Airline Lost or Damaged Your Bags? Claim Compensation — Free

Under the Montreal Convention, airlines are legally liable when checked baggage is lost, delayed, or damaged. You may be entitled to up to around £1,300 for your belongings and out-of-pocket expenses. We draft your complaint letter to the airline — completely free of charge.

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Did Any of These Happen on Your Flight?

Lost and damaged baggage affects hundreds of thousands of UK passengers every year. Airlines often rely on passengers not knowing their rights or not pursuing a claim. If you recognise any situation below, you are likely entitled to compensation — and we can help you claim it for free.

Answer yes to any of these and you may have a valid claim under the Montreal Convention:

Your bags never arrived at the destination and were declared lost by the airline.
Your bags arrived late and you had to buy replacement essentials (clothing, toiletries, medication) while you waited.
Your suitcase arrived visibly broken, cracked, or with wheels or handles torn off.
Your bag arrived but items were missing from inside — contents had been tampered with or removed.
Fragile items, electronics, or valuables inside your bag were broken during transit.
The airline offered you a token goodwill payment that falls far short of your actual loss.

Your Rights Under the Montreal Convention

The Montreal Convention 1999 is an international treaty that governs passenger rights on international flights. It has been incorporated into UK law and applies to the vast majority of flights departing from or arriving into the United Kingdom on international routes. Under the Convention, airlines are strictly liable for loss, delay, or damage to checked baggage — meaning you do not need to prove the airline was negligent.

How Much Can You Claim?

The Montreal Convention sets a maximum compensation limit expressed in Special Drawing Rights (SDRs), an international monetary unit. The current limit is 1,288 SDRs per passenger, which converts to approximately £1,300 (the exact sterling amount fluctuates with exchange rates). This limit covers:

The value of lost or permanently unrecovered baggage and its contents.
The cost of replacing or repairing damaged items.
Reasonable out-of-pocket expenses incurred because of delayed baggage — such as replacement clothing, toiletries, and other essential purchases you had to make while your bags were missing.

The limit applies per passenger, not per bag. If you are travelling with a companion whose bags were also affected, each of you may claim up to the limit separately.

Does the Montreal Convention Apply to Your Flight?

The Convention applies to international flights — that is, flights between two different countries, or connecting flights that cross an international border as part of a single booking. It covers both outbound and return legs. It does not apply to purely domestic flights within the UK, although UK domestic passengers have separate rights under the airline's own conditions of carriage and general consumer law.

What About Valuable or Fragile Items?

The Montreal Convention's limit applies to standard checked baggage. If you declared a higher value for specific items at check-in and paid a supplementary charge, you may be entitled to the declared value instead. Airlines often advise passengers not to pack valuables in checked baggage; however, if damage or loss occurs, the airline remains liable up to the Convention limit regardless of what was packed — and in some cases beyond it where negligence on their part is demonstrable.

Common Baggage Problems We Help With

These are the most frequent situations where UK passengers have a valid claim under the Montreal Convention.

1. Bags Never Arrived — Declared Lost

If the airline cannot locate your bags after a reasonable period (typically 21 days after the scheduled arrival date), they are legally classified as lost. At that point you are entitled to claim the value of your bag and its contents, up to the Convention limit. Keep a detailed list of everything that was in the bag, along with any receipts, photographs, or other evidence of value. The airline cannot simply refuse to compensate you on the grounds that you cannot prove every item's value — a reasonable estimate supported by credible evidence is sufficient.

2. Bags Delayed — You Bought Essentials

A bag is classed as delayed (rather than lost) while the airline is still searching for it. During the delay, the Montreal Convention entitles you to claim reasonable expenses for items you had to purchase because your bags were unavailable — clothing, toiletries, medication, or work essentials. Keep every receipt. Airlines sometimes try to limit reimbursement to a modest daily allowance; under the Convention your entitlement is to reasonable expenses actually incurred, not an arbitrary cap set by the airline's internal policy.

3. Damaged Suitcase or Contents

If your bag arrives with structural damage — broken frame, cracked casing, torn handles or wheels — or if the contents inside are broken or crushed, the airline is liable. You must report the damage by completing a Property Irregularity Report (PIR) at the airport before leaving the baggage hall, and then submit your written claim within 7 days of receiving the bag. Photograph the damage in detail as soon as you notice it. The airline may offer a repair or a replacement; if the repair quote is unreasonable or the bag is beyond repair, you are entitled to the replacement value.

