Claims procedure

Was your flight delayed or cancelled? Did you have a problem with our cabin crew? Has your baggage been delayed or damaged? Kindly observe the procedure to follow for contacting our customer relations team.

A damaged suitcase:

The damage must be reported before leaving the airport. Apart from this Damaged Baggage Report a written complaint must be made to the carrier within 7 days. Please enclose copies of your ticket or boarding card, baggage label and repair costs together with this report. If the baggage cannot be repaired, we need confirmation from the repair shop stating the value of the damaged baggage and its date of purchase + purchase invoice and a picture of the damaged bag. If you did not notice the damage immediately and therefore can not submit a Damaged Baggage Report, you can still send us a written complaint together with sustaining documents within 7 days. However, the burden of the proof that the damage existed prior to the receipt of your baggage will lie on you.

The damaged bag form

Lost or delayed baggage:

You should report your baggage to be missing before leaving the airport. An eventual claim for direct costs related to this baggage delay can be introduced in writing within 21 days from the date the baggage was received. Reasonable costs will only be accepted for passengers arriving without baggage in a country other than the one in which they reside. Intervention only granted after 24 hours and against original cash receipts. If your baggage is missing for more than 3 days, you must provide us with a detailed valorised list of the contents of your baggage together with copies of your ticket and baggage label. This will make it easier to search for your baggage.

The lost or delayed baggage form

Items forgotten on board:

If you forgot a personal object on board of the aircraft, please contact the Lost Property Department via phone at +32 2 723 30 53 all days from 8am until 8pm.

Items missing from your registered baggage

Some items are missing from your registered bag? Simply complete our on-line form and we will contact you.

The missing items forms

Denied boarding

You were not accepted to travel on the flight you had reserved? Kindly complete the form below and we will contact you.

The denied boarding form

Flight delayed

Was your flight delayed and would you like to receive a further explanation? Kindly complete the form below and we will contact you.

The flight delayed form

Flight cancelled

Was your flight cancelled and would you like to receive a further explanation? Kindly complete the form below and we will contact you.

The flight cancelled form