Problems with baggage


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 so that an official Damaged Report can be filled.. You will then receive official confirmation of its receipt, together with a reference number. Please retain the Report until the matter has been resolved.
If you noticed the damage after leaving the airport be sure to report it in writing within the legally prescribed period of seven (7) days after your flight. You must also produce evidence that the damage occurred whilst the bag was in care of the airline concerned.

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 mentioned above laws and requirements.

Delayed baggage
(baggage missing on arrival)

Reporting 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.

Baggage tracing

In 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 the sum not exceeding 100 USD. The purchase of cosmetics, perfumes and other non-essential items will not be refunded by the airline.

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

LOT Polish Airlines S.A.
Central Baggage Tracing 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 that should be printed out, filled in and sent to LOT Tracing Office.

Baggage Inventory Form

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

Lost baggage
In case your baggage could not be located within 30 days the indemnity procedure will be launched. A required documents should be submitted to LOT Customer Claims Section.

Lodging a baggage complaint
(damaged, lost items,delayed, lost)

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

LOT Polish Airlines S.A.
Customer Claims Section
ul. 17 Stycznia 43
02-146 Warsaw
fax: + 48 22 606-62-91

or complete the

Online complaints form

Documents required in order for a complaint to be investigated:

  • a description of the damage
  • a print-out of Damage Report when the damage has already been reported at the airport or Property Irregularity Report/PIR in case of missing baggage 
  • travel documents: ticket number or reservation reference number, boarding card and baggage tag sticker
  • 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
  • documents confirming the costs incurred in case of delayed baggage (invoices for purchasing first need items)
  • Baggage Inventory Form (Baggage Inventory Form in PDF) and documents confirming the value of lost contents in case of lost baggage

Notification deadlines

You can report the damage or loss of your baggage in writing subsequently within the legally prescribed deadlines, however the evidence is then required and you must prove that the damage or loss occurred during the carriage by air.

  • Damage, lost items - within 7 days after baggage handout
  • Refunding purchases in case of delayed baggage - within 21 days of baggage handout
  • Total loss - within 2 years