4. Items Missing From Your Bag

If your bag arrives but items are missing from inside — a clear sign of tampering — this is treated as partial loss under the Montreal Convention. Report it immediately at the airport on a PIR form. The airline remains liable even if the tampering occurred during a security check, unless they can show they took all necessary measures to prevent it. Document the contents as thoroughly as possible: photographs taken before travel, packing receipts, or a written inventory all help support your claim.

5. Airline Offered an Inadequate Goodwill Payment

Airlines sometimes offer a low flat-rate goodwill payment — vouchers, airmiles, or a small cash sum — to settle baggage claims quickly. Accepting this without querying it can mean you receive far less than your entitlement under the Convention. You are under no obligation to accept any offer that does not reflect your genuine loss. If you have already received a payment that you consider insufficient, you may still have grounds to pursue the balance, provided the relevant deadlines (21 days for delay; 2 years from arrival for lost bags) have not passed.

Act Fast — Strict Deadlines Apply

The Montreal Convention sets firm time limits for reporting and claiming. Missing them can extinguish your right to compensation entirely, regardless of how strong your case is. Here is what you need to do and when.

Step 1: Report at the Airport (Before You Leave)

If your bags do not arrive, or arrive damaged or tampered with, go to the airline's baggage desk in the arrivals hall before leaving the airport and complete a Property Irregularity Report (PIR). This document is your primary evidence that the problem was reported at the point of travel. Keep a copy — photograph it on your phone if needed. If you leave the airport without filing a PIR, your claim becomes significantly harder to pursue.

Step 2: Written Complaint to the Airline

After filing the PIR, you must follow up with a formal written claim to the airline within the following deadlines:

Damage or missing items: written complaint within 7 days of receiving the bag.
Delayed baggage: written complaint within 21 days of receiving the bag.
Lost baggage: the bag is officially considered lost after 21 days. You then have up to 2 years from the scheduled arrival date to bring a formal claim.

The 7-day and 21-day deadlines are strict. If you miss them for damage or delay claims, the airline is released from liability under the Convention — even if they were clearly at fault.

What to Keep

Your PIR reference number and a copy of the form.
All receipts for essentials purchased during a delay.
Photographs of damaged bags and contents, taken as soon as you noticed the damage.
Your boarding passes and booking confirmation.
Any correspondence with the airline, including automated responses to your PIR.

How Octave Resolution Services Helps

A Free Complaint Letter to the Airline — Citing the Montreal Convention

We are not a law firm and we do not provide legal advice. What we do is draft a clear, professionally structured complaint letter on your behalf that cites the Montreal Convention directly and gives your claim the strongest possible foundation. Our letters:

Identify the correct legal basis — the Montreal Convention (incorporated into UK law via the Carriage by Air Acts) and the airline's strict liability for checked baggage.
State your claim precisely — loss, delay, or damage; the compensation limit of approximately £1,300 per passenger; your itemised out-of-pocket expenses supported by receipts.
Reference the deadlines met — confirming that your PIR was filed at the airport and that this written claim is within the 7-day or 21-day window, as applicable.
Demand a specific response and payment — with a clear deadline of 14 days, and formal notice that unresolved complaints will be escalated to the Civil Aviation Authority (CAA), the relevant Alternative Dispute Resolution (ADR) body, or the courts.
Resist lowball offers — if the airline has already responded with an inadequate offer, our letter explains why the offer does not meet the Convention standard and requests the difference.

Every letter is tailored to your specific situation. The service is 100% free — there is no fee, no commission, and no obligation.

What We Need From You

To draft your letter we will ask for a brief description of what happened, your flight details, the PIR reference number, and a summary of your losses and expenses with supporting receipts where available. You do not need to be a legal expert — just tell us what happened and we will handle the rest.

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Don't Let the Airline Off the Hook — Start Your Claim Today

The 7-day deadline for damage claims passes quickly. If your bags were delayed or damaged, acting now means your claim stays within the Convention's time limits and your options remain open. Our letters are drafted within 48 hours of receiving your details — at no charge.

