Delayed or lost baggage
We’re sorry that your baggage has been delayed. We’ll do everything we can to locate and return it as soon as possible. You’ll find all the information regarding the next steps to take below.
If your baggage is still missing after 5 days, we will start an extensive tracing process, based on the contents of your baggage.
You must complete the baggage inventory form to initiate this process and return it as soon as possible to our Central Baggage Tracing Department via email. Remember to save the form on your computer before editing it.
Please note that if you don’t send us this form, we won’t be able to start the extensive tracing process and you won’t be refunded if your baggage is considered lost. In addition, the sooner you send us the form, the sooner we can start the search and the sooner we can find your missing baggage.
Damaged baggage
Brussels Airlines and its agents handle all baggage with care. Nevertheless, damage may occur. Please find details of the process to follow in the event of damaged baggage below.
Report the damage at the airport
Please go to the Brussels Airlines desk in the baggage reclaim area or the airport’s Lost & Found office. You can find the details of our offices on the airport’s website. If you don’t report the damage at the airport, we won’t be able to repair the item or refund you.
You will be given a reference number and, in most of our European airports, you’ll receive a leaflet with the contact details of Dolfi, our contracted partner for repairs, which will repair your baggage on our behalf.
You can take your damaged baggage to a Dolfi shop where it will be repaired.
If there aren’t any Dolfi shops in your country or if you prefer to use another company, you may decide to take your baggage to another repair shop. If this is the case, please fill in the damaged baggage form and send it to us within 7 days of your baggage being damaged. Please enclose the following with the form:
- copies of your ticket or boarding card
- baggage tag(s)
- repair costs
If the baggage cannot be repaired, please enclose confirmation from the repair shop, stating the value of the damaged baggage, its date of purchase, the baggage receipt and a picture of the damaged baggage.
Missing items
If some items are missing from your registered bag, you can send a
written claim to the carrier within 7 days from receipt of luggage.
In accordance with the stipulations of the Montreal Convention, the liability of the carrier could partially or fully be excluded in case of fragile or perishable items, food, statutes and art items, money, keys, jewellery, precious metals, computers, camera’s, medication, mobile phones, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples, etc… in your registered baggage.
Please send us the claim form together with the following documents within 7 days of receipt of your baggage:
- a list of the missing item(s), together with the year of purchase (invoices, bank statements, etc.)
- a copy of your ticket
- baggage tag(s)
Have you left an item onboard a flight?
Please contact the Lost & Found office at your arrival airport.
Have you left your passport or ID card onboard a flight to Brussels?
Please contact Brussels Airport.