Issues with your baggage
In the hustle and bustle of busy airports, problems with your baggage might unfortunately arise. Whether your baggage is delayed or damaged, or you have missing items, we will try to help you as best as we can. Here, you can find the most important information, links and contact details.
Delayed or lost baggage
We’re sorry that your baggage has been delayed. We’ll do everything we can to locate and return it as soon as possible. You’ll find all the information regarding the next steps to take below.
What should I do when my baggage is delayed or lost?
There are two available options:
- 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.
- 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.
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.
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.
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. This is mandatory and helps us to locate your baggage faster.
If you have questions regarding the tracing of your baggage, please fill out the contact form below.
In the unfortunate event that we are not able to locate your baggage after 21 days from receipt of the list of contents, your baggage will be considered as lost, and you are entitled to compensation.
Your central baggage tracing department will forward your case to our Customer Relations department, who will get in contact with you regarding your compensation.
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.
Please note:
- Please retain all the receipts pertaining to your first necessities purchases.
- Valuables such as jewellery, money, or laptops must be transported in your carry-on baggage and are excluded from liability.
- Passengers have an obligation to keep expenses as low as possible in the event of temporary loss of baggage.
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.
Damaged baggage
Brussels Airlines and its staff handle all baggage with care. Nevertheless, damage may occur. Here’s what to do in the event of damaged baggage.
Report your damaged baggage
Go to the Brussels Airlines desk in the baggage reclaim area or the airport’s Lost & Found office.
You will be given a reference number and, in most of our European airports, you’ll receive a leaflet with the contact details of our partner Dolfi, who will repair your baggage on our behalf.
- See the Dolfi contact details for Belgium – Netherlands – Luxembourg – Germany – Poland – Czech Republic
- See the Dolfi contact details for France – Spain – Portugal – Austria
If you didn’t report your damage at the airport or Dolfi is not operating in your country, fill in the damaged baggage form and send it to us within 7 days. The following documents should be attached to your form:
- Copies of your ticket or boarding pass
- Baggage tag(s)
- Attestation of the repair costs
- Picture of your damaged baggage
If the baggage cannot be repaired, add the confirmation from the repair shop, stating the value of the damaged baggage, its date of purchase and the baggage receipt.
Missing items
Items missing from hand baggage
If items are missing from your hand baggage, remember that a carrier cannot be held responsible for damage (including pilferage), since this baggage was not entrusted to the carrier. Only in case of fault by the carrier, can they be held responsible.
Items missing from checked baggage
If items are missing from your baggage, you can send a written claim to the carrier within 7 days after your flight.
In accordance with the stipulations of the Montreal Convention, the liability of the carrier could partially or fully be excluded in case of fragile or perishable items, food, statues and art items, money, keys, jewellery, precious metals, computers, camera’s, medication, mobile phones, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples, etc… in your checked baggage.
Send us the claim form together with the following documents within 7 days of receipt of your baggage:
- a list of the missing item(s), together with the year of purchase (invoices, bank statements, etc.)
- a copy of your ticket
- baggage tag(s)
Forgotten items on board
If you have left an item on board, you can contact the Lost & Found office at your arrival airport.
If you have left your passport or ID card on board a flight to Brussels, you can directly contact Brussels Airport.