Self-Service for Delayed or Damaged Baggage

Do you wish to report your delayed or damaged baggage within the first 5 days after your flight? Use our self-service. Additionally, the self-service provides the option to receive updates on your existing case, and you can find FAQs for quick answers.

• Baggage Self Service

Lost & Found contacts

Airtag baggage tracking

Every lost suitcase is one too many and we want to tackle that in an innovative way. This is why we have a possibility to share the information about your delayed baggage with us if you have an Apple AirTag in it.

To share the location of your AirTag or Find My network accessory with us, you can first generate a Share Item Location link in the Find My app on their iPhone, iPad, or Mac. We have made it possible for you to easily add this link to the existing online process for reporting lost baggage. For your privacy and security, location sharing will automatically end as soon as a you are reunited with your bag, can be stopped by you at any time, and will automatically expire after seven days.

Share Item Location is built on the Apple Find My network, a crowdsourced network of over one billion Apple devices that use Bluetooth wireless technology to detect missing devices or items nearby and report their approximate location back to the owner. The entire process is end-to-end encrypted and anonymous, so no-one else, not even Apple or Find My Network accessory manufacturers, can view an item’s location or information.

Follow the steps below to share the link with us:

• Within the Find My app, locate an item to be shared with Marabu
• In the item menu, select “Share Item Location”
• Select “Continue” to generate a sharable link
• Go to our Baggage Self Service
• In the Self Service choose “Manage My Bag” and login
• On the home screen, choose “Find My Item Location”
• Select “Add a Find My Item Location”
• Paste in the link you copied from the Find My app
• The link is there and can be verified by clicking on it

If you wish to remove or edit the link, follow the steps:

• Go to the Find My Item Location page in the Baggage Self Service
• The link is displayed there and can be edited using the pencil icon or removed using the X icon
• Once removed a new link can still be added if needed

FAQ's and Guidelines

Your baggage is delayed or has been damaged? We do understand that this can cause inconvenience, and we are here to support you.

Delayed Baggage

My baggage is not at the baggage claim, what do I need to do?

If your bag is missing, we’ll ask you to complete a Delayed Baggage Report. To create this report online, please click here. Alternatively, you may make the report in person at our baggage services desk near the baggage claim area at your arrival airport.

When you create your report, we’ll ask you to describe your bag and enter the bag-tag number. Please give as accurate details as you can to help us locate your bag.

How do I get updates on my baggage?

You can find updates on the status of your delayed baggage on our baggage self-service and select Manage an existing report. Enter your PIR number and surname. If you have provided us with an email address or a mobile number, you will be receiving messages from us with updates.

What if I want to change my details?

If you wish to change any details on your report, click here and select Manage an existing report. Enter your surname and PIR number to access your report.

How do you get my delayed baggage to me?

Once your bag shows up and where local law allows, you will be contacted by the handling agent to arrange delivery subject to custom clearance. Where we are unable to deliver your baggage to you, you will be asked to collect it from our local handling agent at your arrival airport.

What can I do when I still haven't received my baggage within 5 days?

If you haven't received your baggage within 5 days, please complete the Baggage Inventory Form listing the contents of your baggage on our online self-service. Listing colors, brands, or a specific item can help us locate your baggage quicker. Go to Manage an existing report, then enter your surname and file reference (PIR) number.

For additional inquiries, please reach out to our team via email at [email protected].

Will you provide essential items while waiting for my bag?

If you are away from home, we appreciate you may need to buy emergency provisions until your baggage arrives. We will consider reimbursement of reasonable out of pocket expenses on production of receipts.

Where do I get my interim cost reimbursed?

Please send your Property Irregularity Report together with the flight ticket/-number, boarding pass, baggage tag and receipts of emergency provisions within 21 days after delivery of the baggage to the customer relations department. Submit your request here.

Damaged Baggage

My baggage is damaged, what do I need to do?

If your bag is damaged, we’ll ask you to complete a Damage and Pilferage Report (DPR). To create this report online, please click here. Alternatively, you may make the report in person at our baggage services desk near the baggage claim area at your arrival airport.

When you created your report, we’ll ask you to contact our service partner Dolfi 1920 GmbH within 7 days after you received your baggage. Our service partner offers a repair service. The damaged baggage will be examined and repaired. If a repair is not possible, it will be replaced by a new baggage item of equal value.

Something is missing out of my baggage contents - what do I need to do?

If something is missing out of your baggage contents, we’ll ask you to complete a Damage and Pilferage Report (DPR) . To create this report please see a local handling agent at our baggage services desk near the baggage claim area at your arrival airport.

When you created your report, we’ll ask you to contact our customer service team within 7 days after you received your baggage.

Lost Items On Board (Cabin Baggage)

I've lost something on board. What's the next step?

We are sorry to hear that you have left something behind onboard our planes. Please get in touch with the Lost & Found counter at your arrival airport. You can find the contact details in our online self-service under "FAQs & Contact – Contact Marabu."

When reaching out, be sure to provide a thorough description of your lost item, including your seat number, full name, flight number, and date. While we cannot guarantee recovery, our colleagues will do their utmost to assist in locating your lost item.