Problems with baggage



If you should have any problems with regard to your baggage, then before you leave the baggage collection area of the airport, please contact our Lost and Found office in order to submit a formal Property Irregularity Report (PIR).

Damaged baggage

(damaged suitcases/bags, damaged contents, items missing from the contents)

Reporting damages

If, on arrival, you ascertain that your baggage has been damaged, please notify us of the matter immediately and complete a Property Irregularity Report (PIR). You will then receive official confirmation of its receipt, together with a reference number. Please retain the PIR until the matter has been resolved.

A copy of the report, together with a written complaint and the requisite documents should be sent to the address or fax number given below.

LOT Polish Airlines S.A.
Complaints and Damaged Baggage Section
ul. 17 Stycznia 39
00-906 Warszawa
fax: + 48 22 606-62-91

or complete the online complaints form

Online complaints form

If the complaint relates solely to damaged suitcases and/or bags and is confirmed by a PIR, then we would suggest that passengers travelling to Poland and Germany contact the Dolfi 1920 Sp. z o.o. company. They will provide a professional and efficient service, collecting the damaged luggage from you and either delivering it after repair or supplying a replacement suitcase if repair proves to be impossible.

Damage on routes to Poland or Germany

If the complaint relates solely to damaged suitcases and/or bags and is confirmed by a PIR, then we would suggest that passengers travelling to Poland and Germany contact the Dolfi 1920 Sp. z o.o. company. They will provide a professional and efficient service, collecting the damaged luggage from you and either delivering it after repair or supplying a replacement suitcase if repair proves to be impossible.

telephone: 801-1920-20, e-mail: info@dolfi1920.pl

Delayed baggage (baggage missing on arrival)

1. Report the loss

If, on arrival, you ascertain that your baggage is missing, please notify us of the matter immediately and complete a Property Irregularity Report (PIR). You will then receive official confirmation of its receipt, together with a reference number, such as, for example, WAWLO0123. Please retain this document until your complaint has been resolved.

Your baggage will be sought using the World Tracer international baggage search system. You can follow the process on the Internet by using the PIR reference number.

2. If your baggage is not found within five days of lodging the report, please contact:

LOT Polish Airlines S.A.
Central Baggage Search Office
Warsaw-Okęcie International Airport, ul. Żwirki i Wigury 1
00-906 Warszawa
fax: +48 22 650-25-54

and provide a precise list of the contents of the baggage in order to enable the detailed search procedure to continue. If you wish, you can use the ‘list of contents' form.

3. Once the baggage is found, we will deliver it, at the airline's cost, to the address provided on the PIR.


Lodging a damaged baggage complaint

The claim must be lodged in writing and may be sent by post or fax to the following address:

LOT Polish Airlines S.A.
Complaints and Damaged Baggage Section
ul. 17 Stycznia 39
00-906 Warszawa
fax: + 48 22 606-62-91

or complete the online complaints form

Online complaints form

Documents required in order for a complaint to be investigated:

  • a description of the damage;
  • a print-out of the PIR, when the damage has already been reported at the airport;
  • travel documents: ticket stub, boarding card and baggage claim ticket;
  • invoices for the repair of the baggage;
  • a statement confirming that the baggage is irreparable and, if possible, a receipt documenting the value of the damaged suitcases/bags;
  • in addition, for complaints regarding damaged or missing contents, a list of the items in question and receipts giving proof of their value.

LOT Polish Airlines S.A. bears no liability for any damage to the aesthetic qualities of the baggage which arises from its normal use, namely scratches, abrasions or denting; neither does the airline bear liability for damage arising from overloading and over-packing, burst seams or broken zipper teeth.

In addition, the airline bears no liability for damage arising as a result of actions carried out in accordance with the regulations and requirements of state authorities, including security, and/or passengers failure to comply with the aforementioned laws and requirements.

Lodging a complaint regarding the delayed delivery of baggage

Should your baggage be found and delivered after a delay, any complaints in this respect must be lodged within twenty-one days of its receipt.

The claim must be lodged in writing and may be sent by post or fax to the following address:

LOT Polish Airlines S.A.
Complaints and Damaged Baggage Section
ul. 17 Stycznia 39
00-906 Warszawa
fax: + 48 22 606-62-91

or complete the online complaints form

Online complaints form

Requisite documents:

  • a print-out of the Property Irregularity Report;
  • travel documents: ticket stub, boarding card and baggage claim ticket;
  • originals of the documents confirming the costs incurred.

In the case of a delayed baggage delivery in a country other than that in which the passenger is domiciled, LOT Polish Airlines will provide a refund of the costs incurred for the purchase of the basic necessities required while awaiting the delivery, namely toiletries, underwear and clothing, to a sum not exceeding USD 100. The purchase of cosmetics, perfumes and other non-essential items will not be refunded by the airline.

Lodging a lost baggage complaint

If, despite the search process, your baggage is not found, please send your claims documents to LOT Polish Airlines.

The claim must be lodged in writing and may be sent by post or fax to the following address:

LOT Polish Airlines S.A.
Complaints and Damaged Baggage Section
ul. 17 Stycznia 39
00-906 Warszawa
fax: + 48 22 606-62-91

or complete the online complaints form

Online complaints form

Requisite documents:

  • a description of the baggage together with a list of the contents and an evaluation of their worth;
  • travel documents: ticket stub, boarding card and baggage claim ticket;
  • invoices or receipts documenting the value of the items in question.