What do I do if my bag is damaged or delayed?
That's not great - we will do our best to assist you
If your bag is damaged during a flight you must fill out our damaged baggage report at the airport. It's important that you do that immediately upon arrival at your final PLAY destination. We will need your name, bag tag number, contact information, and a picture of the damage. All damages will be reviewed and evaluated.
We recommend submitting the report immediately after receiving the damaged baggage as it is in your best interest. As per the Montreal Convention, the deadline for reporting damaged baggage is 7 days.
For passengers that did not get their bag upon arrival at their final destination, please fill out the Delayed Baggage ReportLink opens in a new tab.
We are aware that damaged or delayed baggage is never ideal when traveling and we ensure you that we will do everything we can to deliver it to you as quickly as possible.
Alicante ALC Airport
Tel.: +34 966 919 113
Baltimore Washington BWI Airport
Phone: +410 501 5496 (Open 7:00-21:00)
Barcelona BCN Airport
Tel.: +34 900 1113 42
Berlin BER Airport
Bologna BLQ Airport
Tel.: +39 051 6479647 (Open 12:00-16:30 and 18:30-20:00)
Boston BOS Airport
Tel.: 001 617 480 9
Brussels BRU Airport
Tel.: +322 75 377 07
Copenhagen CPH Airport
Tel.: +45 32 47 47 30 (Open 8:00-16:00)
Dublin DUB airport
Gothenburg GOT Airport
Tel.: +46 8 505 07 842 (Open 9:00-21:00)
Keflavik Iceland KEF Airport
Las Palmas LPA Airport
Tel.: +45 32 47 47 30 (Open 10:00-16:00)
Lisbon LIS Airport
London STN Airport
Madrid MAD Airport
Tel.: +34 913054698
New York SWF Airport
Paris CDG Airport
Tel.: +33 0970 01 91 95
Prague PRG Airport
Salzburg SZG Airport
Tenerife TFS Airport
Tel.: +34 922 759 391
If your bag still hasn't shown up after 5 days, please contact firstname.lastname@example.org for secondary tracing.
You'll find a link to our claims report for your inconvenience at the bottom of this page.
We work in accordance with Montreal Convention 1999 when it comes to handling delayed or damaged baggage.
Please fill in your claim here and we will get back to you.