Adria>Information>Damaged, lost and delayed baggage

Damaged, lost and delayed baggage

Who is responsible for my lost or damaged baggage?

Under the international convention and IATA recommendations, the last carrier is responsible for carrying out a baggage trace, arranging delivery and dealing with claims from passengers.

Delayed baggage

If your baggage does not arrive with you, report it immediately to the Lost & Found office or Arrival Service of the carrier you flew with.

With your help, the staff at the Lost & Found office will fill out a form with details of the delayed baggage, begin a baggage trace and provide you with all further information. Make a note of the number of the form.

Baggage which does not arrive with you is initially treated as delayed. In the majority of cases we are able to locate it within 24 hours at one of the airports through which you have travelled. In order to ensure that you are separated from your baggage for as short a time as possible, we monitor every case of delayed baggage on a daily basis. As soon as we receive your baggage, we notify you immediately and at the same time arrange delivery or pickup. 

Need help?

Delayed baggage
Please contact the office where the delayed baggage form was filled in (for baggage that is delayed for less than five days), or contact:

E: lost.found@adria.si
T: +386 (0) 4 25 94 339 
8.00 a.m. to 10.00 p.m.

 

Tracking delayed baggage yourself

You can check the latest information on your lost baggage yourself via WorldTracer, the worldwide computerised baggage tracing system, by entering your reference number and the name given when reporting lost baggage. You can also send us a message via the application.

We will do our best to ensure that we find your baggage and deliver it to you in the shortest possible time.

Claims for urgent purchases

Passengers arriving in a destination which is not their place of permanent residence will receive a contribution to the cost of urgent purchases while waiting for their baggage. 

For economy class passengers the contribution is €20 for every 24 hours up to a maximum of €100.

For business class passengers the contribution is €40 for every 24 hours up to a maximum of €200.

Within 21 days of the day you receive your baggage, you can submit a claim via an online form.  Your claim must be accompanied by receipts for replacement purchases, your boarding card and your baggage labels.

Lost baggage

If we have not found your baggage within 3 days of it being reported missing, send a completed List of Contents form together with a copy of your identity document to: centralbaggage.tracing@adria.si

If we do not find your baggage within 35 days, we declare it lost.

Damaged baggage

Damage to baggage should be reported immediately on retrieval of baggage. If you notice the damage later, we will only accept a damage report if it is communicated to us within 7 days of the flight.

On receiving a report of damaged baggage, we provide the addresses of repair centres where you can take your baggage. 

Am I entitled to compensation for damaged baggage?

We will reimburse you the costs of repair on submission of a receipt. If it is not possible to repair your baggage, we will reimburse you the value of the damaged baggage, less depreciation.

You can submit a claim via an online form within 7 days of retrieving your baggage.+

You must include your boarding card, baggage label and repair receipt (or a declaration from a repair centre that the baggage cannot be repaired, along with a statement of the age and value of the baggage). 

We do not pay compensation for minor damage to baggage (scuffs, stains, etc.).

Missing items

Items found aboard Adria Airways aircraft are kept in the Lost & Found office at Ljubljana Airport for a maximum of 3 months.

If you discover that items are missing from your checked baggage, you should report the theft to the police. Immediately after this, report the theft to the Lost & Found office. We cannot accept liability for missing items not reported immediately after baggage is retrieved.

You can submit a compensation claim via an online form within 7 days.  You must include your boarding card, baggage label and a copy of the police report. 

We accept compensation claims via an online form. In exceptional circumstances you may also complete a claim form and post it to us at Adria Airways, d.o.o., Customer Care, Zg. Brnik 130h, 4210 Zg. Brnik.