Avianca delayed, lost or damaged baggage claims
Report an Avianca baggage problem before leaving the arrival area whenever possible, obtain a Property Irregularity Report or equivalent case reference, and then send the required written claim with evidence. Under the Montreal Convention, damaged checked baggage generally has a seven-day written deadline and delayed baggage a 21-day deadline after delivery. The current international liability limit is 1,519 Special Drawing Rights per passenger, not an automatic payout.
Free eligibility check
Check your case in the form
Enter your route, date and type of disruption. We will check whether your case qualifies for a claim under EU 261/2004 or UK261.
What happened to your flight?
Claim up to €600 for a delayed or cancelled flight.
Choose the situation that applies to your flight:
Baggage rights are separate from EU261 and UK261 flight compensation. A passenger can have both claims after the same journey, but each uses different evidence, deadlines and calculation.
Create the airport record immediately
Go to the baggage service desk for the airline handling the arrival and report the missing, damaged or opened bag. Obtain the PIR or local irregularity report, claim number and tracking instructions. Photograph the baggage tag, carousel display and damage from several angles.
A PIR starts the tracing record; it is not always the final written demand required by the Convention or carrier process. Follow Avianca's current claim instructions after the airport report and preserve proof of submission.
If staff tell you to report later online, record the desk, time and instruction. Do not discard the boarding pass or baggage tag once the bag is returned.
Delayed baggage: buy only reasonable necessities
Keep a dated inventory of essential replacement purchases. Clothing, toiletries and basic items appropriate to the trip can be recoverable when reasonable. Spending that would have occurred anyway or luxury replacement is harder to justify.
| Keep | Why it matters |
|---|---|
| PIR and tracking reference | Connects the bag to the flight and report |
| Baggage tag | Identifies the checked item |
| Itemised receipts | Proves actual expenditure and contents |
| Delivery record | Starts the 21-day written period |
| Trip purpose and location | Explains why purchases were necessary |
The 21-day period for delayed baggage is generally counted from the date the bag was placed at the passenger's disposal. Submit promptly rather than treating day 21 as a target.
Lost baggage: prove value rather than naming the ceiling
A bag is not automatically paid at 1,519 SDR simply because it remains missing. The Montreal limit caps proven liability in an ordinary case. Build an inventory with approximate purchase dates, receipts where available, photographs, bank records and reasonable depreciation.
The SDR is an IMF accounting unit whose local-currency value changes. State loss in the currency of purchase and refer to the applicable SDR ceiling, rather than hard-coding a permanent euro or pound conversion.
If the bag contained unusually valuable items, the Convention's standard limit can be restrictive unless a special declaration of interest was made at check-in. Review exclusions and evidence carefully. Do not invent receipts or claim new replacement cost for old items without explanation.
Damaged or looted baggage: seven days is short
Photograph damage before repair or disposal. Ask whether Avianca wants inspection, repair quotation or collection. Keep the bag and packaging available until the airline confirms the process.
For damaged checked baggage, the Convention requires written complaint immediately after discovery and no later than seven days after receipt. Avianca's contract repeats the seven-day maximum. Visible damage should be reported at the airport even when the passenger intends to submit the detailed valuation later.
Ordinary wear, minor scratches and damage inherent in inadequate packing may be disputed. Describe functional harm: broken wheel, split shell, unusable zip or missing contents. For pilferage, list items and preserve any security or police report requested.
Which airline handles a codeshare bag claim?
The flight number used to buy the ticket may differ from the carrier that transported the bag. Record every operating carrier and the airline whose baggage desk created the PIR. On successive international carriage, the Montreal Convention contains rules about claims involving the relevant carriers; do not assume that the marketing airline is the only possible respondent.
Avianca's contract tells passengers on journeys involving different carriers to consult each carrier about applicable liability limits. A through-checked bag and single ticket are important evidence. If the bag was rechecked during self-transfer, document the handover between contracts.
Use the operating-carrier guide when the itinerary includes Iberia, Lufthansa, United or another partner.
Flight delay compensation is a different file
EU261 and UK261 fixed payments compensate qualifying flight disruption; the Montreal Convention addresses provable baggage loss and certain delay damage. A three-hour flight delay does not automatically raise the baggage ceiling, and a baggage delay does not automatically create EUR 600.
If a covered Avianca departure also reached the final destination seriously late, preserve a second file with the original itinerary, arrival timing and disruption cause. Submit the fixed claim using the Avianca compensation guide and label baggage documents separately.
Reasonable care during a flight disruption is also distinct from replacement purchases caused specifically by missing luggage. Avoid claiming the same receipt twice.
Written claim structure
State passenger name, PNR, ticket, flight, date, origin, destination, baggage-tag number, PIR and whether the issue is delay, loss, damage or missing contents. Add the date of delivery or discovery because it controls the deadline.
Attach photographs, inventory, receipts, delivery proof and requested bank details through a secure official channel. Keep the full submission and acknowledgement. If Avianca asks for originals, retain scans and use trackable delivery.
The Convention normally requires court action within two years from arrival, scheduled arrival or cessation of carriage. That outer period does not replace the seven-day and 21-day written complaint requirements. Obtain jurisdiction-specific advice before litigation.
FAQ
Is the PIR the same as a baggage compensation claim?
Not necessarily. It records the irregularity and starts tracing, but a separate written claim with evidence and amount may still be required.
How long do I have for delayed baggage?
Submit the written complaint no later than 21 days after the bag is delivered, and act sooner where possible.
What is the deadline for a damaged checked bag?
The Montreal period is generally seven days from receipt, with immediate airport reporting strongly advisable.
Will Avianca automatically pay 1,519 SDR?
No. That is a liability ceiling. The passenger must prove actual recoverable loss up to the applicable limit.
Can I also claim EU261 for the same trip?
Yes if the flight disruption independently qualifies, but the fixed flight claim and baggage claim must be calculated and evidenced separately.