Delay or loss of luggage: How to react and file a complaint with Flyadeal?

Around the world, thousands of passengers have the unpleasant surprise of not finding their hold baggage on the carpet upon arrival. But half of the unlucky passengers were able to retrieve their lost luggage.

Delayed baggage, what to do?

Baggage is delayed when it is not present when exiting the Flyadeal aircraft but is delivered to you later. If during the period of absence of your luggage you had to buy basic necessities (hygiene products, underwear, etc.), you can request reimbursement from your airline upon presentation of invoices. You have three weeks (21 days) from the date the baggage was made available to complain in writing to the carrier. In the absence of a protest within the prescribed time limits, the action against the carrier is considered inadmissible.

Baggage is considered delayed or lost when it is not present when you get off the plane but is delivered to you later. If during the period of absence of your baggage, you had to buy basic necessities, you can request reimbursement from the airline on presentation of invoices.

You must respect the complaint deadline to complain in writing to the carrier. In the absence of a written complaint within this period, any action against the company is inadmissible.

If you notice that your baggage is not there on your arrival, or that it has been damaged, immediately report it to the counter of the company that made the last flight so that it can register your complaint and, if applicable search for your baggage. If there is no counter, contact Flyadeal as soon as possible to report the absence of your baggage and obtain a file number. If you are on vacation, don’t wait until you get home.

Damaged luggage, Flyadeal owes you compensation

Your luggage was damaged during the flight? You can file a claim for compensation with your airline 7 days from the date of discovery of the damage. The procedure is similar to that used for missing baggage. The letter must be accompanied by photocopies of any supporting documents you have. In the absence of a protest within the prescribed time limit, the action against the carrier is inadmissible.

If you are still at the airport, the baggage service of your company can directly establish a baggage irregularity report. Keep your flight documents such as boarding pass, baggage tags, ...

For information, minor damage caused by the trip (scratches, marks, dirt) are generally not taken into account by airlines. Only the most significant incidents are considered.

Baggage declared lost by Flyadeal

If the carrier admits the loss of your checked baggage or if your baggage has not arrived at its destination within twenty-one days from the date it should have arrived, it is considered lost. You are then entitled to claim reimbursement for your lost property and suitcase. The company will have to reimburse you for the amount of your damage that you have proved, but within the limit of approximately 6440 SAR. Be aware that in the event of lost luggage, airlines do not reimburse lost personal effects based on their new value but often apply a discount.

Send a written request to the airline, attaching the invoices for the purchase of lost goods. If you do not have the supporting documents, you may be offered compensation by weight (around 92 SAR).

In case of absence of luggage, the Saudi company can sometimes provide you with a kit of essentials or give you a credit to cover your first expenses due to the absence of your suitcase, but this is not an obligation.

Baggage damaged during the journey

If you notice upon receipt of your baggage that it has been damaged or destroyed during transport, you can request reimbursement of the price of your suitcase and damaged goods from the carrier. To do this, you must write to the company within seven days of receiving your suitcase, providing as much information as possible about the goods damaged during transport (photographs of the damaged goods, purchase invoices, etc.).

If you find anything missing from your baggage, please report the incident to your airline. The procedure is similar to that used for lost or damaged baggage.

Please note, if you have lost an item on board the aircraft in which you have traveled or in one of the company's private lounges before boarding, contact your airline's lost and found department. If the object has been lost in the terminal, contact the corresponding service at the airport concerned.