Delayed or lost baggage
We do our outmost to deliver your baggage on time, but sometimes things don’t go as planned. Whatever the reason of your bag delay, you can rest assured that we will do everything in our power to find your bag as soon as possible.
Report delayed baggage
Report your delayed baggage online for faster handling. Please note that in some countries you may be required to sign a customs declaration form before leaving the airport. Once you've selected "Report delayed baggage" in our self-service service tool, you can find out which airports it applies to.
As soon as we've located your bag, we'll contact you to arrange a time for delivery. If you have not signed a customs declaration, you will need to collect your baggage at the airport.
If you can't report your delayed baggage online, you can go to the baggage service at the airport. The baggage service will help you create a delay report, known as a PIR, which documents that the baggage is delayed or lost. The report contains a 10-character reference number / PIR number (5 letters and 5 digits, e.g. ARNSK12345). Using this reference number, you can keep track of the status of your registration and track your baggage online. You can choose to have a copy of the report sent to you by email or printed as a hard copy.
To make it easier to identify your baggage, we recommend you to keep your baggage receipt. If you don't have your paper receipt with you, you can find it digitally in your SAS App under "My trips" or in your email.
Compensation for delayed baggage
If your baggage is delayed more than 24 hours on departure and you need to buy toiletries and other essential items, we will reimburse you for costs within reasonable limits. Remember, it's your responsibility to try to keep your costs down. Save all receipts for things you want to claim compensation for later.
If your baggage is delayed on your return trip, we expect that you already have the essential items you need, which means that the cost of such items is not reimbursed by SAS.
If you haven't received the baggage within 21 days, it will be considered lost. In this case, you're entitled to compensation for the value of your lost baggage up to SDR/XDR 1 288.
SAS follows the international regulations and guidelines for compensation of lost baggage. More information can be found in our general Conditions of Carriage
Apply for compensation
To get reimbursed for your expenses caused by the baggage delay, you must apply for compensation on our website. The request must be submitted no later than 21 days after you received your baggage. Your delay report (PIR) and receipts for all expenses must be included.
To get compensation for lost baggage, your must submit your claim on our website no later than 7 days from the date we consider your baggage as lost.
If you have a home or travel insurance, please contact your insurance company to see if your policy will reimburse you for your baggage.
If the bag is found after 21 days, we'll contact you to arrange delivery.
Trace your baggage online
If you have reported that your baggage is delayed and received a copy of the PIR report, you can track the location of your bag via World Tracer. To log in, please enter your reference number (PIR number) and last name.
Please note that the PIR number is not the same as the number on your baggage receipt.