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What do I do if my bag is damaged or delayed?

That's not great - we will do our best to assist you

Damaged or delayed checked baggage must be reported immediately upon arrival at your final PLAY destination.

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.

Delayed bag

Please note that if your checked bag is delayed, you must contact a service representative at the airport to fill out a delayed baggage report. Please include your name, bag tag number, contact information, and a description of the bag.

The delayed baggage report must be filled out at your PLAY destination before you leave the airport. Please note that you have up to 6 hours from arrival to submit the report. From there we will keep you updated via email.
To keep track of your delayed bag, contact baggage service at your destination airport for the first 5 days after arrival via the following emails:

BCN Airport

bcnll@iberia.es

00 34 900 1113 42

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ALC Airport

alckl4@iberia.es

0034 966 919 113

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CDG Airport

0033 0970 01 91 95

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CPH Airport

Lostbags.cph@aviator.eu

0045 32 47 47 30 (open 08-1600)

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BER Airport

lostandfound.ber.wgs.servicecenter@wisag.de

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STN Airport

stn.customerservices2@stobarataviation.com

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TFS Airport

tfsll1@iberia.es

0034 922 759 391

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KEF Airport

baggage@airportassociates.com

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If your bag still hasn't shown up after 5 days, please contact baggage@flyplay.com for secondary tracing.

You'll find a link to our claims report for your inconvenience at the bottom of this page.

Damaged bag

If your bag is damaged during a flight you must fill out our damaged baggage report. 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.

 

Claims

We work in accordance with Montreal Convention 1999 when it comes to handling delayed or damaged baggage.

Please fill in your claim hereLink opens in a new tab and we will get back to you.