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TUI Lost Baggage: How to Get Compensation for Delayed and Damaged Luggage

TUI Lost Baggage: How to Get Compensation for Delayed and Damaged Luggage

Joanna Teljeur
Written By Joanna Teljeur
Last Updated: April 22, 2024

Lost baggage can be one of the most unsettling situations for travelers, and if you’re away from home when this happens, then it’s even worse. But whether you’ve had in issue with damaged, delayed, or lost baggage, the good news is that you have passenger rights that entitle you to compensation. 

So, if you’ve flown with TUI and encountered a baggage mishandling issue, then you’re in the right place because we’re going to show you all the steps you need to take in order to get the compensation you deserve from TUI.

Has your flight been canceled or delayed? If it has did you know you are entitled to compensation? Check below to see if your flight is eligible.Check eligibility

Key Points

  1. You can be compensated up to $1,728 (€1,599) from TUI for damaged, delayed, or lost baggage.
  2. Baggage compensation isn’t automatic. You must follow specific step within certain time frames to get reimbursement.
  3. You passenger rights for lost baggage are protected under the rules of the Montreal Convention. 

Your Rights as a Passenger

Because TUI is based in Germany, your passenger rights for baggage mishandling are protected by the Montreal Convention. Based on these rules, TUI is required to compensate you for up to $1,728 (€1,599) if your baggage is lost, delayed or damaged.   

TUI Lost and Delayed Baggage

What Causes Lost and Delayed Baggage

While many factors can contribute to baggage mishandling, the main causes are usually one or a combination of the following:

  • Human error
  • Labor shortages
  • Technological problems 
  • Mechanical problems
  • Outdated technology
  • Poor communication

Reports vs. Claims

While these to terms are often used interchangeably, it’s important to understand the difference between these terms if you’re hoping to be compensated for lost baggage.

A Report: Making a report is the first step you must take when you realize your baggage is missing or damaged.

A Claim: Making a claim is the second step you need to take. This is the step where you ask TUI for compensation.

Lost & Delayed TUI Baggage

Lost & Delayed Baggage

If you land at your final destination and realize your baggage is missing, the first thing you should do is wait for at least a half hour. Baggage can sometimes take as long as an hour to reach the baggage carousel. 

If you’ve waited for a half hour and your baggage is still missing then take the following steps:

  1. Find the TUI Baggage Service Desk
  2. Tell the TUI agent your baggage is lost
  3. Complete a Property Irregularity Report (PIR)

After you complete the PIR, you can use the PIR number to track your baggage and its status.

Essential purchases

Of course if you’re away from home, you’ll need to purchase some toiletries and clothing since your baggage is missing. Remember that if you do make any purchases because your lost baggage, keep track of your receipts because you can file them as part of your compensation claim.

What happens next

TUI agents at the airport where you arrived will track your bags for the first 5 days that it’s missing, so if you need to contact them, be sure to call that airport. You can find the necessary contact information on your PIR.

Are you on holiday? If you are then you should contact the holiday rep via chat on your TUI app. The agent can help you with your lost baggage and give you more information about essential purchases you may need to make while your bags are missing. 

Call +44 2038303111 or text 80247.

If your baggage is missing more than 6 days

If you’ve been waiting for 6 days and your baggage still hasn’t been delivered to you then you should contact TUIs Baggage Services Department.

  • Phone: 0333 577 0300 
  • Email:

Be sure to have your:

  • PIR number
  • flight details 
  • Photos of your baggage
  • Your luggage info
  • Description of the contents

How to File a Claim with TUI for Lost Baggage

To file a lost baggage claim with TUI, go to their dedicated claims page.

When to file your claim

You have 21 days from the date you received your baggage to file your claim.

TUI Baggage Claim Time Frames

Documents you’ll need

  • PIR number
  • Government issued photo ID
  • Flight number, ticket receipt, or boarding pass
  • Receipts from essential purchases or rentals
  • Receipts for items that were in your bags

What happens next

After you you file your claim with TUI, wait for an agent to contact you to inform you of their decision.

Damaged Baggage

If your baggage is damaged then you should make a report at TUI’s baggage information desk. Try to make your report before you leave the airport.

  1. Find the TUI baggage information desk 
  2. Complete the Property Irregularity Report (PIR)
  3. Take photos of your damaged belongings

After you make your report, go to where you can set up delivery of a replacement bag. You can also contact them by email at:

If you’ve already left the airport

If possible, return to the airport and file a damaged baggage report, but if you can’t do this, then make sure you file a report within 7 days.

Checked Baggage Claim

How to File a Damaged Baggage Claim with TUI

Once you’ve filed your report, you can file a damaged baggage claim by visiting It’s important to understand that not all damage will be covered in a compensation claim.

What is not covered in a damage compensation claim

  • Normal wear-and-tear
  • Small cuts
  • Scratches
  • Damage caused by improper packing
  • Damage to fragile items
  • Cash
  • Jewelry
  • Cameras and video equipment
  • Broken zippers
  • Inconveniences
  • Faulty luggage
  • Pre Existing damage

Documents for you damaged baggage claim

  • File reference number or PIR number
  • Government issued photo ID
  • Flight number, ticket receipt, or boarding pass
  • Photos of the damage
  • Receipts 

What to do next

After you’ve filed your damaged baggage claim, a TUI representative will contact you about their decision.

About TUI

TUI (Touristik Union International) is an airline owned by the TUI Group based in Hanover, Germany. TUI has 134 aircraft in its fleet.

Here at AirAdvisor we're working to add baggage claims to our services, but while we’re preparing this service, we want to give you as much information as possible so you can claim compensation for baggage mishandling on your own.

We assume all legal costs

All you have to do is submit the application and wait for the compensation to be received.

People Also Ask

I was bumped off my flight because it was overbooked. Can I get compensated for that?

Yes, you can! You have air passenger rights that entitle you to denied boarding compensation in the US, EY, UK, and in Canada.

How are my passenger rights protected if I’m flying somewhere that isn’t part of the Montreal Convention?

If you’re flying internationally to a country that hasn’t ratified the Montreal Convention, then the rules of the Warsaw Convention would apply.

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