Damaged, Delayed or Lost Luggage

We regret that your luggage was damaged, delayed or lost while travelling with Atlantic Airways. We will do everything we can to expedite your case as soon as possible.

Atlantic Airways is obliged to pay compensation for damaged luggage, which has been checked in and transported on our aircraft, except if the damages are due to faults or defects in the luggage itself.

If your luggage is delayed, Atlantic Airways is also obligated to refund purchases of necessities, except when your luggage is delayed due to circumstances that Atlantic Airways has no control over, so called “Force Majeure” e.g., strikes, weather, war, etc. In these situations, Atlantic Airways is not liable to pay reimbursement.

Statutory Reporting Deadline

If your luggage is delayed or damaged whilst travelling with Atlantic Airways, you should report your missing or damaged luggage before leaving the airport or within 7 days after arrival.

On arrival in the Faroe Islands, please contact Atlantic Airways

On arrival in other countries, please contact our handling agent at your arrival airport.

If your delayed luggage has been damaged, you must report the damage within 7 days, after receiving the luggage.

Claims regarding delayed or lost luggage must be reported to Atlantic Airways as soon as possible or no later than 21 days after you have received your luggage or 21 days after Atlantic Airways has notified you that your luggage is considered lost.

If your claim falls outside the deadline, your right to pos sible compensation from Atlantic Airways is waived.

Damaged Luggage

If your luggage is visibly damaged, during a flight, bring it to Atlantic Airways immediately after arrival. Or no later than 7 days after arrival, or the handling agent representing Atlantic Airways in other countries.

The airport representative will give you a Property Ir regularity Report (PIR) when you have reported the damaged luggage. This is a unique file reference, con nected to your luggage, and you must be sure that you receive a copy of the Property Irregularity Report.

The Property Irregularity Report (PIR) is required when you need to file a claim to:

Your insurance company if you hold a travel insurance

Atlantic Airways if you do not hold a travel insurance

Before submitting your claim to Atlantic Airways, we recommend contacting your insurance company.

As an airline, Atlantic Airways has limited liability for damaged luggage:

„ Reimbursement if you can present a receipt for the purchase of new luggage.

Reimbursement up to DKK 700,- can be paid for damaged luggage.

„ Reimbursement is only granted for checked in luggage*.

Atlantic Airways is not liable for damages arising from:

Over packed luggage

Water, rain, or snow

That the contents are fragile or quickly spoiled.

Preexisting damages

Normal wear and tear i.e. minor cuts, scratches, broken zippers, and other minor damage resulting from ordinary handling of the luggage.

*Atlantic Airways is only liable to reimburse damage to cabin luggage if Atlantic Airways’ employees have been negligent in con nection with the damage.

Delayed Luggage

If your luggage is delayed on your journey with Atlantic Airways, please report the missing luggage at your arrival airport or via e mail bagservice@atlantic.fo

Once you have reported your delayed luggage the airport representative will give you a Property Irreg ularity Report (PIR) with a unique file number (e.g., FAERC12345). It is important to save it until you have re ceived your luggage.

Information regarding your delayed luggage is entered into a worldwide search engine, which will help locate the luggage.

We will update you via e mail while we search for your luggage. Please note that Atlantic Airways is searching for your luggage even if you do not receive any up dates, and we will contact you once we have located your delayed luggage.

If your luggage is delayed more than 24 hours, and you need to purchase necessities, such as toiletries, etc., the Airline is obliged to reimburse you for these purchases.

For Atlantic Airways to reimburse your purchases, you need to present the receipts for purchases for necessi ties, while waiting for your luggage.

Reimbursement is only made for passengers who do not have permanent residence in the country of arrival.

We strongly recommend saving receipts with your Prop erty Irregularity Report (PIR) and your travel itinerary. In case of delayed luggage Atlantic Airways reimburs es according to current regulations, which apply to each passenger:

„

Travel day DKK 0, - pr. Passenger

After 24 hours DKK 500, - pr. Passenger

After 48 hours DKK 500, - pr. Passenger

After 72 hours DKK 500, - pr. Passenger

If your luggage has not been found 21 days after your checked luggage should have been returned to you, your luggage is considered lost.

General Terms and Conditions

Atlantic Airways does not cover damages to electronic, electric, or battery powered devices such as TVs, laptops, tablets, cameras, hair dryers, hair straightener, electric shavers, etc.

Atlantic Airways does not reimburse damages to keys, jewellery, silver, passports, and other identification documents carried in the checked in luggage. There fore, we recommend that you always have these in your carry on luggage.

Furthermore, Atlantic Airways does not reimburse for food or liquids (wine, spirits, etc.), packed in the checked in luggage.

Atlantic Airways' liability concerning damaged, delayed, or lost luggage is limited to max. 1.131 Special Drawing Rights (SDRs). SDR is a mathematical unit of the International Monetary Fund (IMF).

Claims must be sent to Atlantic Airways by e mail: cr@atlantic.fo

Good Advice

„ Bring everything fragile and / or valuable in your carry on luggage.

„ Remember to ask for a Property Irregularity Report (PIR – Report).

„ Avoid purchasing expensive replacement items while waiting for your luggage, as the full amount may not be refunded.

„ Remember to keep all receipts for your extra ex penses, while you wait for your luggage.

„ Check with your insurance company, to see what your insurance covers.

Contact

We will contact you when your luggage has been located.

Please note that Atlantic Airways is looking for your luggage even if you do not receive any updates.

You can check the status of your delayed luggage on: https://www.atlanticairways.com/en/travel-info/luggage

> Follow the progress of your missing luggage

If you need help or have questions, you are welcome to contact us on:

Atlantic Airways

Vagar Airport

FO 380 Sorvagur

Tel.: +298 341000

E mail: bagservice@atlantic.fo