Welcome to Thomas Cook Support

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My baggage is lost, damaged or delayed - how do I get help?

Left something on a plane?

Please use Luggage Point to locate lost items if you land at Birmingham, Edinburgh or Glasgow.

Contact the lost and found property desk for any other airport. These are usually listed on the airports’ websites.


What to do if your bags are missing or damaged

We understand how stressful it is if your bag is not waiting for you at you at your destination. On the rare occasion that a bag does not arrive as planned we will do all we can to find it and get it back to you as soon as possible. Here's what we need you to do:

  1. Notify a baggage handling agent immediately - Do this in the baggage hall as soon as you realise your bag is missing. Make sure you do this before you leave the terminal building.
  2. You'll be given a letter advising next steps - Once a report has been made, both in the UK and overseas, the member of staff will complete a Property Irregularity Report (PIR) and you will be given a letter to advise you of the next steps. Hold on to this.
  3. Track your baggage claim online - Find the reference number on your letter and use this to check the status of your baggage claim at WorldTracer.
  4. What to do if your baggage hasn't been traced after 5 days - Email the contents of your bag(s) to tc-baggage@fraport.de and our partner Fraport will start an extended search. Bags are declared lost at 21 days. 

Track baggage claim status


If your baggage is damaged…

Our partner will deal with damaged baggage claims and they can be contacted on email at  info.uk@dolfi1920.com. Your email will go direct to Dolfi 1920 who look after Thomas Cook Airlines baggage claims.

If you need to make an insurance claim

Make one within 7 days of the damage happening. You can do this by contacting your own insurers or through our insurers, Menzies Client Solution and they can be emailed at thomascookuk@airlinecrm.com


You'll also need to...

Remember to contact your holiday or travel company (if separately insured), particularly if the loss is likely to exceed £250 or your baggage contains money, jewellery or valuable items such as cameras and video equipment. You should also notify any other insurer who might be providing cover for your valuables – this could include householder ‘all risk’ policies and credit card protection. Ensure that you keep all of your tickets, baggage tags and receipts to support your claim. 

If you’re flying with another airline you’ll need to contact them directly for more information.


Claim for essential items

If you are away from home we appreciate you may need to buy emergency provisions until your bag arrives. We will consider reimbursement of reasonable out of pocket expenses (excluding toiletries), on production of receipts. These should be sent to Menzies Client Solution, our Claims Handling Company, within 21 days of your return via thomascookuk@airlinecrm.com.