Step 1: Wait at the baggage belt and report it immediately
Is your suitcase still not on the belt after 30–40 minutes? Then do NOT leave the baggage hall before you have reported it. Once you are through customs, you are administratively 'outside the airport' and your claim becomes more complicated.
Do this straight away:
1. Go to your airline's baggage desk — still in the baggage hall
2. Ask for a PIR form (Property Irregularity Report)
3. Fill in the form with your flight details, a description of the suitcase and your contact details
4. Keep the copy — this is your claim number
Good to know
More than 80% of missing suitcases are found and delivered within 48 hours. In most cases the suitcase missed a connection or was loaded incorrectly — it was not actually lost.
Step 2: Filling in the PIR form — this is important
The PIR form is the basis of your claim. Fill it in as completely as possible:
- Flight number and date
- Suitcase colour, brand and model (e.g. black Samsonite trolley case)
- Distinctive features (stickers, padlock, labels)
- Rough contents (clothing, electronics, toiletries)
- Baggage tag number (the sticker you receive at check-in — always keep it)
Without a PIR form you are not entitled to compensation — not even through your travel insurance.
Step 3: Reporting a damaged suitcase
Is your suitcase damaged but present? Report it at the baggage desk straight away as well:
- Do not accept it and walk away — you would lose your right to claim
- Take photos of the damage before you go to the desk
- Ask for a Damage Report (separate from the PIR form)
- Minor damage (handles, wheels) is sometimes compensated on the spot, or the suitcase is replaced
Please note: wear and tear and scratches are usually not covered. Dents, broken handles and broken locks are.
Good to know
You have the right to refuse a damaged suitcase at the baggage belt. Always report the damage before you leave the baggage hall — after that, it is harder to prove.
Your rights with missing luggage (Montreal Convention)
International flights fall under the Montreal Convention — a treaty that sets out your rights as a passenger:
If your luggage is delayed:
- You are entitled to reimbursement of essential purchases (clothing, toiletries)
- Keep all receipts — these are your evidence
- Maximum compensation: approximately 1,519 SDR (approximately €1,800) per passenger
If it is permanently lost:
- After 21 days, luggage is officially declared 'lost'
- You are entitled to maximum compensation of approximately €1,800 per passenger
- Plus additional compensation through your travel insurance if you have it
If it is damaged:
- Claim within 7 days of receipt — after that the right lapses
How long does it take and how is your suitcase delivered?
After submitting your PIR form:
- Within 24 hours: you receive a tracking link or reference number
- Within 48 hours: 80% of suitcases are found
- Delivery: the suitcase is delivered to your home free of charge as soon as it is found
- After 5 days: get in touch for an update
- After 21 days: officially considered lost — start your claim
Tip: you do not need to wait at Schiphol. Go home and wait for the delivery. In the meantime, buy essentials and keep the receipts.
Getting home despite missing luggage
Whether your suitcase is missing or on the belt — your journey home simply goes ahead. AMS Taxi Schiphol picks you up upstairs at Departure Hall 2, even if you only have hand luggage. The driver waits if there is a delay — even if your baggage procedure takes longer than expected.
Book your taxi from Schiphol to home in advance, so that is at least one thing you do not have to worry about.
