Damaged, lost and delayed baggage
If your baggage does not arrive with you, report it immediately to the Lost & Found office or Arrival Service of the last carrier you flew with.
If for any reason you are unable to report delayed baggage immediately, please do so in writing within 21 days of your arrival.
With your help, the staff at the Lost & Found office will fill out a form with details of the missing (delayed) baggage , begin a baggage search and provide you with all further information.
Baggage which does not arrive with you is initially treated as delayed. In the majority of cases we are able to locate it within the next 36 to 48 hours at one of the airports through which you have travelled. We then transmit a request for the delayed baggage to be sent by the quickest route to the airport where you reported the delay.
When your baggage reaches Ljubljana Jože Pučnik Airport we immediately notify you and at the same time arrange delivery or pickup. Delayed baggage is tracked on a daily basis. Once the baggage arrives, we notify the passenger or arrange delivery as soon as possible, depending on the availability of transport and the agreed delivery location/address.
Please, contact the station where your delayed baggage report was made (for baggage delayed for less than five days).
T: +386 4 259 4339
(8.00 a.m. to 10.00 p.m.)
and delayed/lost baggage (baggage delayed for more than five days)
Passenger Relations Centre
T: +386 (0) 4 259 4355
(9.00 a.m. to 12.00 a.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.
Am I entitled to compensation for delayed baggage?
Passengers arriving in a destination which is not their place of permanent residence are entitled to reimbursement of the cost of urgent purchases while waiting for their baggage. Passengers are requested to submit a list of purchases with original receipts along with the other documentation.
” We will make every effort to ensure that you are reunited with your baggage as quickly as possible, or suitably compensated if your baggage is lost or damaged.
If your baggage is not found within 3 to 5 days of your reporting it missing, please send us the completed Inventory form that you received along with the other instructions when you reported your missing baggage. An inventory of the contents will help us in our search.
Am I entitled to compensation for lost baggage?
The compensation to which you are entitled is based on the inventory of lost items. In calculating compensation for lost baggage, the age and value of the items are taken into account, along with original proof of purchase.
The carrier does not offer compensation for items not accepted as checked baggage in accordance with the general conditions of carriage.
” Baggage not found within 35 days of being reported missing is counted as lost.
Damaged baggage should be reported immediately on arrival; if damage is not noticed until later, the time limit for submitting a written report is 7 days after arrival.
A written claim must be accompanied by your airline ticket, baggage check and repair bill or statement of irreparable condition together with a purchase receipt or quotation for the purchase of replacement baggage.
Am I entitled to compensation for damaged baggage?
We will reimburse you the cost of repairing baggage on the basis of a receipt. If your baggage is in irreparable condition, we will reimburse you the amount necessary to purchase replacement baggage, less depreciation (-10% annually).
” The carrier does not offer compensation for minor damage to baggage occurring during carriage (e.g. scratches, stains, etc.).
Who is responsible for my lost or damaged baggage?
According to international conventions and IATA recommendations, responsibility for passengers' baggage lies with the last carrier (in cases where the passenger travels with more than one airline).
The last carrier is also obliged to carry out a baggage search, arrange delivery, and deal with any claims from passengers in connection with damaged baggage. Despite this, you have the option of submitting a claim to any carrier, in cases where you have travelled with more than one airline.
Who pays compensation for mishandled baggage?
The Adria Airways central compensation office receives and processes all passenger compensation claims relating to mishandled checked baggage.
Compensation is paid on the basis of the provisions of the Montreal Convention and common practice within the Star Alliance.
” Lost or damaged baggage is the responsibility of the last carrier.