Problems with baggage
Should have any problems with your baggage, then before you leave the baggage claim area, please contact our LOST & FOUND Office in order to submit a formal report.
Damaged baggage (damage to a suitcase/bag, damaged content, items missing in the content)
If you notice that your baggage has been damaged upon arrival, report it immediately at the Lost & Found office. You can then complete a damage report either at the office or online by scanning the QR code available in the baggage claim area. After submitting your report, you will receive an official confirmation with a reference number.
Important: keep the damage report, the damaged baggage, and your travel documents until the case is closed.
If you fail to report the damage upon arrival at the airport and claiming you baggage, you may still notify us in writing within seven (7) days after you claimed your baggage. However, you must then produce evidence that the damage occurred whilst the baggage was in care of the airline concerned.
PLL LOT S.A. bears no liability for any damage to the aesthetic qualities of the baggage which arises from its normal use, i.e. scratches, abrasions or dents; neither does the airline bear any 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.
It is also recommended not to attach tags or any additional items to your baggage, as they may be damaged or detached during transport, or cause damage to other baggage.
Delayed baggage (baggage missing on arrival)
If, upon arrival, you notice that your baggage is missing from the carousel, you must immediately report this at the Lost & Found office and then complete a Property Irregularity Report (PIR) either at the office or via the online self-service system by scanning the QR code available in the baggage claim area. You will receive an official confirmation of your report/PIR with a reference number (e.g., WAWLO10123). Keep this document until the case is resolved.
Your baggage will be traced through the international World Tracer system. You can access it by visiting the website using the button below and entering your PIR reference number.
Self-service damage reporting and baggage tracking system
In the event of delayed baggage outside the passenger’s country of residence, we guarantee reimbursement of documented expenses for the purchase of essential items during the waiting period (toiletries, underwear, clothing) up to 100 USD per person. Purchases of cosmetics, perfumes, or other non-essential items will not be reimbursed. A documented claim must be submitted within 21 days from the date of baggage delivery.
If your baggage is not located within 5 days from the date of the report, please contact us at the address below:
LOT Polish Airlines S.A.
Central Baggage Tracing Office
Warsaw-Okęcie International Airport
1, Zwirki i Wigury Str.
00-906 Warsaw, Poland
e-mail: baggage.search@lot.pl (opens in a new tab)
and provide a detailed list of the contents of the baggage in order to enable the detailed search procedure to continue. Use the Baggage Inventory Form (list of contents). The document should be printed, filled in and sent to the Central Baggage Tracing Office.
Once the baggage is found, we will deliver it, at the airline's cost, to the address provided in the PIR.
Lost baggage
If your baggage is not found despite the search process, please send complaint documents to PLL LOT.
A complaint claim must be made in writing and can be delivered by regular mail to the following address:
LOT Polish Airlines S.A.
Claims Department
43, Komitetu Obrony Robotnikow Str.
02-143 Warsaw, Poland
or fill in the form:
Required documents:
- a description of the damage
- a print-out of the baggage damage report or missing baggage report/PIR
- travel documents (ticket number or reservation reference number, boarding card and baggage tag sticker)
- invoices for the repair of the baggage
- a certificate confirming that the baggage is irreparable and, if possible, a receipt documenting the value of the damaged suitcases/bags
- for complaints regarding damaged or missing contents, additionally a list of the items in question and receipts giving proof of their value.
- for lost baggage: a description of the baggage and its contents (Baggage Inventory Form), as well as a valuation and receipts evidencing the value of the items concerned
Deadlines for reporting a baggage damage
Reservations regarding baggage claimed may be submitted within legally provided deadlines.
- Damage, missing items - within 7 days after the baggage is claimed
- Refunds for purchases in the case of delayed baggage - within 21 days after the baggage is claimed
According to regulations, the passenger has 2 years from the date of travel to pursue claims against the carrier in court. After this period, the right to compensation expires and claims will no longer be considered.