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Delayed, lost or damaged baggage

If your baggage is delayed or lost despite our care and attention, we will do our very best to return it to you as quickly as possible.

Reporting delayed baggage

If you discover in the baggage claim area that your baggage is missing, please immediately go to the Baggage Service Office in the customs hall of the airport. At Amsterdam Airport Schiphol this office is located in the baggage claim area opposite baggage belt 9.

At the Baggage Service Office your baggage claim will be registered and then you will receive a Property Irregularity Report (PIR) with a personal reference number. You need this number to check the status of your delayed baggage. Once your baggage has been found, we will contact you to arrange delivery.

You should have received a baggage claim tag for every bag that you checked in before departure. Make sure to save these tags until you have received all of your baggage.

Reporting delayed baggage online
You can also report your delayed baggage online (within 2 days), for flights operated by KLM or AIR FRANCE, in these cases:

  • Your KLM flight departing from one of selected destinations  was cancelled after you dropped off your bag(s), but your bag(s) were not returned to you, or:
  • You arrived at one of selected destinations  but your baggage did not arrive with you

Check the list of selected destinations 

Reporting delayed baggage online

Property Irregularity report

Tracing delayed baggage

With the last name and the file reference number indicated on your Property Irregularity Report (PIR), you can check the status of your delayed baggage online via the World Tracer tool.

Trace your delayed baggage 

Baggage not found within 3 days

If your baggage is not found within 3 days, you can use the World Tracer tool to fill out a Baggage Inventory and Claim Form (BICF) online.  This BICF will automatically be shown to you online, when your baggage is not found within 3 days. Please enter your last name and file reference number. By providing more details we can then refine our search. This information will help us in returning your baggage as soon as possible.

In the unfortunate event that we were not able to trace baggage after 21 days, the BICF will be sent to KLM Customer Care. We will then contact you for settlement of your Baggage Claim.

Damaged baggage

Normal use of your baggage may result in scratches, marks and dents on your luggage 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. Or you can send a written claim to Customer Care within 7 days after arrival.

Send an e-mail to Customer Care

If something is missing from your baggage

If any contents of your baggage are missing as a result of damage or theft, you should report this immediately after arrival at the Baggage Service Office at the airport.

Theft that has not been reported when you arrived can be reported to Customer Care within 7 days of your arrival. After this time we unfortunately can no longer handle your request.

Send an e-mail to KLM Customer Care

Premium Arrival Room Schiphol

As a World Business Class passenger or a Flying Blue Gold or Platinum member, you can use our Premium Arrival Room at Amsterdam Airport Schiphol to report any delayed or damaged baggage.

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 refreshment, use the free Internet service or relax in one of the spacious easy chairs if you need to wait. 

You will find the Premium Arrival Room in the baggage claim area opposite baggage belt 9, next to the general desk for reporting missing or damaged baggage.


If your bag was lost, damaged or something was missing from it, please contact KLM Customer Care to request reimbursement of expenses and/or compensation.

Unfortunately we have limited liability, so if your bag was lost we recommend contacting your insurance company. Most insurance policies cover loss on the basis of the value of the property while, in the aviation industry, only a limited compensation per person is customary.

Send an e-mail to KLM Customer Care
Read more about KLM’s liability

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