If your baggage is damaged after the flight, please report this immediately online or to the baggage drop at the airport so that we can take care of your issue as soon as possible. Please retain all flight documents, in particularly your boarding pass and baggage tag.
You can report damaged baggage online up to four days after your flight using the following link:
If you do not notice the damage until five days after your flight or later, please use our contact form. The statutory reporting period is seven days after your flight. You must also prove that the damage has occurred while the baggage was in the care of the relevant airline.
After you have reported the damage to your baggage, you will receive an email confirmation with a reference number (e.g. FRA4Y12345), which you should keep in a safe place. The confirmation lists all the other steps you need to take.
The damage report is then checked by our partner DolfiThe link will be opened in a new browser tab and the damage is assessed in accordance with our guidelines. Dolfi will then contact you regarding any potential compensation or take care of repairing or replacing your baggage.
You will normally be contacted within a few working days. Please be patient if it takes a little more time to respond. Please rest assured that once your damaged baggage has been reported, we will be actively working towards a resolution for the issue.
Provided you report your damaged baggage in good time, you are entitled to compensation in accordance with the Montreal Convention. To settle the damage, we need an expert opinion regarding the value of and damage to the baggage item, or a purchase receipt for the damaged item of baggage. The current value is always taken into consideration when determining the reimbursement amount. For each year of use that has commenced, 15 percent of the value is deducted.
If you discover damage to your item of baggage, you must report it immediately. Report your damage no later than seven days after receipt of your checked baggage.
In this case, you should report the damage to the airline operating the flight after which you first noticed the damage. If you traveled with several airlines without claiming your baggage between connecting flights and re-checking it, please report your damaged baggage to the last airline you flew with on your trip.
If your delayed baggage has been delivered to you, please report the damage within seven days of getting your baggage back. You can report the damage online up to four days after delivery.
If you do not notice the damage until five days after your flight or later, please use our contact form. The statutory reporting period is seven days after your flight. You must also prove that the damage has occurred while the baggage was in the care of the relevant airline.
If the online service is not available or does not work, you can still report your damaged baggage within seven days after your flight or the return of your late delayed baggage using a special baggage form. In this way, you can provide all the necessary information about the damage and your travel details.
If you are using the online service to report damage within three days of your flight, you can consolidate all damaged items of baggage into one report by entering the baggage number and descriptions of the damage directly via the online service. As a rule, up to ten items can be reported online.
After you have reported the damage to your baggage, you will receive an email confirmation with a reference number (e.g. FRA4Y12345), which you should keep in a safe place. The confirmation lists all the other steps you need to take.
The damage report will then be reviewed by our partner Dolfi1920 GmbHThe link will be opened in a new browser tab and the damage assessed in accordance with our guidelines. Dolfi will then contact you regarding any potential compensation or take care of repairing or replacing your baggage.
Please report damage to mobility assistance devices, wheelchairs or rollators exclusively via the baggage form.
As each report is processed individually, no specific status updates are provided for your damage report. Please rest assured that once your damaged baggage has been reported, we will be actively working towards a resolution for the issue. You will normally be contacted within a few working days. Please be patient if it takes a little more time to respond.
The contact information can be found on the receipt received at the baggage desk or in the attachment to your confirmation email if you report damaged baggage via the online service. Please note that our social media team cannot help answer questions about the status of your report. If you have not yet received a response then Feedback Management and the service provider need some more time to process your report and will contact you as soon as possible. This should normally be within a few working days.
Airlines are liable for damages that have occurred while the baggage was in their care, i.e. usually in the period between the acceptance and delivery of your baggage. If you have reported your damaged baggage within the prescribed period of seven days after your flight or within seven days after receipt of your delayed baggage, you are entitled to compensation.
After reporting the damage on site or online, you will receive a Property Irregularity Report number (PIR). For your report to be processed, please contact our service provider Dolfi1920 GmbHThe link will be opened in a new browser tab, quoting your PIR. Your item of baggage may be repaired or replaced. The compensation may also be paid out, with the current value of your item of baggage determining the amount. For each commenced year of use, ten percent is deducted from the original price (maximum deduction of 50 percent).
Airlines are liable for damages that have occurred while the item of baggage was in their care, i.e. usually in the period between checking in and delivering your baggage.
Important:
Please also note that the following items are excluded from liability:
If unauthorized contents are discovered in an item of baggage, airport security will open the bag and confiscate the prohibited item. The airline does not bear any responsibility for this. In this case, please contact the respective airport authority or customs to resolve the matter directly.
The liability of the airlines for baggage is regulated by law. The claim for compensation is granted in accordance with the Montreal Convention. The compensation itself is determined using what is referred to as special drawing rights (SDRs). The special drawing right is an artificial reserve asset established by the International Monetary Fund. For flights up to and including 12/27/2024, the maximum liability amount is SDR 1,288, which currently corresponds to approx. €1,500. For flights from 12/28/2024 onwards, the maximum liability amount is SDR 1,519, which currently corresponds to approximately €1,750. This amount is subject to exchange rate fluctuations and therefore may change.
The Montreal Convention applies to both domestic transportation and international transportation between the contracting states.
Depending on the type of damage to your baggage, there are different types of compensation.
If you report your damaged baggage to the Discover Airlines baggage desk at the airport (Lost and Found), the following options are available.
Replacement outside the airport
If you registered your damaged item of baggage at the airport, you will receive a receipt with a link that you can use to select your replacement baggage online. The new item of baggage will then be delivered to you.
Some items of baggage are not suitable for replacement, e.g. because the brand in question is not available. In this case, you will receive a form to submit your damage report online and upload images of the damage.
Processing of online damage reports
If you have reported your damaged baggage online, our service provider Dolfi1920 GmbH will review your report and assess the damage. Dolfi1920 GmbH will then tell you whether you should send in your baggage for repair or whether you will receive a voucher. With this voucher, you can select a new item of baggage via the website of Dolfi1920 GmbH. If you choose an item of baggage that is more expensive than the value of the voucher, you must pay the difference.
If it is not possible to repair or replace your baggage or if you reject it, you will be reimbursed for the current value of your baggage. For each commenced year of use, ten percent of the original price is deducted (maximum deduction of 50 percent).
This will depend on what compensation option you have been offered. It usually takes 48 hours to process (online) reports before you are informed of the next steps. The time required to repair or replace baggage may vary depending on the total amount of damaged baggage processed by Dolfi1920 GmbH.
If it is not possible to repair or replace your baggage or if you decline these options, you can request a refund of the current value of your baggage. For each commenced year of use, ten percent of the value is deducted from the original price, up to a maximum deduction of 50 percent.
