Damage to and loss of baggage

Here you will find more information about dealing with lost or damaged baggage.

Delayed baggage

We apologize that your baggage was not available for pick up right away upon arrival. Please be assured that we are doing everything possible to find your baggage and get it to you as soon as possible.

Your baggage information was recorded in the global electronic baggage tracing system when you checked in for your flight, so you can see the status of its delivery to you. Please make sure that your information (name, address, flight information and baggage type) is correct. In case of changes, please inform us immediately so that we can apply them. This information helps us deliver your baggage to you as quickly as possible.

 

Lost and damaged baggage

Our head office will assume liability for damage to or loss of baggage caused while the baggage is in the charge of the TUI fly web site and/or the actual carrier if there is a valid contract of carriage. The purchase of baggage insurance is recommended.

If baggage is lost or damaged, it is important that, immediately upon arrival at the destination airport, you contact the lost and found office of the respective airline that carried out your flight. Our colleagues there will provide assistance as quickly as possible.

An immediate written report provides proof that the damage occurred on the respective airline. The law stipulates that for international travel, such a report must be filed within seven days and for travel within Germany within three months. By that time, at the latest, you must have reported the incident to the airline that carried out your flight. If you are a customer of TUI fly, please contact lostandfound@tuifly.com. Liability ceases when this reporting period expires. In this regard, please also read the provisions of the respective airline that carried out your flight.

Please note that the TUI fly web site and/or the actual carrier shall not be responsible for any damage caused by a passenger's baggage. If any items in a passenger's baggage cause damage to the baggage of another passenger, to the property of the TUI fly web site and/or the actual carrier or third parties, the owner of the baggage shall be liable for the resulting damage.