Your rights
We are sorry that your luggage has been damaged or delayed. We do everything we can to help you and settle the matter as quickly as possible. As an airline we have a certain obligation to refund expenses incurred as a result of irregularities with checked luggage.
If you have any questions, or need help, you are welcome to contact us by email [email protected] or by calling us on telephone +298 34 10 00.
If your checked luggage is damaged during the journey, you must report the damage immediately. This can be done at the airport on arrival or at the latest seven days later by clicking HERE
A damage report (PIR) is drawn up and sent to your email. A PIR is required in order to receive compensation for the damage and is valid for two years.
Airlines have limited liability for damaged luggage. Atlantic Airways refunds a maximum of 700 DKK for the purchase of new luggage, and only against a valid receipt for the purchase. We therefore recommend that you first contact your travel insurance company regarding compensation. A claim for compensation from Atlantic Airways must be sent to [email protected]
A damage report must be made at the latest seven days after arrival
The deadline for claiming compensation is two years from when the PIR was made
That all deadlines have been met
A valid receipt for the purchase of new luggage
A valid PIR
We do not accept liability for:
Overfilled luggage
Water, rain or snow
Normal wear and tear; e.g. scuffs, dents, broken zips and other minor damage
Goods that are unprotected or spoil easily
Damage to the contents of the luggage
If your checked luggage is delayed during the journey, you must report it immediately. This can be done at the airport on arrival or by clicking HERE.
It is very important that you give as accurate information as possible, as this helps the tracing system to find your luggage again. A delay report (PIR) is drawn up and sent to your email. Keep your PIR, as it must be used if you have to claim compensation.
We will contact you when the luggage has been found and has arrived.
Deadlines regarding delayed luggage:
A delay report must be made immediately
The deadline for claiming compensation for purchases is 21 days after receiving the luggage
We refund purchases of necessities, e.g. a toothbrush, clothes etc., and only against a receipt for goods bought during the period in which the luggage is delayed.
The compensation for each passenger is 500 kr. per 24-hour period for up to a maximum of three 24-hour periods, i.e. 1,500 kr. in total.
Conditions for compensation:
That all deadlines have been met
A valid receipt for the purchase of necessities
A valid PIR
That it is an outbound journey*
We do not accept liability for:
Luggage that has been checked in incorrectly by an airline we do not cooperate with
If the passenger chooses to leave the airport before the luggage has arrived on the belt
*No compensation is given on the return journey.
Luggage that is delayed for more than 21 days is regarded as lost. After 21 days it is possible to claim full compensation for all the contents of the luggage. This is, however, limited to a maximum of 1,519 SDR* which is the unit of account of the IMF (International Monetary Fund).
Send an email to [email protected] Attach the PIR with a brief description.
*1 SDR = approx. 9 DKK
Atlantic Airways has no obligation to pay compensation if the luggage is delayed because of circumstances beyond our control, e.g. strikes, weather and the like.
Compensation is not paid for damage to electronic or battery-powered items such as: televisions, computers, cameras, games, toys, hairdryers, straighteners, shavers, samples etc.
Atlantic Airways does not pay compensation for damage to personal items such as: keys, jewellery, securities, passports and other identity documents that are carried in checked luggage. We recommend that such items are carried as hand luggage.
Atlantic Airways does not pay compensation for food or drink in checked luggage.