Delayed or lost baggage
We do our outmost to deliver your baggage on time, but sometimes things don’t go as planned. Whatever the reason of your bag delay, you can rest assured that we will do everything in our power to find your bag as soon as possible.
Report delayed baggage
When you discover that your bag is delayed, you should report it immediately by creating a Property Irregularity Report (PIR). Please be aware that some countries* may require you to fill in a customs declaration form. If you don't, you may have to collect your baggage at the airport as soon as it is recovered.
*UK, France, Italy, Netherlands, Denmark, Ireland, Switzerland, Iceland, Cyprus, Malta, Lebanon, Russia, Turkey, China, Hong Kong, Japan
You can create your PIR in one of two ways:
Airport baggage services will help you create a Property Irregularity Report (PIR) to document that your baggage is delayed or lost. The report contains a 10-character reference number / PIR number (5 letters and 5 digits, e.g. ARNSK12345). This reference number allows you to keep track of the status of your report and track your baggage online. You can choose to have a copy of the report sent to you by email or printed as a hard copy.
To help identify your baggage, please have your baggage receipt handy. If you don't have your paper receipt with you, you can find it digitally in your SAS app under "My trips" or in your email.
As soon as we have recovered your bag, we will contact you to arrange a time for delivery.
If you're not able to file a report at the airport or return to the airport within 7 days to create a Property Irregularity Report (PIR), you can report your delayed baggage online
You'll get a PIR (property irregularity report) number so you can track your bag and
keep track of your report.
As soon as we recover your bag, we'll contact you to arrange a time for delivery.
Compensation for delayed baggage
If your baggage is delayed by more than 24 hours and you're away from where you live, you may be reimbursed for reasonable costs for toiletries or other essentials you need on your trip. Remember to save all receipts so you can apply for compensation later.
If your baggage is delayed on a trip to where you live, we won't be able to reimburse you for essentials, as we expect you can access these at your home address.
If you haven't received the baggage within 21 days, it will be considered lost. In this case, you may be entitled to compensation for the value of your lost baggage up to SDR/XDR 1 288.
SAS follows the international regulations and guidelines for compensation of lost baggage. More information can be found in our general Conditions of Carriage
Apply for compensation
To get reimbursed for your expenses caused by the baggage delay, you must apply for compensation on our website. The request must be submitted no later than 21 days after you received your baggage. Your delay report (PIR) and receipts for all expenses must be included.
To get compensation for lost baggage, your must submit your claim on our website.
If you have a home or travel insurance, please contact your insurance company to see if your policy will reimburse you for your baggage.
If the bag is found after 21 days, we'll contact you to arrange delivery.
Trace your baggage online
If you have reported your baggage delayed and received a copy of the delay report (PIR), you can track your bag via World Tracer
Please note that the PIR number is not the same as the number on your baggage tag.