Luggage insurance

Yes. If you're an AirHelp+ member and your luggage is lost or delayed, you must submit the required information within 28 days of your luggage delay or loss occurring. Late or incomplete submissions will not be eligible for an luggage insurance payout as per our Terms and Conditions.

If your luggage is lost or delayed, here’s what you’ll need:

• ID or passport

• Airline luggage tag

• Booking confirmation or boarding pass

• Property Irregularity Report (PIR) - You can get this from the lost luggage desk inside the airport

• Your bank details

Don’t forget! You have to send us the requirements within 28 days of your luggage delay or loss occurring. Late or incomplete submissions will not be eligible for a payout as per our Terms and Conditions.

You have 28 days to request your luggage insurance payout and provide us with your bank details. After 28 days your payout will no longer be valid as per our Terms and Conditions.

PIR stands for Property Irregularity Report. It’s a document that serves as proof that your luggage is delayed or missing and allows airlines to trace and recover your luggage. You can obtain a PIR at the airport’s lost luggage desk.

Be sure to get one as soon as you notice your luggage is missing, and hold on to it. You’ll need it to recover your bags, and you’ll need to upload a photo of it to claim luggage insurance.

We need a picture of your airline luggage tag to verify that you’re the owner of the lost or delayed bags and to check that it matches the information included in your PIR (Property Irregularity Report).

Luggage insurance only covers luggage checked in under the name registered in your AirHelp+ membership.

A picture of your airline luggage tag is a requirement for getting your luggage insurance payout. Without it, we cannot process your claim.

An airline luggage tag, or bag tag, is a label or ticket that you receive when you check in your luggage. It allows airlines to identify your luggage and route it to its final destination. It’s also used to distinguish similar bags on the carousel in your destination.

You usually get two copies — one attached to the handle of your bag and one that’s either attached to your boarding pass or handed directly to you if you have a digital boarding pass.

Be sure to keep your copy of your airline tag, as you will need it when claiming your bag from the baggage carousel, or if you need to get a PIR (Property Irregularity Report) if your bag is delayed or goes missing.

When you add your trip to your Customer Dashboard, we will ask you if you are traveling with checked-in luggage. If you choose “no”, we will not apply your luggage insurance to that trip. You can then use it to protect any future flights where you’re traveling with checked luggage.

It’s simple. If your luggage gets delayed or lost, we’ll pay you €100.

To protect your flights, add them them in the app or dashboard at least 48 hours before departure.

Then, if your bag is lost or delayed just grab a Property Irregularity Report (PIR) from the airport’s lost luggage desk and send us what we need. Your €100 payout will be on its way. And it's on top of any compensation the airline might owe you, of course.

AirHelp+ members get luggage insurance bundled into their plan. It’s not currently sold separately.

Luggage insurance will protect your luggage on all trips registered on your Customer Dashboard for the duration of your membership.

The number of trips covered depends on the plan chosen. For example, AirHelp+ Smart covers 3 trips.

If luggage checked in under your name doesn’t turn up on the carousel, report the issue at the lost luggage desk inside the airport and get a Property Irregularity Report (PIR).

Once you have the PIR, you can start a claim by clicking on the link in the email we send you before your flight or via your Customer Dashboard.

You’ll be prompted to submit the following:

• A copy of your PIR

• A picture of your luggage tag

• Your flight booking confirmation

• A photo of your ID

• Your bank account details

We’ll send the details to our insurance partner. If all the information is correct and valid, we’ll process your payment and send you an email confirmation within 48 hours. Once you receive the email confirmation, it may take a few days before the payout reaches your account.

You’ll get a Property Irregularity Report (PIR) number when you report your luggage issue at the airport’s lost luggage desk. This report acts as proof of your luggage disruption and is a mandatory requirement to get a luggage insurance payout.

If your trip is protected with luggage insurance, you’ll receive €100 if your checked-in bags get lost or delayed, regardless of the number of bags affected.

Unlike other products in the market, we do not have any threshold to the number of hours your luggage has been delayed. All you need is a valid Property Irregularity Report (PIR) number from the lost luggage desk at the airport, a photo of your baggage tag, your bank details, and a valid ID.

Once you have supplied us with the information we need, including your PIR number, picture of your luggage tag, ID, and bank details, we'll send it to our insurance partner for approval. The eligibility will be determined within 48 hours. Once it’s approved, we’ll send it to you within hours.

It works only when you board the flight and can provide us with the right requirements following your luggage disruption.

Unfortunately, we are not able to cancel your luggage insurance protection if you decide not to take the flight.