How the Process Works

Step 1 — Free assessment (2 minutes): Tell us what happened — lost, delayed, or damaged bags, flight details, and any expenses you incurred.
Step 2 — We review your case (within 24 hours): We confirm which provisions of the Montreal Convention apply and identify the strongest grounds for your claim.
Step 3 — Complaint letter drafted (within 48 hours): A tailored letter citing the Convention and demanding reimbursement is prepared for you to send to the airline.
Step 4 — You send the letter: We provide clear instructions for submitting to the airline's customer relations team by email and recorded post.
Step 5 — Support if needed: If the airline does not respond satisfactorily, we advise on escalation to the CAA or an approved ADR scheme — at no cost to you.

We are not a law firm and we do not provide legal advice. We are a free complaint letter drafting service. We cannot guarantee any particular outcome. Results depend on the specific facts of your case and the decisions of the airline or any dispute resolution body. The Montreal Convention applies to international flights; domestic flight passengers should contact us to discuss their specific situation.

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Lost & Delayed Baggage — FAQs

Quick answers to the questions passengers ask most often. This information is provided for general guidance only and does not constitute legal advice. Every case is different — if in doubt, contact us and we will review your situation for free.

How much can I claim for lost or damaged baggage?

Under the Montreal Convention 1999, the maximum compensation limit is 1,288 Special Drawing Rights (SDRs) per passenger — currently equivalent to approximately £1,300 (the exact sterling figure fluctuates with exchange rates). This single cap covers both the value of your lost or damaged belongings and any reasonable out-of-pocket expenses you incurred because of the problem. The limit applies per passenger, not per bag, so if two people travelling together each had bags affected, each person may claim up to the limit separately. Airlines cannot reduce this limit in their own terms and conditions — it is set by international law.

My bags were delayed and I had to buy essentials — can I claim those costs?

Yes. The Montreal Convention entitles you to claim reasonable expenses you incurred because your bags were unavailable — for example replacement clothing, toiletries, or medication you needed for your trip. The key is that the purchases must be reasonable in the circumstances: an overnight bag and a change of clothes for a business trip is reasonable; an entirely new designer wardrobe is not. Keep every receipt. Airlines sometimes try to impose an arbitrary daily cap, but the Convention standard is actual reasonable expenses, not a limit set by the airline's internal policy. Submit your receipts with your written claim within 21 days of receiving your bags.

What is the first thing I should do at the airport if my bags are lost or damaged?

Before you leave the baggage hall, go to the airline's baggage desk and complete a Property Irregularity Report (PIR). This is your primary evidence that the problem was reported at the point of travel, and it is an essential foundation for any claim under the Montreal Convention. If your bag arrived damaged, photograph the damage immediately — before you leave the airport if possible. Keep a copy of the completed PIR (photograph it on your phone). If you leave without filing a PIR, the airline can argue the damage or loss was not reported, which makes your claim significantly harder to pursue.

What are the deadlines for making a baggage claim?

The Montreal Convention sets strict, non-extendable time limits:

Damage or missing items: you must submit a written complaint to the airline within 7 days of receiving the bag.

Delayed baggage: you must submit a written complaint within 21 days of receiving the bag.

Lost baggage: a bag is officially considered lost after 21 days without recovery. You then have up to 2 years from the scheduled arrival date to bring a formal claim.

Missing the 7-day or 21-day deadlines for damage and delay claims releases the airline from liability under the Convention, even where fault is clear. Act promptly, send your complaint in writing (email with read receipt, or recorded post), and keep proof of the date you sent it.

Does the Montreal Convention apply to domestic flights within the UK?

The Montreal Convention covers international flights — that is, flights between two different countries, or itineraries that cross an international border as part of a single booking. It applies to both outbound and return legs of an international journey. It does not apply to purely domestic flights within the UK (for example, London to Edinburgh with no international connection). For domestic journeys, passengers may have rights under the airline’s own conditions of carriage and general UK consumer law, but the £1,300 Convention limit and its strict liability framework do not apply. If you are unsure whether your flight qualifies, get in touch and we will check for free.

Is your complaint letter service really free? Are there any hidden fees?

Yes — completely free. We draft your complaint letter to the airline, citing the Montreal Convention and setting out the basis for your claim, at no charge whatsoever. There is no fee to pay, no commission deducted from any compensation you receive, and no hidden costs. We are not a law firm and we do not provide legal advice; we provide a free complaint letter drafting service to help passengers assert their existing rights. If you need help, email us at nc.octave@gmail.com and we will get back to you within 24 hours.