Problems with your baggage

Late, missing or damaged

Please notify us immediately if your baggage is damaged or missing on arrival. We will help you quickly and unbureaucratically wherever you happen to be.

Baggage that arrives late

Sometimes, you may arrive at your destination to find that your baggage is missing. In the vast majority of cases, the missing baggage is found and delivered within 24 hours. You can help us to locate your baggage by bearing the following points in mind.

Report the loss immediately

Report the loss to the Lost & Found office as soon as you arrive at your destination. In most airports, the Lost & Found office is located in the baggage reclaim area; in Zurich, you will find it in Arrival 1. Keep the baggage voucher you received at check-in ready. The more precise the description of your case or bag that you can provide, the more successful the search is likely to be.

The baggage tracking office will provide you with a written loss report. You can use the reference number on this document to check the baggage tracking status at any time using the Baggage Tracer.

Baggage Tracer

Baggage is not found

For the first 5 days of the baggage search, the airport where you registered the loss is responsible, and will answer any questions you may have.

If your baggage is not found within 3 days, we require a more detailed description of its appearance and the contents. Please complete the damage form and send it, together with a copy of your passport, to Lost Baggage at lostandfound@swiss.com no later than 5 days after notification of the loss.

Fill in loss form

Cost reimbursement

SWISS contributes to the costs of replacement purchases if your baggage arrives late when you are abroad. Expenses for toiletries, underwear and, if necessary, a change of clothes are reimbursed. You must produce all of the receipts relating to these purchases.

Class of travel Maximum reimbursement
Class of travel
SWISS First
Maximum reimbursement
USD 300
Class of travel
SWISS Business
Maximum reimbursement
USD 200
Class of travel
SWISS Economy
Maximum reimbursement
USD 100

To make a claim, send the written loss report, together with copies of the purchase receipts, by post to:

Swiss International Air Lines Ltd.
Customer Service
P.O. Box 2013
8032 Zurich
Switzerland

Items found on board

All items found left on board SWISS aircraft are kept in the Lost & Found office of the destination airport for a maximum period of 3 months. In such cases, contact the responsible Lost & Found office directly.

Lost and found items at Zurich airport are listed at easyfind.com; if your missing item is not on the list, you can create a missing item report on the portal. SWISS assumes no liability for the loss or forwarding of items left on its aircraft.

Limited liability

For cost reimbursements or any claims for compensation, please contact us by using this contact form of our customer service. SWISS is only liable for baggage that is lost, damaged or arrives late to a limited extent in accordance with the Conditions of Carriage. SWISS assumes no liability for lost items that are only reported after you have left the arrivals area.

Damaged baggage

If your baggage is damaged after the flight, we will be liable for the damage incurred. The procedure varies depending on the country you are in. Please note the following so that the damage issue can be dealt with quickly and smoothly.

Reporting damage immediately

The best thing to do is to report the damage to your luggage as soon as you collect it. Report the damage to your luggage to the Lost & Found office immediately. In most airports, the Lost & Found office is located in the baggage reclaim area; in Zurich, you will find it in Arrival 1.

Reporting damage later on

If you only notice the damage after you have left the arrivals area, you have a period of 7 days in which to report it. In order to do so, complete the damage form and take photos to document the damage. SWISS only assumes liability for damage that is reported within this deadline.

Irreparable baggage damage

If your baggage has been so severely damaged that it can no longer be repaired, SWISS assumes the cost of replacement baggage of the same value. Costs are only assumed if the irreparable damage has been confirmed in the damage report. Send this confirmation either electronically or by post to our Service Centre.

Repair or replacement of damaged baggage

In the event of damage, SWISS will bear the costs for the repair or replacement as appropriate to its current value. Please be sure to enclose your loss report. You will find all the necessary information below:

Country Procedure Contact
Country
Germany, Austria, Hungary, Czech Republic, Holland, Belgium, Luxembourg, France, Spain, Portugal, Slovakia
Procedure
Contact our service partner "Dolfi 1920 GmbH". The company will collect the damage baggage and repair it at our expense.
Contact
On the loss report form or at www.dolfi1920.com
Country
Italy
Procedure
Order new baggage at e-baggage.net
Contact
Country
United Kingdom
Procedure
Contact our service partner Antler. Antler will collect the faulty baggage item and repair it at our cost.
Contact
On the loss report
Country
All other countries
Procedure
Have the damaged baggage repaired and send the invoice, along with the loss report, electronically or by post to our Service Centre.
Contact

Limited liability

For cost reimbursements or any claims for compensation, please contact our Service Centre. SWISS is only liable for baggage that is lost, damaged or arrives late to a limited extent in accordance with the Conditions of Carriage.