Your Bag Did Not Arrive: What Happens to Your Transfer

Why the call comes first

By the time the belt empties and your case is not on it, every other passenger has long since left. You go back to the baggage services desk, and that takes time — easily an hour when several flights are affected. From the outside it looks like somebody who never arrived at all.

One sentence on the phone clears that up: "I have landed, my case is missing, I am filing the report and need about an hour." After that the matter is settled and you can concentrate on the desk. You were sent your driver's number before you travelled; if you cannot reach him, follow what to do if you cannot find your driver.

The report

It is filed in the baggage area, at the baggage services desk of your airline or its handler, and you need your boarding pass and the bag tag receipt. You get a reference number — keep it, because without it no follow-up is possible later. This is a matter between you and the airline; we are not part of it and cannot speed it up.

The question people get wrong under pressure

At the desk you will be asked for a delivery address — and that is the moment many people give the address they are not at. Give the address of the hotel where you will actually be spending the next few nights, with the full property name and the district.

• Not your home address — the case is meant to reach you on holiday, not after it.
• Not the first hotel if you move on after two nights. Better the second, or settle it with both properties.
• With a phone number that works locally — the same one you gave us when booking.

What it means for the transfer

As a rule, nothing beyond a later departure than planned. Your driver waits as long as he knows where he stands. Nothing changes for the rest of the journey — route, destination and fixed price stay as booked.

It is different only if the report runs so long that another commitment collapses, or you decide to make your own way after all. Please say so explicitly in that case rather than simply not appearing — the same rule as for other short-notice changes in your flight changed after booking.

When the case follows

Delivery to the hotel is organised by the airline or its handler, not by us. The case is left at reception; you do not have to be there. If you need an additional transfer to collect it somewhere, that is a separate journey — write to us and we will tell you the price for the route.

Common questions