What to do if your luggage is lost or damaged by an airline in the UAE

Whether you’re returning to the UAE from your summer break or visiting the country for the first time, after landing, clearing immigration, and heading to baggage claim, you might find yourself waiting a long time for your suitcase or worse, receiving it damaged with dents and scratches.

If this happens, it’s important to know your rights as a passenger. The UAE’s Federal Decree-Law No. 50/2022, also called the Commercial Transactions Law, includes specific rules to protect air passengers in these situations.

The airline’s responsibility

The airline is responsible if checked luggage or cargo is lost, damaged, or destroyed due to an accident during air transport. This responsibility applies while the luggage or cargo is in the airline’s custody during the flight, or when the aircraft is at an airport or any other location where it lands. The airline is also responsible if passengers, luggage, or cargo arrive late.

What is the compensation amount?

For luggage and cargo, compensation is limited to Dh500 per kilogram unless a higher amount has been agreed upon. For small personal items kept by the passenger during travel, the maximum compensation is Dh5,000 per passenger.

Time limit for notifying the airline

If luggage is damaged, the recipient must notify the airline within seven days. If luggage or cargo arrives late, the recipient must notify the airline within 21 days of it being made available for collection.

What to do if your luggage is missing or damaged?

If your suitcase does not appear at baggage claim after a long wait, or if it arrives damaged, you should report it immediately to the airline’s baggage service desk at the airport.

You will be required to file a written report or Property Irregularity Report (PIR) with the airline before leaving the airport. Be sure to keep a copy of this report.

Retain your boarding pass, baggage claim tags, and any receipts related to your luggage or purchases. In case of damage, take photos and keep any evidence to support your claim.

Request compensation from the airline. If the airline does not respond or refuses compensation, you may escalate your complaint.