As frequent travelers, we know that luggage can get lost and might not arrive at the destination airport. This is exactly what happened to us during our flight from Berlin to Barcelona while we were on our Costa Brava road trip. It was particularly frustrating because the missing suitcase contained many new clothes from our recent trip to Tokyo.
In this guide, we’ll show you what we did to get our suitcase back, what rights you have in such a situation, and what kinds of compensation are possible.
Table of Contents: Ryanair Lost Luggage
Damage Report: Reporting Lost Luggage at the Airport
When you’re standing at the baggage carousel and everyone else has already picked up their luggage, the realization eventually hits: something is wrong. This is exactly what happened to us. The first thing you should do in this situation is to report the lost luggage immediately at the Lost Property Desk at the airport.
After reporting the lost luggage, the Lost Property Desk will issue a Property Irregularity Report (PIR), which you will receive on-site. Our damage report was titled “Rapport Ontbrekende Bagage,” which means “report of lost baggage” in Dutch.
Why the Reference Number and Baggage Tag Are Important
As you can see in the picture, the damage report includes labels in English, Dutch, and German. While this may seem a bit chaotic at first glance, it’s ultimately not an issue.
What’s particularly important on the damage report is the 10-digit reference number, which is listed under the term “Dossiernummer.” You will need this number every time you contact the airline or its subcontractors to follow up on your case.
Equally essential are the ticket number and the baggage tag number, also known as Baggage Recu. This number is found on the small paper slip that is attached to your suitcase at check-in. Unfortunately, we hadn’t taken that slip with us.
At BER Airport in Berlin, there is a self-check-in system for luggage. You weigh your suitcase yourself and receive the baggage tag, which you attach to the suitcase handle. At the end, there is usually a small slip with the number on it, but we forgot to take it. Luckily, the staff at Barcelona Airport were able to retrieve the number based on the details we provided.
When filing the damage report, you’ll also need to provide details about your suitcase’s appearance, such as its color, whether it’s a hard or soft-shell suitcase, and any additional distinguishing features.
Filing a Damage Report with Ryanair to Claim Compensation
After informing the airport, you must submit a claim to Ryanair for the lost luggage. You can do this through this link to the Ryanair Baggage Claims page.
On the claim page, you will need to enter your name, ticket number, and the 10-digit reference number from the damage report. Be sure to submit the claim as soon as possible, as there are deadlines you must meet.
In the form, you can claim compensation for the contents of your lost suitcase. Simply list the items, indicate their costs, and upload purchase receipts.
Since our suitcase mainly contained clothing from our recent trip to Japan, which had taken place just a week earlier, we uploaded a screenshot of our bank statement as proof of purchase.
Finally, we added up the total value of the items in the suitcase and submitted it. With that, everything was done, and we were informed that we would receive updates by mail or email. Additionally, you can track the status of your lost luggage claim online using this link.
What We Did to Get Our Suitcase Back Quickly
Over the following days, we made regular calls to the Lost Property Desk in Barcelona every morning. The staff informed us that they had not received any response from Ryanair’s Lost Property Desk in Berlin, which is why they couldn’t provide us with any updates.
Telephone numbers lost and found office in Barcelona:
- 0034 932 596 251
- 0034 932 596 252
We then did our own research and called the Lost Property Desk at BER Airport in Berlin. At first, we couldn’t reach anyone. However, we eventually received an email address for the company responsible for baggage handling for Ryanair customers in Berlin.
An email was sent to the company in charge of baggage handling at Berlin Airport. Additionally, the company responsible for flight operations at Barcelona El Prat Airport and Ryanair’s official email address were included in CC.
- Berlin Airport – Ryanair Baggage Handling: ber.lofo@swissport.com
- Barcelona Airport – Ryanair Baggage Handling: bcnlf@azulhandling.com
- Ryanair: impressum.de@ryanair.com
We wrote the email in English because, based on our conversations with Berlin Airport staff, we noticed that English was the more commonly used language there.
