Delayed, lost or damaged baggage
If your baggage is delayed or lost despite our care and attention, we will do our utmost to return it to you as quickly as possible.
On this page:
When you arrive
If you find that your baggage is missing when you arrive, please report this to us straight away. In the customs hall at each airport, you will find a baggage service desk where you will be able to complete a Property Irregularity Report (PIR). At Amsterdam Schiphol Airport, please go to the desk next to baggage claim area 14 in arrivals hall 2.
If you were unable to complete a PIR when you arrived at the airport, you will have 21 days to do this at the airport at which you arrived. Once this period has expired, we will no longer be able to process your report.
Once you have completed a report
We will do our best to return your baggage to you as soon as possible. Once your baggage has arrived, we will contact you to arrange delivery. Until this point, you will be able to view the status of your baggage online.
View the status of your missing baggage
After three days
If your baggage has not been found within three days, you will have 21 days after your arrival to complete a Baggage Questionnaire and Inventory Form. This will only be possible if the reference number for your file starts with ‘KL’. We will be able to use this form to take further steps to locate your baggage.
If your file has a different reference number, please contact the airline to which you submitted your report.
Read more about the Baggage Questionnaire and Inventory Form
Damaged baggage
Normal use of your baggage may result in scratches, marks and dents on your baggage and in other minor damage. We are not liable for this.
If you discover other, bigger kinds of damage to your baggage, please report this to us as soon as you arrive. If this is not possible for some reason, you will have 7 days to submit your written claim to Customer Care.
Send an e-mail to Customer Care
If there is something missing from your baggage
If the entire contents, or some of the contents of your case are missing as a result of damage or theft, you should report this as soon as you arrive at the airport. Theft that has not been reported when you arrive can be reported to Customer Care within 7 days of your arrival. Unfortunately, if you submit a report after this period, we will no longer be able to accept it for processing.
Read more about baggage in Article VIII of the General conditions of transport
Send an e-mail to Customer Care
Arrival Services Schiphol
As a Business Class passenger or Flying Blue, Gold or Platinum member, you can use our Arrival Services area at Amsterdam Airport Schiphol to report any baggage that is missing or damaged. We will also be pleased to reserve a hotel for you if you are unable to continue your journey because your flight has been cancelled. You can enjoy a cup of coffee or tea, use the free Internet service or relax in one of the spacious easy chairs if you need to wait.
You will find Arrival Services next to baggage claim area 14 in arrivals hall 2, next to the general desk for reporting missing or damaged baggage.