Please accept our apologies. We are doing everything we can to help.
Here you will find information on what to do if your baggage was not delivered.
Where is the baggage receipt number?
- If you checked in at the airport, you received your baggage receipt at the baggage drop-off counter.
- If you printed your boarding pass and baggage tags at home, your receipt number is indicated on the Baggage receipt page and in the e-mail you received.
Enter your receipt number into the online form. You will receive a file number at the end of the declaration process. Keep this number in order to track the progress of the search for your baggage on our website.
Please note that certain airports do not permit online declaration of missing baggage.
Before leaving the airport, you must fill out a document called a Property Irregularity Report (PIR). You will receive a file number at the end of the declaration process. Keep this number in order to track the progress of the search for your baggage.
* Or its representative.
An accurate and complete description of your baggage contents is essential for locating your baggage.
If your baggage is not located in the 21 days following your flight, we will use the value you provided to establish a compensation claim*.
Upon presentation of sufficient documentation (receipts, proof of purchase), as well as your bank account information in Brazil, and CPF, through the online declaration form, your compensation can be paid up to approximately* €1,295 (the maximum compensation amount set by the Montreal convention).
* Compensation is counted in Special Drawing Rights (SDR), the unit of currency used by the International Monetary Fund (IMF). 1,131 SDR converts to approximately €1,295. (This conversion rate varies according to fluctuations in currency.)
After this period, please contact customer service in your arrival country, your current country or your country of residence. Local contact information is provided in the Contact us section.