Baggage Claim

It may happen that your checked baggage is delayed or damaged upon arrival. Here you can find out what to do in such cases.

 

Carrier’s liability

In international and domestic air carriage, liability for damage, loss of or delay of your baggage is limited up to 1 131 SDR (approximately 1 250 EUR) in accordance with the Montreal Convention.

If the checked baggage has a higher value than the maximum liability of Czech Airlines, you have the following options:

  • To insure your checked baggage for a higher value through a commercial insurance company, or
  • to declare the higher value of the checked baggage before forwarding your baggage to Czech Airlines and to pay an additional fee for the higher value of the checked baggage.

The rights to compensation do not apply:

  • To already damaged or defective baggage
  • To the items seized for safety reasons
  • To damage caused by the contents of your baggage
  • To damage to inconveniently wrapped fragile items or to their loss
  • To damage to perishable goods
  • To loss of money, cheques, credit cards, jewellery and articles made of precious metals, medicines, keys, spectacles and sun glasses, cameras, video-cameras or other electronic devices, art articles, securities or other valuables, commercial documents, passports or other personal identification documents, which are stored in the checked baggage (these items can be carried onboard in the cabin baggage within the allowed limits)

For further details concerning carriage of baggage and our liability, please check Conditions of Carriage (see items 2.9, 3.2 and 3.3).

If your baggage is delayed

If your baggage is delayed, you can be sure we will make maximum efforts to deliver it to you as soon as possible.

Please report the delay of your baggage directly at the airport after arrival. The counter marked Baggage Claims will provide you with immediate assistance and you will receive written confirmation with the reference number of your complaint (Property Irregularity Report – PIR).

If your bag is not found within 2 days, contact us  and prepare the reference number you have received at the airport (PIR), the list of the contents (description of the items contained in your baggage including the size, brand, colour of the items, etc.) and your contact details. You can check the current status of the search for your baggage with the Online delayed baggage service, where you can enter your complaint reference number and obtain detailed information.

Please be aware that additional expenses directly resulting from the delay of your baggage have to be claimed in writing within 21 days from the delivery of your baggage. If you had any extra expenses caused by the baggage delivery please contact us  and kindly enclose the following documents:

  • Property Irregularity Report (PIR) concerning delayed baggage issued at the airport
  • The receipts for the first necessity purchases (toiletries, clothing, etc.)
  • Address, phone number and bank account details

If you baggage is delayed for more then 21 days

If your baggage is not found and delivered to you within 21 days from your arrival, it is considered lost and you may claim financial compensation. Claim for compensation expires 2 years after the arrival.

The claim must be submitted in writing no earlier than 21 days from the day you have created the Property Irregularity Report after your arrival. Please prepare the following documentation in order to setlle your complaint:

  • Property Irregularity Report (PIR) concerning delayed baggage issued at the airport
  • The receipts for your baggage and its contents
  • Address, phone number and bank account details

If your baggage has been damaged and/or damaged contents

Please report the damage of your baggage directly at the airport immediately after receiving it. The counter marked Baggage Claims will provide you with immediate assistance and you will receive written confirmation with your complaint reference number (Property Irregularity Report – PIR).

If you find out the damage to your baggage after your arrival home, or at your temporary address, please file a complaint in writing to the contact address of Customer Relations Department within 7 days of receiving your baggage. It is necessary to prove causal connection between the reported damage and the corresponding carriage. Kindly also enclose the following documents:

  • Ticket and boarding pass
  • Baggage tag
  • Receipt for your baggage or its damaged contents
  • Address, phone number and bank account details

We will inform you about the progress of your complaint within 30 days.
Please be aware that Czech Airlines is not responsible for common wear of your baggage such as scratches and dented or damaged baggage due to excessive contents.

 

If there is something missing in your damaged bag

Please report the loss of some or all of the contents of your baggage, whether due to damage or theft, directly at the Baggage Claims counter at the airport immediately after your arrival. Additionally, you can send a written complaint to the contact address of Customer Relations Department  within 7 days of receiving your baggage. In the letter, please prove causal connection between the reported damage and the corresponding carriage. Kindly also enclose the following documents:

  • Ticket and boarding pass
  • Baggage tag
  • recept(s) for your baggage or its lost contents
  • Address, phone number and bank account details
  • Photo of the damage, if it is reported at a later date.

For detailed information about your delayed, lost, or damaged luggage, please contact us. Please get your complaint reference number (Property Irregularity Report) or baggage tag number ready before you call us.