My baggage didn’t arrive. What should I do?

If your baggage wasn’t in the baggage claim area, contact one of our employees that should be nearby.

They will give you a form called “Property Irregularity Report” so you can formalize your claim. You should complete it using the information listed on your passport or identity document, boarding pass and baggage receipt. You should also give a very detailed description of your baggage to make it easier to find.

If you are no longer at the airport, go to the “Help Center” section on and fill out form under the option “Contact Form” within a maximum of 7 days after completing your trip.

We recommend keeping the P.I.R. since you’ll need to code for future consultations.

If we cannot find your baggage within 14 days, we will begin the compensation process.

You can check the status of your baggage at any time by going to the “Information About Your Trip” section on our website. Select the “Problems with Your Baggage” option and enter your name and Property Irregularity Report (P.I.R.) code

Please review our liability limits regarding the air transportation of passengers and baggage.



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