Baggage Service Centre
At Iberia, we would like to apologise as we try to resolve your incident
Has your luggage not arrived yet?
Imagine reaching your destination on a flight operated by the Iberia Group (Iberia, Iberia Express and Iberia Regional Air Nostrum) and noticing that all the baggage has been placed on the belt except for yours. In that case, you will need to open a Property Irregularity Report (PIR) before leaving the baggage reclaim area, and always within 6 hours of landing.
Follow these steps so that we can help you resolve your problem as soon as possible:
Open a Property Irregularity Report (PIR) to start the search process and consult its status until we deliver your baggage to you.
When you create your PIR, you will be provided with a code for you to track your case in World Tracer.
Once your baggage has been located, we will assign it a new flight to send it on to your destination airport, or the airport closes to the address provided in the PIR.
When we have received your baggage at the airport, we will notify you. Our delivery service will deliver it to the address provided.
Always preserve your travel documentation until the incident has been resolved: ticket, boarding card, luggage tag, PIR number and, if applicable, any receipts for expenses incurred because of the delay receiving your baggage.
Open your delay-related Property Irregularity Report (PIR)
Online PIR
Open your Online PIR or using the QR codes at the Customer Service desk in the baggage reclaim area. You must do this within 6 hours of the arrival of your Iberia Group operated flight.
PIR at the airport
Visit our Customer Service desk located in the baggage reclaim area of the airport, and our agents will help you prepare your Property Irregularity Report (PIR).
Have you already opened a PIR?
If so, you can check the search status using World Tracer, an international location and tracking system containing updated information in real time. You can also change certain details or delivery instructions.
Remember, you will need the code that appears on the Property Irregularity Report (PIR) to consult its status.
Has it been more than 72 hours since your flight arrived?
If your baggage has not arrived within this period, please contact our Customer Service Centre. At Iberia, we would like to apologise and hope to resolve this incident as soon as possible.
Has your baggage been damaged in transit?
Although we take special care handling and transferring your baggage, it is normal for some wear and tear to occur, for which we cannot be held responsible. Should your baggage suffer any major damage, Iberia will try to resolve it.
Open a PIR to report damage to your baggage
If your checked baggage has arrived damaged, please visit the Customer Service desk in the baggage reclaim area as soon as possible to open a PIR.
You have already opened a PIR for damage to baggage
Once you have filled in the Property Irregularity Report (PIR) at the airport, you can start to handle the replacement of your suitcase.
Have you already left the airport?
If you detect damage to your baggage having already left the airport; or if you notice any damage to your baggage delivered following a delay; or if more than six hours have elapsed since you landed, fill out this form and we will contact you to provide you with assistance as soon as possible.
Do you need any bare essentials while you wait for your luggage?
In most cases we deliver the luggage within a few hours of issuing the report. If this is not the case and if you are not in your place of residence and need to purchase bare essentials (toiletries, mobile phone charger, medicine, etc.), you can claim the amount of this purchase with the invoices or receipts, as long as they clearly detail the items purchased.
Rights, coverage and compensation
Passengers are entitled to certain compensation by airlines in the event of accident or damage. Rights to compensation are applicable up to the limits of responsibility established in this section, "on a basis proportional to the hardship suffered", unless the air carrier took all reasonable measures to avoid the damage or it was impossible to take such measures." (Regulations (EC) 2027/1997 and 889/2002). Discover your rights
According to Iberia general transport terms and conditions, referred to in the transport contract (ticket) entered into by the parties, passengers should not place the following items in their checked baggage: items considered dangerous, fragile, perishable or valuable (cash, jewellery, precious metals, computers, personal electronic devices, negotiable documents, marketable securities or any other object of value, business documents, passports and other identity documents, or samples).
Compensation for delayed baggage, if applicable, will be paid out after an assessment and analysis performed by our Customer Service Centre, once invoices for essential items have been submitted.
If you have travel insurance cover, your policy may provide greater coverage than we can offer. Check the conditions of your insurance policy.
If you have forgotten any belongings on board our planes, VIP lounges or Unaccompanied Minors (UMs) rooms, contact our lost and found department, presenting your ID or passport. We keep these objects for a maximum period of one month.
FAQs about incidents with baggage
What is a PIR?
The PIR (Property Irregularity Report) is a report used for documenting and managing incidents with baggage. Each PIR features a code made up of 5 letters (stopover + airline) and 5 numbers (for example, MADIB12345).
This document contains your details and information about your baggage; this makes it an essential factor when searching for and locating your baggage.
You can create a PIR at the Customer Service (Lost&Found) counters in the baggage reclaim area, or alternatively open a PIR online. In any case, it must be generated within 6 hours your flight's arrival.
How can I report an incident with baggage?
For delays
You must create a Property Irregularity Report (PIR) by visiting the Customer Service desk located in the baggage reclaim area of the airport. You can also open a PIR online or by scanning the QR codes available at this counter.
For damage or flaws
Before leaving baggage reclaim area at the the airport, visit the Customer Service desk to create your PIR.
If you notice any damage after this period of 6 hours or once you have left the airport, you will need to open a complaint on our website.
Remember that in all cases (whether caused by delay or involving damage), you have 6 hours following the arrival of your flight to process your claim.
Where is my luggage?
Most delayed baggage is located and delivered within approximately 72 hours.
You can track your luggage via World Tracer, an international location and tracking system that offers updated information in real time. You can also change certain details or delivery instructions.
If, exceptionally, your luggage has not been located after 72 hours, contact us at our Iberia Baggage Service Centre (CAT), to provide us with further details and the contents of the baggage to help us locate it.
When will I receive my luggage at home?
Once we have received your luggage at the airport, we will proceed with the classification, identification and customs procedures. We will then deliver it to our delivery team to transport it to the address you provided in the PIR. We will inform you about its delivery via email and/or SMS. If you indicated that you wanted to pick it up at the airport, we will inform you when it is available.
How do I proceed with the replacement of my damaged luggage?
For bags and suitcases, once you have filled in the PIR, you can process the replacement via Manage replacement. For any other type of baggage, contact our Iberia Baggage Service Centre (CAT).
How can I amend or complete the details in the PIR?
World Tracer allows certain changes to be made in the personal data and contact data sections. To make any other change, please contact our Iberia Baggage Service Centre (CAT).
What are my rights as a passenger?
Compensation for delayed baggage, if applicable, will be paid out after an assessment and analysis performed by our Customer Service Centre, once invoices for essential items have been submitted.
Passengers are entitled to certain compensation by airlines in the event of accident or damage. Rights to compensation are applicable up to the limits of responsibility established in this section, "on a basis proportional to the hardship suffered", unless the air carrier took all reasonable measures to avoid the damage or it was impossible to take such measures." (Regulations (EC) 2027/1997 and 889/2002).
Iberia complies with the criteria set out in the Montreal Convention. You can consult compensation details and deadlines for incidents with baggage at Passenger rights.
If you have travel insurance, your policy might include greater coverage than the one we can offer. Ask us for a report for your insurance company as proof of any loss, damage or delay that has occurred.
Which company should I make the claim with when I check in my luggage as part of a connection?
If you fly several routes with different companies and have checked in directly to the final destination, you will have to consult the last company you flew with in case of any incident with your baggage.
Who do I file my claim with for damaged or delayed luggage on code share flights?
For flights using a shared code between the Iberia Group and another airline, you must contact the flight operator, which is the airline on which you have travelled.