your report will be assessed and reviewed by our team and details on the next steps will be outlined. You will also receive a Property Irregularity Report reference number.
Any pilferage must be reported immediately on receipt of your baggage and before leaving the baggage reclaim area of your arrival airport.
Pilferage not reported at the time of arrival must be reported to our Guest Relations department using our Post Travel Enquiry form within seven days of receiving your baggage.
We will provide a confirmation letter for your insurance provider advising that you've reported the items as missing. If you need this letter, please include your baggage reference on the form and attach a copy of your boarding card in PDF format.
Pilferage not reported at the time of arrival must be reported to our Guest Relations department using our Post Travel Enquiry form within seven days of receiving your baggage.
We will provide a confirmation letter for your insurance provider advising that you've reported the items as missing. If you need this letter, please include your baggage reference on the form and attach a copy of your boarding card in PDF format.
We accept no liability for damage to unchecked cabin baggage, unless such damage is caused by our negligence.
If your checked baggage is damaged, you have certain entitlements.
Any compensation due to customers with baggage related claims adheres to our terms and conditions of carriage.
Airlines have limited liability for damaged baggage. If you hold personal travel insurance we advise you to contact them directly to initiate a claim, or if you have taken out insurance on the Aer Lingus web site, you should contact Allianz Global Assistance directly.
If you don't hold any personal travel insurance, all claims must be reported to our Guest Relations department using our Post Travel Enquiry form and please include:
Any compensation due to customers with baggage related claims adheres to our terms and conditions of carriage.
Airlines have limited liability for damaged baggage. If you hold personal travel insurance we advise you to contact them directly to initiate a claim, or if you have taken out insurance on the Aer Lingus web site, you should contact Allianz Global Assistance directly.
If you don't hold any personal travel insurance, all claims must be reported to our Guest Relations department using our Post Travel Enquiry form and please include:
- Your unique Property Irregularity Report (PIR) reference number
- Your booking reference number
- Your baggage tags
- Any relevant receipts for repair or replacement. Please be advised that all relevant receipts are necessary for auditing purposes when considering all claims.
If you’ve left something on board one of our aircraft arriving into Dublin Airport or in our Aer Lingus lounge at Dublin Airport, please use the WeReturnIt lost items return service to locate and retrieve your item.
For lost property queries at London airports please use the following lost items return service:
London Heathrow: missingx.com,
London Gatwick: https://www.skybreak.co.uk/lost-an-item/
If you've left property at an airport other than Dublin or London, you'll need to contact the relevant airport authority's lost property department instead.
While we'll absolutely help you to find your lost property, it's important to note that we can't accept liability for anything you've left on board our aircraft or in any of our lounges. We ask you to try and keep a check on your belongings while you're travelling.