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.

On this page:

Reporting delayed baggage

If you discover upon arrival that your baggage is missing, please immediately go to the Baggage Service Office in the baggage reclaim areas of the airport. At Amsterdam Airport Schiphol this office is located in the baggage reclaim 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

Reporting delayed baggage online

Property Irregularity report

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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  online. This form 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, this form will be sent to KLM Customer Care.

How to contact us about delayed baggage

After reporting the missing of your baggage, you will receive a contact number. You can also reach us 24/7 via Facebook or Twitter. Please share your personal details only in private messages:

www.facebook.com/klm

www.twitter.com/klm

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Damaged baggage

Normal use of your baggage may result in scratches, marks and small dents on your baggage and in other wear and tear. We do not accept liability for this.

If you discover other 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

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If something is missing from your baggage

If any contents from your baggage are missing, you should report this immediately after arrival at the Baggage Service Office at the airport. Or you can report missing items by filling out our Customer Care e-mail form within 7 days after arrival.

Send an e-mail to KLM Customer Care

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Left something on board?

Did you leave a personal item on board the aircraft? Here’s what you can do:

  • If you lost something on a KLM aircraft that arrived at Amsterdam airport, simply let us know via KLM on Facebook  or via KLM on Twitter . The KLM Lost & Found team  will get to work immediately to retrieve your property – just make sure to contact us within 3 days. After 3 days, all items found are brought to the Customer Contact centre of Amsterdam Airport Schiphol: view the contact details  – also if you lost something in one of the worldwide KLM Crown Lounges.
  • If you lost something on board a KLM aircraft that arrived at another airport, please contact the local staff at that airport.
  • If you lost something on board an Air France aircraft, please contact the Air France Lost and Found Property Office. Please note that all items found will be stored for up to 3 months:

    • E-mail: mail.objets.trouves@airfrance.fr

    • Fax: +33 1 41 56 20 68

  • If you lost an item on board an aircraft operated by another airline, we recommend that you contact the customer support department of the airline concerned.

Although KLM will take the best care of found objects, we are not liable for the loss of personal items on board our aircraft.

Read more about KLM’s liability

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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.

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

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Compensation

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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