Issues with your baggage 

There are two available options: 

1. Report your missing baggage before leaving the airport at the Brussels Airlines desk in the baggage reclaim area or at the airport’s Lost & Found office. You will receive a unique reference number (for example: BRUSN12345) which we will use to trace your baggage. The more information you can give us about your baggage – the colour, model, brand, unique features, etc. – the better. 
2. ​Report it online within 24 hours of your actual flight arrival time. If you have already reported your missing baggage at the airport, there is no need to do this again online. 
   

You will get a unique reference number when reporting your missing baggage. ​Check the status of your missing baggage in real time by logging in to the baggage tracing system. 

We locate most baggage within 24 hours. Once your baggage has been located, we will contact you to arrange delivery if custom and local rules allow this. 

If your baggage has not been found within five days of reporting the delay, we will require a detailed description of the item of baggage and its contents. To do this, please fill out the list of contents on our baggage status page which you will be able to access automatically five days after reporting the delay.

​To the list of contents

In the unfortunate event that we are not able to locate your baggage after 21 days from receipt of the completed baggage inventory form, your baggage will be considered as lost, and you are entitled to compensation. 

Send us your claim via ​this form. Please include invoices, bank statements, purchase receipts, etc., to prove the value of the items in your baggage. 

If your baggage arrives late at your destination, you can purchase necessary replacement clothes such as underwear and swimwear, as well as toiletries, and submit the receipts for reimbursement.

If your baggage is damaged, please report this immediately at the airport or online, or within seven days at the latest.

​To the contact form

For delayed baggage, the deadline for reporting damage is 21 days after receipt of your baggage. If your baggage has been lost, you have two years in which to report your loss. In this case, you can only submit a claim for compensation after 21 days. Please note that the postmark or automatic date of receipt in the case of email notification is the determining factor for compliance with reporting deadlines.

Please note:

• Costs for replacement clothing and toiletries cannot be reimbursed if your delayed baggage is lost on your return flight or arrives at your home late.
• Please retain all the receipts pertaining to your emergency purchases.
• Valuables such as jewellery, money, or laptops must be transported in your carry-on baggage and are excluded from liability. 
  
• The maximum amount reimbursable for your replacement purchases or the complete loss of your baggage is ca. €1,500.
• In the case of verifiably new items the original price will be reimbursed; in the case of used items a fair value will be reimbursed.
• Passengers have an obligation to minimise damages; this means that expenses must be kept as low as possible in the event of temporary loss of baggage.
• In the event of damages to carry-on baggage, liability only applies if the airline or its personnel can be shown to have caused the damage.
• Airlines are not liable for normal wear and tear, such as scratches and dents, or for damage to cases that have been overfilled or to breakable objects that have not been properly packed.

Liability is governed by the Montreal Convention. Compensation is specified in so-called Special Drawing Rights (SDR). The Special Drawing Right (SDR) is an artificial accounting unit created by the International Monetary Fund (IMF). At present, the maximum liability amount is 1,288 SDRs which currently equates to ca. €1,500. The exchange rate is subject to fluctuations and is set by the International Monetary Fund.

The Montreal Convention only applies when the following parameters are observed:

• The law applies in the case of both national and international carriage between contracting states.
• For checked baggage, the airline is liable, regardless of fault, for any damage caused to the baggage in its care.
• The law applies only if the damage report and the claim for compensation have been made within the time limits set out in the Convention.

Contact us with any questions concerning delayed or lost baggage on the following phone number:

This number is reachable 24/7. 

We will assist you in English, French and Dutch.