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What do I do if my bag is damaged or delayed?

That's not great - we will do our best to guide you about the next steps in the process

Damaged or delayed checked baggage must be reported immediately upon arrival at your final PLAY destination.

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 deliver it to you as quickly as possible.

Delayed bag

If your checked bag is delayed, you must fill out our delayed baggage report. 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 description of the bag.

The delayed baggage report must be filled out at your PLAY destination before you leave the airport. Please note that you have up to 6 hours from arrival to submit your form. From there we will keep you updated via email.

Damaged bag

If your bag is damaged during a flight you must fill out our damaged baggage report. 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 hereLink opens in a new tab and we will get back to you.