Delayed/Lost Baggage

We know how important your baggage is when you travel. If your checked bag doesn’t arrive with you, here’s what to do and how we’ll support you until it’s returned.

Reporting Delayed Baggage

If checked baggage does not arrive, it should be reported immediately at the airport to the baggage service agents located at the service desk in the baggage hall, where assistance will be provided to create a report. If no staff are available at the airport, a report can be submitted via the self-service portal: https://mybag.aero/baggage/#/pax/flynorse/en-gb/main-menu.

When submitting a report, accurate contact details, baggage information, travel documents, bag tag, and full travel itinerary are required. Once the report has been created, you will receive a Property Irregularity Report (PIR) with a unique reference number. This serves as your official confirmation and should be kept safely for tracking and follow-up.

Delayed baggage must be reported no later than 21 days from the date the checked baggage has been placed at your disposal.

Essential Items and Expense Claims

If essential items are required while waiting for baggage, reasonable costs for basic necessities such as clothing and toiletries may be reimbursed upon submission of itemized receipts. If your baggage is delayed on your way home, it is expected that you have access to the necessary essential items there, and reimbursement may not apply.

We recommend checking your travel insurance coverage, as airline liability is limited under the Montreal Convention. Only reasonable, verifiable, and actual incidental expenses will be considered.

We do not accept liability for loss of or damage to valuable, fragile, or perishable items including but not limited to jewellery, electronics, cameras, and cash, which should not be placed in checked baggage.

Claims for essential expenses must be submitted within 21 days of receiving your baggage, either through the chatbot or by emailing baggage@flynorse.com.