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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 Baggage

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.

Delayed Baggage

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

Madrid MAD Airport

Tel.: +34 913054698

Malaga AGP Airport

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 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.