Subject: Status Inquiry Regarding Lost Luggage (FR 132, PIR: BCNFR73673)
Dear Sir or Madam,
on August 15, 2024, we flew from Berlin to Barcelona on Ryanair flight FR 132, departing at 8:55 AM. Unfortunately, one of our pieces of luggage has not arrived in Barcelona.
As required, we reported the missing luggage at the Lost Property Desk in Barcelona and received the Property Irregularity Report (PIR) with the reference number BCNFR73673. Our additional details are as follows:
- Ticket Number: UIKNGT
- Baggage Receipt Number: FR854976
- Last Name: Heid
Over the past few days, we have been in regular contact with Ryanair’s baggage department at Barcelona Airport. We were informed that there has been no response from the responsible parties at Berlin BER Airport to their inquiries. This situation is, of course, very frustrating for us, and we are now reaching out to you directly in the hope that you will address this issue.
Could you please provide us with an update on the status of our luggage or at least respond to the loss inquiries from Barcelona Airport?
Thank you very much for your assistance.
Best regards,
Responses to Our Email About the Lost Ryanair Luggage
Only five minutes after we sent our email, we received a response from Ryanair’s baggage handling team at Barcelona Airport. They once again confirmed that the baggage handlers in Berlin had not responded to any of their messages or inquiries.
Two hours later, we finally received a reply from the baggage handling team at Berlin Airport for the first time. They responded to our email with the good news that our suitcase had been found and would soon be flown to Barcelona.
Shortly afterward, a baggage handler in Barcelona called us to discuss when and where the suitcase should be delivered on the Costa Brava. The next evening, our missing suitcase was delivered to our holiday apartment in Tossa de Mar.
We cannot say for certain whether our email ultimately led to the suitcase being found. However, it was the only communication to which the Ryanair baggage team in Berlin responded. Therefore, it’s advisable not to rely solely on one form of communication in such situations but to follow up with phone calls as well.
Your Rights in Case of Lost Luggage
If your suitcase gets lost, you are entitled to compensation as a traveler under the Montreal Convention. The compensation is limited to around 1,600 Special Drawing Rights (approximately 2,000 euros). You can be reimbursed for the cost of essential replacement purchases made after the loss of your luggage. Make sure to keep all receipts and invoices to submit them to the airline. Additionally, you are entitled to a refund of the baggage fees if your luggage is not delivered.
For detailed information on your rights and how to enforce them, visit the following page: Flightright – Delayed or Lost Luggage: Your Rights and Claims.
Information and Help Page for Ryanair Lost Luggage: Link
Ryanair Lost Luggage: Our Tips in Case You Find Yourself in This Situation
- Distribute your belongings across multiple suitcases: If you’re not traveling alone, it’s a good idea to share your items with your travel companion across different suitcases. This minimizes the risk of being left without clothes if one suitcase gets lost.
- Always keep your baggage tag number: This number makes it much easier for the airline to locate your suitcase.
- Pack important items in your carry-on luggage: Items that are particularly important to you should always be carried in your hand luggage.
- Keep receipts for valuable items: If you have expensive or irreplaceable items in your suitcase, make sure to keep the receipts. These can be crucial in case you need to claim compensation.
- Label your luggage clearly: Use eye-catching luggage tags or mark your suitcase with colorful ribbons or stickers. This not only helps you identify your suitcase easily but also reduces the chances of mix-ups at the baggage carousel.
- Make a list of your suitcase contents: It’s helpful to keep a list of the most important items in your suitcase. In case of loss, this will make it easier to prove what was inside and estimate the value of the lost items.
- Consider purchasing travel insurance: Think about whether it’s worth getting travel insurance, especially if you’re carrying valuable items. This can provide extra protection in case your luggage is lost or damaged.
- Take a photo of your suitcase before your trip: A photo of your suitcase can be very useful to show the airline or Lost Property Desk its exact appearance in case it gets lost.