Damaged or delayed baggage

There are two available options:

1. Report your missing baggage before leaving the airport at the Brussels Airlines desk in the baggage reclaim area or at the airport’s Lost & Found office. You can find the details of our offices on the airport’s website. You will receive a unique reference number (for example: BRUSN12345) which we will use to trace your baggage. The more information you can give us about your baggage – the colour, model, brand, unique features, etc. – the better.
2. Report it online within 24 hours of your actual flight arrival time (English and German only). If you have already reported your missing baggage at the airport, there is no need to do this again online.

You are given a unique reference number when reporting your missing baggage. You can log in to our baggage tracing system to check the status of your missing baggage in real time.

We locate most baggage within 24 hours. Once your baggage has been located, we will contact you to arrange delivery.

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.

In the unfortunate event that we are not able to locate your baggage after 21 days from receipt of the completed baggage inventory form, your baggage will be considered to be lost and you are entitled to compensation.

Send us your claim via this form. Please include invoices, bank statements, purchase receipts, etc., to prove the value of the items in your baggage.

Have you had to buy additional items (toiletries, clothing, etc.) because your baggage was delayed? If so, you may be entitled to compensation.

Once your baggage has been returned to you, please complete this claim form as soon as possible. Please note that as per our General Conditions, this claim must reach us within 21 days after the delivery date of your baggage.

If some items are missing from your hand baggage, remember that a carrier cannot be held liable for damage (including pilferage) to luggage not entrusted to the carrier, unless in case of fault by the carrier.

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 can partially or fully 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)