Delayed Baggage

Unfortunately baggage can be delayed

Reporting delayed baggage
If your baggage does not arrive at the destination, you must immediately - before passing through the customs area - contact Jettime's handling agent, who is responsible for baggage handling upon landing.

As some airports have more than one arrival service, it is important to approach the correct counter. Look for signs displaying Jettime's logo and name.

You will be required to complete a Property Irregularity Report (PIR) as documentation for reporting the delay.

It is important that you assist by providing as many details as possible about any specific features of the baggage, including its contents.

Note that Jettime is not automatically informed of baggage delays, so we kindly ask you to contact us via email.

Baggage search
A search for your baggage will commence immediately after your report is made at the airport. The search is based on the Property Irregularity Report (PIR) you completed at the airport.

During the first 5 days, the search is conducted by Jettime's handling agent at the arrival airport. You should therefore contact the airport if you have any questions or supplementary information during this period of time.

If the baggage is not found after 5 days, please contact Jettime's Customer Service.

Only when the baggage is located and arrives at the airport will you be contacted concerning delivery.

Compensation

Compensation for baggage delay at holiday destination

If your checked baggage is delayed at the holiday destination for more than 8 hours, Jettime offers a compensation of 100 EUR per suitcase. The compensation does not apply to special baggage.

The compensation is a one-time payment and is intended to cover the most essential items such as toiletries and clothing. For any additional compensation, we refer to your own baggage insurance.

If special baggage such as strollers, wheelchairs or sports equipment is delayed for more than 8 hours, Jettime offers to cover the cost of renting equivalent equipment at the holiday destination until the special baggage is delivered. We will need to see a receipt for covering any expenses.

Jettime does not offer compensation for baggage delay on the return flight.

Compensation after 21 days

If, unexpectedly, the baggage is not located within 21 days, you can apply for lost baggage compensation. As Jettime's liability is limited under the Montreal Convention, we recommend that you apply for compensation through your own insurance company.

If you wish to submit a claim to Jettime, please note that Jettime's liability is subject to the condition that the loss is documented, including documentation of reporting in due time, cost/purchase, purchase date and price. Compensation amounts are adjusted for age and any missing receipts.

Jettime also does not cover the loss of valuable or fragile items that should not be in checked baggage. This includes - but is not limited to - money, keys, prescription medication, bottles, cameras, jewelry, watches, electronic devices or other valuables/items representing significant value.

Any compensation received for the delayed baggage will be deducted from the compensation claim.

To make a compensation claim with Jettime, please complete the Compensation claim form and send it to us at [email protected]. It is important to include the number of your Property Irregularity Report (PIR).

Read more about baggage compensations in our FAQ here.