More than a million suitcases are lost in airports worldwide, even though airlines and airports must be able to check in and track baggage from departure to arrival. However, errors sometimes occur during baggage transport, resulting in loss: routing problems at connecting flights, lack of time during loading, incorrect identification, delays due to customs checks, or even denied boarding of baggage due to aircraft weight restrictions.
Good news that can reassure passengers: Even if your vacation gets off to a bad start because your baggage arrived ripped open or wasn’t on the conveyor belt, take action. You are entitled to compensation.
In the event of delayed baggage
The first step should be to report the damaged or missing baggage to the Singapore Airlines counter at the airport and complete a document provided by the agent, which will allow for a search and keep you informed. If the baggage is found, it will be delivered free of charge to the address indicated in your claim.
This must be sent to the airline within:
– 7 days for damaged baggage or stolen items
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Complete the PIR form before leaving the airport
This form contains information about your baggage in addition to a 10 digit alphanumeric code, for example: ACFOE11638, which represents your file reference. It refers to the delay in delivery or the damage report of your baggage.
When you complete this form, it will be verified by the agent who will give it to you on site. Make sure it contains your file reference.
Singapore Airlines offers coverage for essential expenses, but you should know that this company does not offer a fixed amount per day, but aligns itself with the Montreal International Convention, which provides for a maximum amount of 1,288 SDRs, equivalent to S$2,367.
That is, you will be reimbursed as long as you do not exceed the amount of S$2,367 (which must be justified by providing receipts).
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Make a report online
Passengers are entitled to arrive at their destination not only in good condition but also on time.
If you find yourself without your baggage because it did not arrive with you on the same flight, you can report it to your carrier, Singapore Airlines, either at the airport by visiting the lost and found office or online by logging into your passenger area using your booking reference.
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Track your baggage
Singapore Airlines invites you to use its online baggage tracking tool to track its location until it is returned to you.
In both login fields, enter your last name and booking reference to access real-time tracking information for your delayed baggage.
In case of damaged baggage
If upon baggage delivery you notice that your suitcase has been damaged or if you notice damage to your baggage, go to your airline’s baggage service, which is usually located at the baggage claim area in Arrivals. Hurry and report the dispute as soon as possible to expedite the compensation process.
In any case, since Singapore Airlines is subject to the Montreal Convention, you have up to 7 days to file your complaint.
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Check the status of your damaged baggage
From your smartphone or computer, log in using your booking reference and track the progress of your claim.
Singapore Airlines gives you up to 72 hours from the arrival time of your flight to report a dispute regarding damaged baggage.
In case of lost baggage
Baggage is considered permanently lost if it is not found within 21 days of the flight’s arrival date.
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File a claim with Singapore Airlines
See here, the form to complete to claim your rights in the event of lost baggage.
- What compensation can I get?
If the airline loses your baggage, it must compensate you up to S$2,320, in accordance with the Montreal Convention.
Specific Insurance
If the baggage contains expensive items, it is prudent to make a special declaration at check-in. If you have taken the precaution of declaring the value of the items transported, the airline must be held liable for the total loss. To do this, you must request the baggage declaration form, available at the ticket counters.