In short: Report the problem at the airport before you leave and get a Property Irregularity Report (PIR). For a delayed bag, claim in writing within 21 days of getting it back; for damage, TUI asks you to report within 7 days via its partner damagedluggage.com. Lost bags are claimed through TUI's baggage claims partner or your travel insurer – not both. The airline's liability is capped at 1,519 SDR (about £1,534 / €1,837 on 10 November 2026) and you must prove your loss.
At the airport: get a PIR before you leave
TUI's luggage FAQ asks you to report a missing or delayed bag at the arrival airport before leaving, at the baggage services desk in the reclaim hall. The handling agent will complete a Property Irregularity Report (PIR) and give you a reference – TUI says it has five letters followed by five numbers.
- Keep the PIR with your boarding pass, bag tag receipt and booking confirmation.
- If the bag is damaged, photograph it in the reclaim hall and ask for a PIR for damage too.
- Give a delivery address where you will actually be – your hotel if you are on holiday.
You can then follow the search online at mybag.aero with your PIR reference (TUI notes the tool may not work for some partner-operated flights). In the first days, TUI tells you to contact the local ground handling agent shown on your PIR; if you are on a TUI holiday, your rep or the TUI app chat can also help arrange an allowance for essentials.
Delayed bags: essentials and the 21-day limit
A bag that turns up late is a delayed baggage claim under Article 19 of the Montreal Convention. You can claim reasonable costs of essentials you had to buy – toiletries, underwear, a change of clothes – with receipts.
- Deadline: the claim must be in writing within 21 days of the bag being delivered to you. TUI's FAQ states the same 21-day rule.
- After about six days without your bag, TUI points you to TUI Baggage Services (phone 0333 577 0300, or live chat at tui.1stflight.co.uk, weekdays 09:00–17:00). Quote your PIR, surnames of the party, flight number and booking reference.
- Buy only what you need, keep every receipt, and avoid luxury replacements – airlines refuse "unreasonable" purchases.
More on what counts as reasonable: delayed baggage compensation.
Lost bags: claiming from TUI or your insurer
If a bag has not been found after 21 days, it is treated as lost and you can claim for the bag and its contents. TUI's FAQ gives these claim channels:
- online through TUI's baggage claims portal at tui.airlineluggageclaims.com;
- by post to TUI Airways Baggage Claims, PO Box 1215, Crawley, West Sussex RH10 0HA; phone 0333 577 0300;
- or through your travel insurance – TUI says you cannot claim from both, and asks insurers to direct correspondence to its baggage claims department.
List each item with its value and age, and attach any receipts or bank statements. Airlines deduct for wear and depreciation, so a five-year-old jacket will not be paid at its new price. The full process: lost luggage compensation.
Damaged luggage: TUI uses damagedluggage.com
For damaged bags, TUI's FAQ sends you to its baggage replacement partner at www.damagedluggage.com. You register the claim online with photos and details; the partner looks for a repair or a replacement and emails you a reference number. TUI asks you to report damage within seven days of your return flight; contact options include live chat (weekdays 09:00–17:00) and 01279 813000, option 2.
Under the Montreal Convention the written complaint for damage is due within 7 days of receiving the bag, so do not wait until you are home if your damaged flight was the outbound one. TUI says minor scuffs and dents are treated as normal wear and tear, and that it cannot accept liability for fragile or valuable items packed in checked baggage – carry those in the cabin. See damaged luggage compensation.
How much TUI can be made to pay
| Problem | Written claim deadline | What you can recover |
|---|---|---|
| Delayed bag | 21 days from delivery | Reasonable essentials, with receipts |
| Damaged bag | 7 days from receipt (TUI: 7 days from your return flight) | Repair cost or depreciated value |
| Lost bag | As soon as possible once declared lost | Depreciated value of bag and contents |
All three are capped together at 1,519 Special Drawing Rights per passenger (the limit since 28 December 2024), about £1,534 or €1,837 at the IMF rate on 10 November 2026. Court proceedings must start within 2 years. Baggage problems are covered by the Montreal Convention, not by UK261, so there is no fixed £220–£520 payment for a missing suitcase. If the flight itself was 3 hours or more late, claim that separately: TUI claim guide.
If TUI rejects a baggage claim, AviationADR (TUI Airways is a member) can review it – see ADR schemes.
Frequently asked questions
How do I contact TUI about lost luggage?
TUI's FAQ lists TUI Baggage Services on 0333 577 0300 and live chat at tui.1stflight.co.uk (weekdays 09:00–17:00) for tracing after six days, and the claims portal at tui.airlineluggageclaims.com for lost bags. Always quote your PIR reference.
How long does TUI have to find my suitcase?
Under the Montreal Convention a bag is treated as lost if it has not arrived 21 days after it should have. You can then claim for the bag and its contents, up to 1,519 SDR per passenger.
Will TUI pay for clothes while my bag is delayed?
Reasonable essentials, yes, if you keep receipts and claim in writing within 21 days of getting the bag back. If you are on a TUI holiday, your rep or the TUI app chat can help arrange an allowance.
TUI says my suitcase damage is wear and tear. What now?
TUI excludes minor scuffs and dents. If the damage is more than that – a broken wheel, handle or shell – send photos, the PIR and a repair quote, and refer a refusal to AviationADR.
The TUI Airways name belongs to its owner; EU261 Flight Delay is an independent information site and is not affiliated with TUI Airways. Information only, not legal advice.
Sources
- What do I do if my luggage is lost or delayed? – TUI UK
- What do I do if my luggage is damaged? – TUI UK
- TUI Airways flight-only terms and conditions – TUI UK
- Lost, delayed or damaged baggage – UK Civil Aviation Authority
- Alternative dispute resolution (ADR) – UK Civil Aviation Authority
- SDR valuation – currency units per SDR – International Monetary Fund
We check every rule against the sources above. Spotted an error? Tell us – see our editorial policy.