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.

Luggage not delivered upon arrival

Your luggage has not been delivered on arrival?

Immediately report to KLM Baggage Service from Tocumen Airport. Our agents will be responsible to locate your luggage and will contact you at the time your luggage arrives to coordinate the delivery.

KLM Baggage Assistance Service:

Phone: 00 800 052 1275


Monday to Friday: 08h30 to 17h30

Saturday: 09h00 to 13h00

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 baggage claim area 14 in Arrivals Hall 2.

You are required to fill out a Property Irregularity Report (PIR) within 5 days of arrival. 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), provided that:

  • You travelled on a flight operated by KLM or AIR FRANCE and your final destination was Almaty, Amsterdam, Athens, Barcelona, Christiansand, Frankfurt, Göteborg, Helsinki, Linköping, Lissabon, Madrid, Mexico City, Paris, Milan, Oslo, Sandefjord, Stavanger, Stockholm, Trondheim or Yerevan.
  • Your KLM flight departing from one the above airports was cancelled after you dropped off your bag(s), but your bag(s) were not returned to you.

Report delayed baggage online

Property Irregularity Report

Tracing delayed baggage

With the file reference number of your PIR you can check the status of your delayed baggage online.

Also, if your baggage is not found within 3 days, you can fill out a Baggage Inventory and Claim Form online. You will be able to find this form via the link below for tracing baggage. By providing more details we can then refine our search.

Trace your delayed baggage

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

Arrival Services Schiphol

As a World Business Class passenger or a Flying Blue Gold or Platinum member, you can use our Arrival Services area 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 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.


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