Smartavia Answer Center

If you discover that your baggage is damaged or shows signs of tampering, follow these steps:

Step 1. Do not leave the baggage claim area

Inspect your suitcase or bag immediately after picking it up from the belt. If you leave the arrivals hall, it will be much more difficult to file a report and a claim.

Step 2. Contact a staff member at the “Baggage Tracing” counter

Find the baggage tracing counter (usually located in the baggage claim area or near the exit). Report the damage. A staff member will draw up a commercial baggage damage report (PIR – Property Irregularity Report).

• You will receive a copy of the report – keep it safe. This is the main document for compensation.
• Make sure the report describes all the damage in detail (crack, dent, broken wheel, etc.).

Step 3. Fill out the electronic claim form

After receiving the report, fill out the electronic claim form.

❓ Frequently Asked Questions

— What if I have already left the airport and only noticed the damage at home?
Immediately contact the airline via the feedback form. Try to return to the airport on the same day and go to the “Baggage Tracing” counter. The more time passes, the harder it will be to prove that the damage was caused by the carrier.

— What kind of damage qualifies for compensation?
Any visible damage that impairs the appearance or functionality of the baggage: cracks, tears, dents, broken wheels, handles, locks. Minor scratches or stains are usually not compensated.

— What if something is missing from my baggage (signs of tampering)?
Act the same way: immediately record the missing items in the report. If you have valuable items, it is recommended to have baggage insurance. Remember that jewellery, cash and documents are best carried in hand luggage.

If you have any further questions, please contact us via the feedback form.