Luggage insurance only protects the bags checked in under the name of the AirHelp+ member. Bags checked in under the name of your co-passengers are not covered by your subscription.

Luggage insurance protects your checked bags on every flight that you include when you add your trip. But you must add your flights at least 48 hours before your scheduled departure and confirm you are checking in luggage.

The number of trips covered depends on your chosen AirHelp+ plan.

How many flights that are part of the same trip is up to you. But you should know that there’s a maximum of 1 payout per trip. So, if there are luggage disruptions on 2 or more separate flights on the same trip, you’ll only receive the payout once.

After you’ve let us know about your delayed or lost bags and sent in your details, we’ll get back to you within 48 hours to confirm if you’re eligible.

We’ll need your ID, bank details, flight booking confirmation, a picture of your luggage tag, and a valid Property Irregularity Report (PIR) number.

All information that you provide us is immediately forwarded to our insurance partner for verification and approval. If they find issues, such as an invalid PIR number, or luggage not checked in under your name, the claim will be rejected.

If you believe your luggage disruption qualifies for an insurance payout, but has been rejected, you can request that your claim be reviewed by our insurance partners.

Once we send you an email confirmation that the claim has been approved and bank transfer has been initiated, it may take up to 5 working days for the money to show up in your bank account.

However, in spite of our best efforts, there may be situations where it may take longer for the banks to process the payment.

If you have not received the money after 7 working days of receiving the email, please contact our agents using our online chat or at [email protected].

You can receive your payout if your bank account is based in one of the following countries:

• Andorra

• Argentina

• Armenia

• Australia

• Austria

• Azerbaijan

• Bahrain

• Belgium

• Bosnia and Herzegovina

• Brazil

• Bulgaria

• Cameroon

• Canada

• Chile

• China

• Colombia

• Costa Rica

• Croatia

• Cyprus

• Czechia

• Denmark

• Dominican Republic

• Ecuador

• Egypt

• Estonia

• Faroe Islands

• Finland

• France

• French Guiana

• Gabon

• Germany

• Greece

• Guadeloupe

• Guatemala

• Honduras

• Hong Kong

• Hungary

• Iceland

• India

• Indonesia

• Ireland

• Israel

• Italy

• Ivory Coast

• Japan

• Jersey

• Jordan

• Kosovo

• Kuwait

• Latvia

• Liechtenstein

• Lithuania

• Luxembourg

• Malaysia

• Malta

• Martinique

• Mayotte

• Mexico

• Moldova

• Monaco

• Morocco

• Netherlands

• New Caledonia

• New Zealand

• Norway

• Oman

• Peru

• Philippines

• Poland

• Portugal

• Qatar

• Réunion

• Taiwan

• Thailand

• Turkey

• Ukraine

• United Arab Emirates

• United Kingdom

• United States

• Uruguay

If you country is not on the list above, please contact us through our online chat or email [email protected] so we can collect your bank account details and send your payout.

In case of luggage disruptions, we pay you €100 per trip, regardless of the number of bags lost or delayed. This is the amount we will send to your bank account.
However, the actual amount that you receive in your account will be in your account’s currency, and will depend on the current exchange rates applied by your bank.

The payout can only be sent to the AirHelp+ member.

If you are dissatisfied with the service received we want to know about it. Please fill out our complaint form, which will be reviewed by our insurance partners.

No, there's no need to prove the contents of your bag. All you need for a luggage insurance payout is your ID, bank details, picture of your luggage, flight booking confirmation, and a valid Property Irregularity Report (PIR) number that you get from the lost luggage desk inside the airport.

No. Luggage insurance only offers payouts if your luggage is lost or delayed.
If the airline damages your bag or its contents, it is responsible for the cost of repair or replacement. However, as an AirHelp+ member, we can help you claim the money back from the airline.

Luggage insurance is designed to give you a fast and easy payout, so you have money to cover the essentials.

The airline is responsible for covering the full cost of everything lost in your bag. But not to worry! If you’re an AirHelp+ member, we can help you claim your money back from the airline.

No, sorry. A Property Irregularity Report (PIR) number is essential in order to be eligible for a payout.

No. Luggage insurance only covers bags checked-in under the name of the AirHelp+ member.

Yes. We take data security and privacy very seriously. Therefore, we would like to assure you that our data protection policy on the processing, sharing, and storing of all personal information, including bank details, is fully compliant with all EU data protection regulations, including the General Data Protection Regulation (GDPR).

You can read the AirHelp Privacy Policy here.