What do I do if my bag is damaged or delayed?
We are aware that damaged or delayed baggage is never ideal when traveling and we ensure you that we will do everything we can to assist you.
Delayed Baggage
Reporting the delayed baggage
For passengers that did not get their bag upon arrival at their final destination, please fill out the Delayed Baggage ReportLink opens in a new tab if you haven’t done so at the airport.
Please provide your booking number and as much information and as accurate as possible when filing the report. The passenger’s name needs to be written exactly as it is written in your booking.
When filling in the information regarding baggage content, please write 6 to 8 of the below keywords to provide as much detail as possible as to the contents of your delayed baggage.
You can see the table of keywords below:
Alcohol | Art | Audio | Book |
Coat | Computer | Cosmetics | Currency |
Dress | Electric | Food | Footwear |
Gift | Hair | Handbag | Headwear |
Household | Infant | Jewelry | Linen |
Mechanic | Medical | Music | Nature |
Optics | Papers | Photo | Religious |
Shirt | Skirt | Sleepwear | Sport |
Sportswear | Suit | Sweater | Timepiece |
Tobacco | Tools | Toys | Trousers |
Uniform | Video | Weapon | Weather |
Tracing the baggage
For the first 5 days our baggage services at the arrival airport will be in charge of tracing your delayed bag(s).
If your bag still hasn't shown up after 5 days, please fill out a service request form for secondary tracing.
In case we need it, we might ask you for additional information regarding your baggage. This will help us when tracing your baggage.
Delivering the baggage
Our baggage services at the airport will organize the delivery of your baggage as soon as it is located. You will be contacted to confirm the delivery details.
If you prefer to collect the baggage yourself, please choose this option in the Self-Service PortalLink opens in a new tab.
Self-Service PortalLink opens in a new tab
You can check the status of your bag for the first 7 days after a report is filed and until your baggage is out for delivery. In addition, you can edit the report, change the contact details, delivery information, etc.
Please note that you will receive automated messages/emails once the status of your bag changes (bag is located, bag is out for delivery, etc.).
Damaged Baggage
If your bag is damaged during a flight you must fill out our damaged baggage report at the airport. It's important that you do that immediately upon arrival at your final PLAY destination. We will need your name, bag tag number, contact information, and a picture of the damage. All damages will be reviewed and evaluated.
We recommend submitting the report immediately after receiving the damaged baggage as it is in your best interest. As per the Montreal Convention, the deadline for reporting damaged baggage is 7 days.
Claims
We work in accordance with Montreal Convention 1999 when it comes to handling delayed or damaged baggage.
Please fill in your claim here and we will get back to you.
Delayed baggage
We do require the receipts for all reasonable expenses in relation to the delay of your baggage. All claims are handled on an individual basis up to the maximum liability according to the law. We expect passengers to try and minimize the costs as much as possible, for example renting attire/sports equipment instead of purchasing replacements.
Damaged baggage
Please keep a copy of the report made at the airport (if applicable), photos of the damaged bag and a receipt of original purchase (if applicable). You will then be contacted by our baggage department.
