Delayed, Lost and Damaged Luggage
Missing luggage should be reported at the airport immediately at the Lost & Found service of the last carrier you flew with.
They will help you prepare a report on the missing luggage will look for the luggage and will handle the matter for you from then onwards.
Missing luggage is first classified as delayed. In the majority of cases it is found at one of the airports that you travelled through.
You can check the latest information on your missing luggage at the WorldTracer global misrouted luggage service with the help of your reference number and the name under which the missing luggage was reported.
What should I do if my luggage is lost?
Passengers should report missing luggage at the airport as soon as they notice that it has not arrived; if this is not possible, the deadline is 21 days. Damage to luggage should be reported immediately after the flight; if the passenger only notices it later, the deadline for reporting such damage is 7 days. It is necessary to submit the original documents (luggage claim slip and ticket). Like the majority of other airlines, Adria is included in the international WorldTracer system for misrouted luggage.
Like most airlines, at Adria we can do a comprehensive computerized global search for missing luggage for up to 100 days.
When luggage arrives at the airport in Brnik, we notify you of this and make arrangements for you to claim it. You can call the airport on +386 (0)4 25 94 339 between 8 am and 10 pm.
You can view your report through the international WorldTracer system for misrouted luggage, which our airline is also a member of. You need the reference number of your report and the name of the person under which the missing luggage was reported.
If we do not find your missing luggage through the WorldTracer system in three to five days, send us the completed Inventory Form that you received together with other instructions when you completed your report. The inventory of luggage contents will help us in searching further.
Responsibility for Lost, Delayed or Damaged Luggage
According to international conventions and recommendations of the IATA, responsible for the luggage is the last carrier (in case where the passenger is traveling with several airlines). Last carrier is also obliged to keep a search of luggage, arranging delivery and processing any potential passenger claim related to damage to baggage. Nevertheless, the passenger has the option to file the claim to any of the carrier where passenger is traveling with several airlines.
Compensation for delayed, lost and damaged luggage
Passenger Relations Centre accepts and resolves claims of passengers in the event of improper handling of registered luggage. Refunds are made on the grounds of the Montreal Convention and the common practice within the Star Alliance group.
Refunds are made on a basis of provided receipt of luggage repair. In case of irreparable damage amount of your refund for the purchase of replacement luggage will be at cost price for luggage of same quality and size less depreciation (-10% annually). In case of minor damage to luggage arising from transport (eg, abrasions, stains, etc.) the carrier does not recognize compensation.
Passenger, non-resident at final destination whose luggage was delayed, is entitled to reimbursement for urgent purchases for the time of locating and returning his luggage. The passenger must support his luggage claim with a list of other documents (airline ticket/boarding pass, baggage check) with the original purchase invoices. For further information, please contact our Passenger Relations Centre.
Compensation is based on an inventory of lost items. When calculating the compensation for lost luggage we take into account age, purchase value of items and original proof of purchase. For items unaccepted as luggage in accordance with our general conditions of carriage, transported either as checked or unchecked luggage, the carrier does not recognize compensation.