Please contact our baggage service agents at the airport if you did not receive your baggage upon arrival. They are located at the service desk in the baggage hall. You will be presented with a file reference number when the Property Irregularity Report (PIR) has been created. The report will be made into our tracing system where an intensive search for your baggage will be initiated. You can also create a report, manage and track your delayed bag on our Self-Service portal.

We will endeavor to relocate your delayed bag as soon as possible and send it to your registered address as we are aware this is a time sensitive matter.

We understand that you may need certain items until your personal belongings has been placed at your disposal. When traveling home we assume that you have those necessities there. We advise you contact your travel insurance company for reimbursement of your immediate expenses as our liability, like other airline companies, is limited by the Montreal Convention. We are only able to reimburse you for reasonable, verifiable, and actual incidental expenses like basic clothing and toiletries towards valid itemized receipts.

Please contact customercare@flynorse.com within 21 days after receiving your bag if you want to submit a claim for your immediate expenses.