TUI delayed, lost or damaged baggage claim
Published:
A delayed or broken suitcase is not worth a fixed EUR 250, 400 or 600 under EU261. International baggage claims are principally governed by the Montreal Convention and depend on prompt reporting, a timely written claim and proof of actual loss. The airport report starts the evidence trail; it does not usually complete the claim.
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 guide reflects the law on 9 September 2026. The deferred July 2026 EU reform and its future nine-month flight-claim period do not alter the current Montreal baggage process.
Report the bag before leaving the airport
Go to the baggage desk serving the operating carrier and obtain a Property Irregularity Report (PIR) for a missing or damaged bag. Check that the passenger name, flight, bag-tag number and description are accurate. Photograph the bag, carousel area, PIR and tag.
For hidden damage discovered after leaving, report it immediately through the relevant carrier channel and explain when it became visible. Do not discard the suitcase or arrange an irreversible repair before the airline has had a reasonable opportunity to inspect it, unless safety or necessity demands action.
A PIR is evidence of notification at the airport. Send a separate written demand identifying the loss and amount within the applicable Montreal time limit. Delay, damage and loss have different timing rules, so act promptly rather than waiting for the airline to declare a bag permanently lost.
Identify the carrier handling the baggage
TUI is a package brand and group, not a single universal airline. TUI Airways, TUI fly Germany, TUI fly Belgium, TUI fly Netherlands and TUI fly Nordic are separate operators, and a TUI booking may use another partner. Check the baggage receipt and operated-by line.
On an itinerary with successive carriers, Montreal responsibility can involve the first, last or carrier performing the sector during which the damage occurred, subject to the Convention's rules. Give the entire itinerary and tag trail rather than guessing from the TUI logo.
Direction still matters if there is also a flight-delay claim. UK261 or EU261 coverage depends on departure and operator, but Montreal baggage protection is a separate treaty analysis. Do not use a valid baggage claim to assume fixed flight compensation.
Prove necessary purchases and damaged value
For delayed baggage away from home, buy reasonable essentials appropriate to the location, season and expected delay. Keep itemised receipts. Toiletries and basic clothing are easier to justify than replacing the entire contents immediately. Explain special needs, such as essential equipment, when relevant.
For damage, submit clear photographs, purchase evidence where available, age and condition, and a repair estimate. Compensation reflects proven damage and may account for depreciation; it is not automatically the original retail price of every item. Ordinary wear, defective packing and excluded items can create disputes.
For a bag treated as lost, provide an honest inventory with approximate purchase dates and supporting evidence. Bank records, photographs from before travel and replacement prices can corroborate ownership and value. Montreal liability is capped in Special Drawing Rights unless a valid special declaration of interest was made and any required charge paid.
Keep baggage and flight disruption claims apart
Suppose Jordan flies TUI fly Netherlands from Amsterdam to Curaçao. The flight arrives four hours late and the suitcase follows three days later. Jordan spends EUR 118 on basic clothing and toiletries. The delayed-baggage demand lists those actual purchases under Montreal. Any EU261 delay compensation is assessed separately per passenger by distance and cause. One does not replace the other.
If the trip is a package and the missing luggage also affects promised services, any organiser complaint must identify the separate package failure. A refund or rerouting request concerns carriage. Meals and hotel caused by the flight wait are care costs. Avoid entering all expenses under “baggage” simply because the suitcase was also missing.
Shared purchases should be allocated sensibly. Do not multiply one family receipt by every passenger. State who needed each item and whether any amount has already been reimbursed by travel insurance.
Send and preserve a complete written claim
Put the passenger, route, date, operator, bag-tag number and PIR reference at the top. State whether the bag was delayed, lost or damaged, then provide a dated chronology. Attach the PIR, tag, boarding pass, photographs, inventory, receipts and repair evidence. List the total in the purchase currency and explain conversions.
Use the baggage channel of the actual carrier. TUI's flight-delay form is not a substitute for a baggage demand, and a package complaint is not enough to preserve Montreal deadlines. Save the sent text, attachments, acknowledgement and delivery date.
If the carrier refuses, address the precise issue—late notice, ownership, necessity, depreciation or liability limit. TUI Airways contact guidance points unresolved airline disputes to AviationADR, while other operators use their relevant processes. Insurance may also respond, but disclose payments to prevent double recovery.
More TUI guides
Frequently asked questions
Is the PIR itself my Montreal claim?
Usually not. It records the airport incident, but passengers should also send a written, quantified demand within the applicable time limit.
Does EU261 pay a fixed amount for delayed baggage?
No. EU261 fixed awards concern qualifying flight disruption. Baggage compensation under Montreal depends on proven loss and its own rules.
Can I replace everything in my suitcase immediately?
Only reasonable necessary purchases are likely to be recoverable during delay. Buy proportionately, retain itemised receipts and explain unusual needs.
Will TUI pay the new price of an old damaged suitcase?
Not automatically. Evidence of condition, age, repairability and value matters, and depreciation may be considered.
What if several airlines carried my bag?
Preserve the whole ticket and bag-tag trail. Montreal has rules for successive carriage; send the evidence to an appropriate carrier rather than relying on the seller's logo.