Problems with your baggage
Delayed baggage
Sometimes, you may arrive at your destination and find that a baggage item cannot be traced. You can find the most important information, links, and contact details for such cases below. Rest assured that we will forward your delayed baggage as quickly as possible. Thank you for your understanding and your patience. We apologize for any inconvenience caused.
Baggage delayed? What to do now
Please report your delayed baggage immediately online or at the baggage tracing counter at the airport.
-> Report delayed baggage (Austrian Airlines)
-> Report delayed baggage (Brussels Airlines)
-> Report delayed baggage (Eurowings)
You can use your reference number to trace the status of your baggage online. You can also subscribe to status updates.
-> To the baggage status website (Austrian Airlines)
-> To the baggage status website (Brussels Airlines)
-> To the baggage status website (Eurowings)
Baggage tracing and forwarding
As soon as you have reported your delayed baggage, our baggage tracing office will take care of your report.
When your baggage has been identified, it will be transported to the destination airport where it will be processed further.
Delivery of delayed baggage
When your baggage has arrived at the destination airport, a little more time is required to carry out further internal processes and customs checks.
After this, we will send you all the information about the delivery or collection of your baggage.
Handover of delayed baggage
Your baggage will be delivered to the delivery address you have provided, or you can pick it up at the airport if you have chosen this option during the creation of your report.
Please only come to the airport when you have been notified accordingly.
Damaged baggage
We greatly regret damage to your baggage during transport. Please be assured that we take all necessary measures to remedy the damage. Please report damaged baggage immediately to the local Austrian Airlines / Brussels Airlines / Eurowings / Lufthansa or SWISS baggage tracing counter.
Reporting the damage straight away at the airport
Please report any damaged baggage immediately so that we can attend to the matter as quickly as possible. You will then be given written confirmation as well as a reference number (PIR number, e.g. FRALH12345). It is essential that you keep this.
You can report the damage to the Lufthansa Group airlines’ baggage tracing counter at the airport.
Reporting damage at a later date
If you don’t notice the damage until you have arrived home or at your hotel, you must report it in writing within the legally stipulated period of seven days after your flight. You must also provide proof that the damage occurred while your bag was in the care of the airline concerned. Once we have received your complete damage report, you will be given confirmation in writing with a reference number.
Report damage online up to three days after your flight:
-> Eurowings
-> Lufthansa
-> SWISS
Report damage that occurred on flights longer than three days ago online:
-> Eurowings
-> Lufthansa
-> SWISS