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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.

Alicante ALC


Tel.: +34 966 919 113

Baltimore Washington BWI Airport


Phone: +1 (410) 501-5496

Barcelona BCN Airport


Tel.: +34 900 1113 42

Copenhagen CPH Airport


Tel.: +45 32 47 47 30 (open 8:00-16:00)

Dublin DUB airport


Keflavik Iceland KEF Airport

Las Palmas LPA Airport


Tel.: +45 32 47 47 30 (Open 10-16)

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.

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.


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.