The Agency for Passenger Rights (APF) points out that travelers are entitled to compensation for problems with lost, delayed, or damaged baggage. The regulations for this are set out in the Montreal Convention. The APF supports passengers through arbitration procedures if airlines do not voluntarily comply with compensation claims.
In the event of delayed baggage, travelers should file a loss report using the Property Irregularity Report (PIR) form at the Lost & Found counter at their destination airport immediately upon arrival. If the baggage is delivered later, necessary replacement purchases can be reimbursed on a pro rata basis. While clothing is usually reimbursed at 50 percent, airlines generally cover 100 percent of the cost of toiletries. If the baggage is completely lost, a detailed damage report with purchase receipts should be submitted to the airline within 21 days.
If a piece of luggage arrives damaged, this must also be documented immediately at the airport and reported in writing within seven days. If repairs are necessary, the airline can designate a repair shop. If the repair costs exceed the current value of the luggage, the current value can be reimbursed. The APF is responsible for dispute resolution for airlines with a branch in Austria, including Austrian Airlines, Eurowings, Lufthansa, Swiss Air, Turkish Airlines, and Wizz Air. Complaints can be submitted free of charge via the APF's online portal.
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