Smartavia Answer Center
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What should I do if my baggage is lost?
If your baggage does not appear on the baggage claim belt, follow this procedure immediately:
Step 1. Do not leave the baggage claim area
Stay in the arrivals hall. As soon as you leave this area, it will be much more difficult to report your baggage as missing.
Step 2. Go to the “Baggage Tracing” counter
Find the baggage tracing counter (usually located in the baggage claim area or near the exit). Inform a staff member that your baggage has not arrived. They will draw up a commercial Property Irregularity Report (PIR) for missing baggage.
- You will receive a copy of the report with a unique reference number — keep it safe. This is the key document for the search and for any compensation claim.
- Provide your contact details (phone number, email) so that staff can notify you of the search results.
Step 3. Wait for the search results
The airline and the airport will search for your baggage for 21 days from the date it was due to arrive. If the baggage is found earlier, you will be called or sent a message. When found, the baggage will be delivered to you (usually free of charge).
Step 4. If the baggage is not found after 21 days – file a claim
After 21 days, the baggage is officially considered lost. You can file a claim for compensation. Fill out the electronic claim form and attach:
- a copy of the PIR report (reference number and date);
- boarding pass (not required);
- baggage tag (not required).
If you have any further questions, please contact us via the feedback form.
