Delayed, lost or damaged

We transport your baggage with care. But sometimes things don’t go as planned. If your baggage has been delayed, lost or damaged, please read below for detailed information on how to proceed.

Baggage handling

Damaged baggage

If your baggage was damaged during a flight, bring it to SAS Baggage Service immediately after arrival. All damages have to be reviewed and evaluated by the baggage service office personnel.

When you have reported the damaged baggage, the airport representative will give you a Property Irregularity Report (PIR). This is a unique file reference, connected to your baggage, and you must be sure that you receive a copy of the Property Irregularity Report.

If you have already left the airport

If you discover a damage at home, you have to return to the airport. You have to report your damage within seven days. Please note that reporting your damage after you left the airport may cause you evidential difficulties. SAS does not cover baggage that has not been reported to SAS Baggage Service at the airport and where a claim to SAS Customer Service has not been written and filed within seven days of arrival.

A Property Irregularity Report (PIR) is not considered a written claim. A written claim needs to be sent separately to SAS Customer Service within seven days after your arrival, and the claim needs to include your Property Irregularity Report (PIR) number. Please do this through our feedback form.

If your baggage needs to be repaired or exchanged for a new bag

Depending on the damages of your baggage, it will be repaired or exchanged to a similar bag.

In Scandinavia, SAS cooperates with Samsonite. Samsonite will help you repair or exchange your damaged bag. The registration to SAS Samsonite Baggage Support is considered a written claim and needs to be registered within seven days of arrival. Submit a claim to SAS Samsonite Baggage Support

If Samsonite is unable to repair or exchange your damaged bag, you need to submit a claim via SAS feedback form.

SAS is not liable for preexisting damage, including minor cuts, scratches and broken zippers because of over packing, or for wear and tear resulting from ordinary handling of the baggage.

Max liability

SAS’ liability, along with other airlines, is limited in accordance with the Montreal Convention. SAS’ liability is limited to 1,288 SDR (Special Drawing Rights = a currency exchange rate that may vary) per customer for checked and unchecked baggage, which is why it may be to your advantage to contact your insurance company for reimbursement.

SAS is not liable for damage caused by:

  • Over packing

  • Water, rain or snow

  • Fragile or perishable items inside

  • Ordinary wear and tear (cosmetic or superficial damages)

Delayed baggage

Reporting delayed baggage

If your baggage is delayed when traveling with SAS, you must report your missing baggage immediately at the airport, or through the Self Service Baggage Tool. You also need to submit a claim within 21 days from when the baggage has been made available to you.

When you have reported your baggage missing, you will be given a Property Irregularity Report (PIR) (e.g. ARNSK12345). This is a unique file reference, connected to your missing baggage, and it is important to save it until you have received your baggage.

When your delayed baggage has been reported, SAS will begin an immediate search for your bag. We will keep you updated via text message and email while we are searching. Even if you don’t receive any updates, SAS is still searching for your baggage.

When we locate your baggage, you will be contacted regarding delivery.

Delayed more than 24 hours

If your baggage is delayed more than 24 hours and you need to buy toiletries and other essential items, or you need to rent equipment because yours is delayed, we will reimburse you for these costs within reasonable limits.

Reimbursement

The exact definition of what is reasonable depends on the individual situation, the purpose and the length of your trip. SAS considers 75 EUR/person and day as a reasonable amount during a baggage delay. You have to limit your expenses to reasonable necessities. Please note that this is your own responsibility. The reimbursements of extra costs are always based on acceptable documentation, so remember to save all receipts. You need to prove the extent of your loss.

To get reimbursed for any expenses caused by the baggage delay you need to submit your claim online by completing a form, no later than 21 days after your baggage have been delivered to you. You must include your Property Irregularity Report (PIR) and receipts for all the expenses. For us to make any kind of reimbursement, you must have suffered an actual and proven financial loss.

If your baggage is delayed on your trip home, we trust that you have access to the things you need. In these cases, the costs of essential items may not be covered by SAS.

In case your baggage remains lost, any reimbursements that we have already paid will be deducted from the final settlement.

Lost baggage

In the unlikely event of your bag being missing for 21 days, you can submit a claim for lost baggage. If you have travel insurance, it’s a good idea to explore this option first. Our liability for lost baggage is limited by international regulations and guidelines, as for all other international airline carriers. It can be found in our general conditions of carriage.

Make a claim

Trace and locate your baggage

You can trace your baggage and update your delivery information via the World Tracer website a global bag-tracing and matching system. You will need your Property Irregularity Report (PIR) number that you receive when you report your lost baggage. (Please note that the Property Irregularity Report (PIR) number is not the same as your baggage tag number.)

If you need to pick up your bag at the airport, please go to SAS baggage service contact details for each airport.