Delayed or damaged baggage
What if my baggage is damaged, delayed or lost?
Few airlines are allowed to process their own passenger's luggage and baggage handling is very much a large centralised system operated by airports, dealing with many airlines baggage at the same time. Please be assured that everything possible is being done to ensure Jet2.com’s passengers’ luggage is handled appropriately.
We do expect your baggage to be fit for purpose and sufficiently robust to protect it's contents and to withstand the normal baggage handling process. Soft sided cases and protrusions, such as handles, wheels and locks, can be particularly vulnerable; as can designer brands of luggage.
If you experience any loss or damage or delay to baggage you must in the first instance advise the ground handling staff at your arrival airport and complete a Property Irregularity Report (PIR). If your bag is delayed, they will endeavour to find your bag for 5 days and will provide you with their local telephone contact number.
If, however, your bag has still not been found after 5 days, Jet2.com Central Baggage Services will take over the responsibility for looking for your bag. They can be contacted on the following numbers:
- From within the UK: 0871 288 7362 (call charged at 10p per minute)
- From outside the UK: +370 523 63402 (local international rate)
The Call Centre is open 08:00 to 20:00hrs local UK time.
In addition, you will need to write to us at the address below enclosing a copy of the completed PIR, baggage tag receipt and original purchase receipts (to evidence the age and value of the item), within 7 days for damaged bags and within 21 days for delayed or lost bags.
Customer Care Team
PO Box 314
Leeds
LS19 9DY
England
We aim to respond to you within 21 working days.
Please note that Jet2.com will not accept liability for valuable items (e.g. jewellery, cameras, laptops, cash, electrical equipment, and documents) included in baggage checked into the aircraft hold because it is permissible for such items to be carried as hand baggage only. The limits of our liability in relation to baggage are described in detail in our General Conditions of Carriage for Passengers and Baggage.
We cannot consider claims where the original bag tag receipt is not produced as evidence that the bag was originally checked in for the flight.
Under international convention, any payment that the carrier is liable to pay for lost or damaged items is limited. This is one of the many reasons why we recommend that you take out adequate travel insurance. We would, therefore, recommend that you pursue a claim with your travel insurer who will almost certainly offer a higher level of compensation than ourselves. As Jet2.com is a low cost airline, committed to offering the best fares to our customers by keeping our overheads as low as possible, we do not consider claims for damage to baggage below 30GBP/ 50EUR/ 70CHF/ 1250CZK/ 360NOK/ 180PLN in value.
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I have left some of my property onboard the aircraft - Can you find it and return it to me?
Our cabin crew remind all passengers to ensure they remove all their personal belongings before disembarking. We operate quick turnarounds and any property found on our aircraft, including wallets and mobile phones, is handed to the ground handling dispatcher at the airport where it is found, to pass to the Airport’s Found Property custodian. We regret that we cannot be responsible for tracing your lost property and respectfully ask that you contact the airport’s Lost Property department yourself.
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