If you have experienced problems regarding the delivery of your baggage, we kindly ask that you review the following information.
If the delivery of your baggage has been delayed, following your flight, you must report your missing baggage immediately at the airport.
Once you have reported your luggage missing, the agent on site will provide you with a Property Irregularity Report (e.g. KEFFI12345). The file number of each report is unique and directly connected to the missing baggage. We recommend that you retain your file number for future reference.
If you, for some reason, fail to report your baggage missing upon arrival at the airport, you have twenty-one days to file a complaint via Icelandair’s website.
While you wait
Immediately upon reporting the baggage missing, Icelandair initiates a search for the baggage. We will send updates on the search to the e-mail and phone number provided in the Property Irregularity Report. Rest assured that in the absence of updates, Icelandair is conducting an active search for your baggage. You may follow the progress of the search here. Please note that the majority of all missing baggage on Icelandair flights is returned to its respective owner within 24 hours of the baggage being reported missing.
If you require necessary toiletries during the delay, we kindly ask that you retain all original invoices so that we may compensate you for costs incurred. Icelandair considers reasonable costs for necessities during a delay of 24 hours or more to be USD 100.
Once your baggage has been located, Icelandair’s delivery service will contact you regarding the delivery of the baggage. If you have incurred any costs during the delay, you must send a written claim as soon as possible. Claims may be filed via our claims form. We kindly ask that you include the file number, associated with your Property Irregularity Report, and original invoices of all costs.
At the Airport
If you notice damages to your baggage, we encourage you to take it to Icelandair’s Baggage Service immediately upon receipt of the baggage. Once you have reported the damage to your baggage, the agent who is handling your matter will provide you with a Property Irregularity Report (e.g. KEFFI12345). The file number of each report is unique and directly connected to your damaged baggage. We recommend that you retain your file number for future reference.
Already left the airport?
If you have already left the airport when you notice damage to your baggage, you will need to report the damage to Icelandair via our claim form. We kindly ask that you include the original receipt for the purchase of the damaged baggage and pictures of the damage with your claim.
Please note that complaints regarding damaged baggage must be filed via Icelandair’s website within seven days from receipt of your baggage.
Before we contribute towards any damages, we kindly ask that you take your suitcase to a licensed repair store for repair or, should it prove to be beyond repair, for a verified evaluation. You may then scan the cost for the repair/evaluation to us.
In Iceland, a licensed repair store may be found at Ármúli 34, 108 Reykjavík (Töskuviðgerðin).
Please note that:
Liability for damages incurred due to delayed or damaged delivery of baggage is governed by the Montreal Convention. As such, the airline’s liability is limited to 1288 SDR (Special Drawing Rights). For that reason, it may be to your benefit to contact your insurance company for reimbursement.
Further information may be found in Icelandair’s conditions of carriage.