Neos delayed, lost or damaged baggage claim
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A baggage claim is not an EU261 flat payment. The Montreal Convention focuses on proven loss, causation, prompt reporting and a timely written demand. A Property Irregularity Report starts the airport record but does not ordinarily replace the later written claim to Neos.
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:
This account is current at 9 September 2026. The July 2026 EU reform and its deferred future nine-month period concern a different framework and do not rewrite today's Montreal baggage steps.
Report the bag before leaving the airport
Go to the baggage desk, identify Neos as the relevant carrier where appropriate and obtain a PIR reference. Keep the baggage tag, boarding pass, itinerary and photographs. For visible damage, photograph the case before it is handled further and record missing contents without exaggeration.
If no desk is available, use the official reporting route promptly and preserve screenshots. A tracing record helps locate a delayed bag; it is not itself a quantified damages demand.
Send the written claim within the Montreal timetable
The Convention sets short written-complaint periods: damage should generally be complained of within seven days after receipt, and delay within 21 days after the baggage is placed at the passenger's disposal. A bag not delivered after 21 days may be treated as lost under the Convention's rule. Litigation has a separate two-year extinguishment period, calculated under the Convention.
Do not wait for tracing to close before protecting a deadline. State the PIR, flight, delivery date and category of claim. The carrier's current instructions should be checked when filing.
Prove value and necessity rather than quoting a flat limit
Montreal liability is capped unless a valid special declaration applies, but the cap is not automatic compensation. Claim the actual provable loss up to the applicable limit. Provide purchase records, age, condition and a reasonable depreciation approach for lost or damaged property.
For delayed baggage, claim necessary replacement items suited to destination and delay. Everyday clothing and toiletries may be reasonable; luxury replacements are harder to justify. Retain itemised receipts and explain why each purchase was needed.
Worked example: a bag delayed in Cancún
Hannah's checked bag does not arrive after a Neos-operated Milan–Cancún flight. She obtains a PIR, keeps the tag and buys basic clothing, toiletries and sun protection for EUR 164 over two days. The bag is delivered on day three.
Her written claim identifies the delivery time and links each receipt to a necessary purchase. She does not demand the Montreal ceiling or EUR 600 merely because the route is long. If the flight itself also arrived four hours late, any EU261 claim is filed separately, after checking coverage, final-arrival time and cause.
Distinguish delay, loss and physical damage
Delayed baggage returns after a period and supports reasonable interim loss. Lost baggage requires proof of contents and value. Physical damage requires photographs, repair evidence or a reasoned replacement valuation. Normal wear, inherent defect and insufficient packing can affect liability.
Keep high-value items, medicines and documents out of checked baggage where conditions require it. If mobility equipment or essential items are involved, explain urgency and actual consequences precisely rather than treating them as an ordinary suitcase.
Use the NO code, baggage receipt and “operated by” record to identify Neos. Connections can involve more than one carrier, so retain all tags and coupons. The Montreal claim mechanism is distinct from EU261's EU-departure and EU-carrier inbound tests, although the same journey records may be relevant.
A tour operator may assist, but direct the air-carriage baggage claim appropriately. Package remedies and travel insurance may overlap; disclose payments and avoid double recovery.
List item, purchase date, original price, age, claimed value and proof. For interim purchases, list date, necessity and receipt. Attach PIR, tag, delivery record, photographs and the written submission confirmation.
For repaired baggage, obtain a dated estimate and photographs showing the damaged area. For an irreparable case, explain age, original quality and replacement value rather than demanding the price of a new premium case without adjustment. If contents are missing, an inventory made promptly after collection is more persuasive than a later reconstructed list.
On a multi-carrier itinerary, record where the bag was checked, its final tagged destination and which carrier delivered the passenger. Do not scatter identical claims among carriers without explaining the journey. Keep every acknowledgement, because it shows notice and may identify which carrier is handling the file.
Keep flight care, ticket refund and fixed compensation outside this schedule. If Neos rejects the claim, ask whether it disputes deadline, carriage, causation, necessity or valuation and answer that issue directly.
More Neos guides
Questions about Neos baggage claims
Is a PIR enough to claim money?
Usually not. It records the incident; follow with a timely written, quantified demand.
Does Neos pay a flat amount for delayed baggage?
No. Montreal requires proof of actual reasonable loss, subject to its liability framework.
What is the deadline for a damage complaint?
Generally seven days after receipt; delay complaints generally have a 21-day written period.
Can I claim EUR 600 for a lost suitcase?
Not under EU261. Baggage loss is assessed under Montreal, not the flight-distance bands.
Can insurance and Neos both pay the full loss?
No. Coordinate claims and disclose payments to prevent double recovery.