Delayed or lost bag claim

If your luggage has been lost or delayed, don't worry: most lost or delayed luggage are located and delivered within 72 hours. Here are the steps you need to take:

Before leaving the luggage claim area, go to Vueling's Lost and Found Office and get a Property Irregularity Report (PIR), which will be digital or paper, depending on the airport. At some airports you can scan a QR code at the office and get a digital PIR. You will have 24 hours after the flight arrives to do so.

• The PIR includes a reference code that you must keep for future enquiries.

 

What are the next steps to recover my lost or delayed luggage?

* When the information is added to the PIR (bag tag number, description, delivery address, etc.), the search for the luggage begins. Once we have located your luggage, we will inform you via SMS or by phone to arrange the delivery.

* If you want, you can add more information about the contents of your luggage or update the delivery address (street, number, floor, etc.)

* If you have specific information from a GPS tracking device, such as AirTag or Smart Tag, or a photo of the bag, you can send it to us via a message.

>Change details

 

In the meantime, you can find out all the latest information on the tracing of your bag.

>Locate my luggage

 

Replacement of basic necessities

If you are away from home, you can claim basic necessities (change of clothes, hygiene products, mobile charger, etc.). Please note that you will only be able to claim these expenses:

- When 24 hours have passed since you got the PIR.
- And once we have delivered your luggage.

You must make the claim within 21 days of getting your luggage back.

To claim basic necessity expenses, you must show purchase receipts. If you had to hire or purchase a pushchair or wheelchair, you can claim the expenses with the receipt.

To file a claim, you will need to submit a copy of the following documents:

• Property Irregularity Report (PIR) code
• Bag tag (luggage check-in tag)
• Receipts for money spent on basic necessities

>Claim expenses

 

More than 21 days without your lost or delayed luggage having been traced

After 21 days, even though we will still be looking for your lost or delayed luggage, you can request compensation.

To request it, we will ask you:

• Property Irregularity Report (PIR) code
• Bag tag (luggage check-in tag)

If the claim is for a wheelchair, you will need the following documents:

• Boarding pass
• ID document (National ID card, passport, residence card)
• Signed settlement slip
• Invoice

Vueling's liability in regard to luggage delays or lost checked luggage is established by the Montreal Convention of 28 May 1999.

>Request compensation

 

Reason Claim period
Expenses incurred as a result of delayed luggage (any expenditure on basic necessities) Up to 21 calendar days from receipt of the luggage.
Compensation for lost luggage As of 21 calendar days from when the PIR is opened (we recommend doing it as soon as possible).

 

If you have insurance that covers luggage, we advise you to contact your insurance company. If you booked your insurance through Vueling, we will tell you the steps you need to take in order to use your policy. Don't forget that, even if you have insurance, you will have to get a Property Irregularity Report (PIR).

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