3) What do I do if my luggage is lost or delayed?
You'll need to report lost or delayed baggage at the airport by filling out a Property Irregularity Report and then calling the number on the form. For the first 5 days of baggage tracing, please contact the airport where you reported your baggage as missing.
If your bag has been missing for 6 or more days, call the TUI Baggage Services Department on +44 333 577 0300. Calls are charged as local rate per minute plus network extras.
Making a claim
Just so you know, we have limited liability in cases of delayed delivery and lost or damaged baggage under the Montreal Convention, so you may wish to make a claim through your travel insurance provider. However, we'll be pleased to help if you decide to send your claim to TUI. You can't claim from both your travel insurance provider and the airline.
If you want to make a claim through TUI, you can make your claim online at this website www.tui.airlineluggageclaims.com
If you're claiming for delayed baggage, you'll need to make your claim in writing within 21 days of the date your baggage was delivered.
To find out more about the Montreal Convention, please take a look at the 'What's the Montreal Convention and how does it affect me?' question.
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