Please note that registering delayed or damaged baggage (PIR) and submitting a compensation claim are 2 separate processes. If you wish to claim compensation, both steps must be completed.
Delayed baggage
If your baggage does not arrive on the same flight as you, you must report this immediately before leaving the airport.
1. Report delayed baggage
- Report delayed baggage immediately to our representatives at the airport or online
- You will then receive a baggage report (PIR) with a unique reference number (e.g. OSLWF12345). You must keep this safe.
- The PIR reference can be used to track the delayed baggage.
- When we find your baggage, we will contact you to arrange delivery/collection.
Compensation for delayed baggage
If you need to buy toiletries or other essential items that you had in your checked baggage, or hire essential equipment because yours is delayed, you can request reimbursement of the costs within reasonable limits.
For delayed baggage on the outbound journey, necessary expenses are reimbursed in accordance with the applicable regulations:
- 100% reimbursement of expenses for underwear and toiletries, up to a maximum of NOK 500.
- 50% reimbursement of expenses for other clothing as required, provided that these are justifiable and within reasonable limits. As a passenger, you are also responsible for limiting the costs.
Keep the receipts for any expenses you have incurred, so that they can be attached to any compensation claim.
If your baggage is delayed on the return journey, we assume that you have access to what you need. In such cases, the costs of new purchases are generally not covered by the airline or insurance company (Section 10-33 of the Norwegian Aviation Act and Article 19 of the Montreal Convention).
2. Submit a compensation claim
Compensation claims for delayed baggage must be submitted within 21 days after the baggage has been delivered.
Submit Claim – damaged or delayed baggage
Do you have travel insurance?
In many cases, it is more time-saving and easier to make a single claim through your travel insurance, as they often provide broader coverage and faster settlements. The insurance company will subsequently submit a recourse claim to us.
Damaged baggage
As a passenger, you are responsible for checking your baggage on arrival and reporting any damage as soon as it is made available to you. Without a damage report, the baggage is considered to have been received in good condition (cf. Section 10-26, first paragraph, of the Norwegian Aviation Act).
1. Report damage
- Report the damage immediately at the airport or register damaged baggage here within 5 days.
- You will receive a reference number (PIR), e.g. OSLWF12345. You must keep this in order to submit a claim.
- Some airports in Norway may offer replacement baggage from a limited selection. Contact our representative at the airport to check availability.
If more than 5 days have passed, contact the airport directly. A damage report must be created within 7 days (cf. Section 10-26, first paragraph, of the Norwegian Aviation Act).
Important information
- If the contents of your baggage have been damaged without the baggage itself being damaged, please contact your travel insurance provider.
- Airlines initially cover the cost of repairing damaged baggage. Typical wear and tear, such as scratches, dents or damage to zips, is not covered.
- If the baggage cannot be repaired, we require written confirmation of this. We need a receipt showing its age and price. Compensation is calculated based on the original value, with a 10% deduction from the date of purchase and then a further 10% per year.
- If such documentation is not available, a fixed amount of NOK 500 will be paid. The amount will be transferred to the account number provided in the compensation claim.
2. Submit a compensation claim
Compensation claims must be submitted via our website no later than 7 days after you received the damaged baggage. When submitting a claim, you must attach:
- Damage report (PIR)
- Photos of the damage
- Documentation of age and value
Submit the claim via our digital form: Claim – damaged or delayed baggage
Do you need to contact the airport?
If you need to contact your arrival station, you can find the telephone number here
or you can contact us via our baggage chat here.
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