What is AirLuggage?
AirLuggage is luggage insurance made easy. It protects you against luggage disruptions on future trips. You'll get €150 for each checked-in bag that gets delayed or lost on arrival.
How do I buy AirLuggage insurance?
AirLuggage is included in AirHelp Plus Complete membership and all future trips booked during the duration of a valid subscription are protected. AirLuggage is not currently sold separately.
How do I get my AirLuggage payout?
If luggage checked in under your name doesn’t turn up on the carousel, report the issue at the lost luggage desk inside the airport and get a Property Irregularity Report (PIR).
Once you have the PIR, you can start a claim by clicking on the link in the email we send you before your flight or via your AirHelp Plus dashboard.
You’ll be prompted to submit the following:
Either the PIR number or a photo of the report
Your flight booking confirmation
A photo of your ID
Your bank account details
We’ll send the details to our insurance partner. If all the information is correct and valid, we’ll process your payment and send you an email confirmation within 48 hours. Once you receive the email confirmation, it may take up to 5 working days before the payout reaches your account.
How do I get a Property Irregularity Report (PIR)?
You’ll get a Property Irregularity Report (PIR) number when you report your luggage issue at the airport’s lost luggage desk. This report acts as proof of your luggage disruption and is a mandatory requirement to get an AirLuggage payout.
In what kinds of situations will I get an AirLuggage payout?
If your trip is protected with AirLuggage, you’ll receive €150 for each checked-in bag that’s delayed or lost on arrival, for up to 2 bags.
Unlike other products in the market, we do not have any threshold to the number of hours your luggage has been delayed. All you need is a valid Property Irregularity Report (PIR) number from the lost luggage desk at the airport, your bank details, and a valid ID.
How long does it take to receive my AirLuggage money?
Once you have supplied us with the information we need, including your PIR number and bank details, we'll send it to our insurance partner for approval. The eligibility will be determined within 48 hours. Once it’s approved, it may take up to 5 working days before the money shows up in your account.
Does AirLuggage work if I cancel the flight myself?
AirLuggage works only when you board the flight and can provide us with a valid PIR number or picture upload following your luggage disruption.
Unfortunately, we are not able to cancel AirLuggage protection if you decide not to take the flight.
Can I add AirLuggage insurance for all passengers traveling with me?
AirLuggage only protects the bags checked in under the name of the AirHelp Plus member. Bags checked in under the name of your co-passengers are not covered by your subscription.
Does AirLuggage cover all flights on my trip?
Yes! AirLuggage covers up to 2 of your checked-in bags on every flight that you add to your trip in your AirHelp Plus dashboard.
How many flights are part of the same trip is up to you. But you should know that there’s a maximum of 1 payout per trip. So, if there are luggage disruptions on 2 or more separate flights on the same trip, you’ll only receive the payout once.
How much time does it take to confirm I’m eligible for the AirLuggage money?
We work hard to confirm eligibility as quickly as possible. We’ll be in touch within 48 hours of you submitting your details to tell you the status of your eligibility.
I have AirLuggage and my luggage was delayed or lost. Why has my claim been rejected?
All information that you provide us is immediately forwarded to our insurance partner for verification and approval. If they find issues, such as an invalid PIR number, or luggage not checked in under your name, the claim will be rejected.
If you believe your luggage disruption qualifies for the AirLuggage insurance payout, but has been rejected, you can request that your claim be reviewed by our insurance partners.
My AirLuggage claim has been approved but I have not received my money yet
Once we send you an email confirmation that the claim has been approved and bank transfer has been initiated, it may take up to 5 working days for the money to show up in your bank account.
However, in spite of our best efforts, there may be situations where it may take longer for the banks to process the payment.
If you have not received the money after 7 working days of receiving the email, please contact our agents using our online chat or at [email protected].
Which countries’ bank accounts are currently supported by AirLuggage?
You can receive your payout if your bank account is based in one of the following countries:
Bosnia and Herzegovina
United Arab Emirates
If you country is not on the list above, please contact us through our online chat or email [email protected] so we can collect your bank account details and send your payout.
Will I receive the AirLuggage payout in my currency?
In case of luggage disruptions AirLuggage pays €150 per checked-in bag, for up to 2 bags per trip. This is the amount we will send to your bank account.
However, the actual amount that you receive in your account will be in your account’s currency, and will depend on the current exchange rates applied by your bank.
Who is the AirLuggage money sent to?
The payout can only be sent to the AirHelp Plus member.
How can I make a complaint about AirLuggage?
If you are dissatisfied with AirLuggage or the service you received we want to know about it. Please fill out our complaint form, which will be reviewed by our insurance partners.
Do I need to prove what was in my bag to get an AirLuggage payout?
No, there's no need to prove the contents of your bag. All you need for an AirLuggage payout is your ID, bank details, and a valid Property Irregularity Report (PIR) number that you get from the lost luggage desk inside the airport.
Does AirLuggage cover damage to my bags?
AirLuggage offers fast and easy payouts if your luggage is lost or delayed.
If the airline damages your bag or its contents, it is responsible for the cost of repair or replacement. As you’re an AirHelp Plus member, we can help you claim the money back from the airline.
The €150 AirLuggage payout isn’t enough! It doesn’t cover the value of what was lost in my bag.
AirLuggage is designed to give you a fast and easy payout, so you have money to cover the essentials.
The airline is responsible for covering the full cost of everything lost in your bag. As you’re an AirHelp Plus member, we can help you claim your money back from the airline.
I couldn’t get a Property Irregularity Report. Can I get my AirLuggage payout?
No, sorry. A Property Irregularity Report (PIR) number is essential in order to be eligible for a payout.
Is it safe to share my bank details?
Yes. We take data security and privacy very seriously. Therefore, we would like to assure you that our data protection policy on the processing, sharing, and storing of all personal information, including bank details, is fully compliant with all EU data protection regulations, including the General Data Protection Regulation (GDPR).
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