The belt stops, and your suitcase is not on it. Annoying, but no reason to panic. In most cases the case has only been misrouted and arrives a day or two later. What matters is that you take the right steps now.
Still at the airport: report it straight away
Do not leave the baggage hall before you have reported the problem. At the baggage tracing desk, often called lost and found, staff take your details. You receive a report with a reference number. You use this number later to track your suitcase online.
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If your case is damaged, the same applies: report it straight away and photograph the damage. Show it at the desk while you are still at the airport.
The deadlines you need to know
Flights are covered by the Montreal Convention. It sets short deadlines for notifying the airline in writing:
| Situation | Deadline for written notice |
|---|---|
| Suitcase damaged | 7 days after receipt |
| Contents missing | 7 days after receipt |
| Suitcase arrived late | 21 days after you received it |
| Suitcase lost | as soon as it counts as lost, after 21 days |
The report at the airport alone is often not enough. Also send a written claim, ideally using the airline’s form or by email. Keep the confirmation.
What you may buy while you wait
If your case arrives late, you may buy the essentials: a toothbrush, a change of underwear, swimwear and, if the wait is longer, some clothes. The airline has to refund these costs within reason. An evening dress or new designer shoes usually do not count. So stay sensible.
Ask at the desk whether there is an emergency allowance or a kit with toiletries. Some airlines pay a fixed amount per day. Asking costs nothing.
Damaged suitcase: what is refunded
For a damaged suitcase the airline pays for the repair or the current value. Small scratches and scuffs count as normal wear, because every case is moved on belts, trolleys and in cramped holds and is bound to bump into something. Torn-off wheels, a broken handle or a crack in the shell, on the other hand, are damage.
Do not throw the broken case away before the matter is settled. Some airlines want to see it or ask for a repair quote.
If nothing happens
If the airline stays silent or refuses, you have several options. A recognised conciliation body for air travel will look at your case free of charge. Claims under the Montreal Convention lapse if no court action is brought within two years. So do not wait too long.
How to prevent problems
- Photograph your case and its contents before the trip.
- Pack medicines, charging cables and a change of clothes in your hand luggage.
- Remove old baggage labels from your case.
- A small tracking tag in your case shows where it is.
flug-123.de editorial team, updated 10 November 2026. We review our guides regularly. Rules can change. If in doubt, the details in your booking apply.
