In a case where your luggage is delayed you must report your missing baggage immediately at the airport by contacting the arrival service. When you have reported your baggage missing, you will receive a PIR report (Property Irregularity Report).

If you need to buy toiletries and other essential items that was packed in your baggage, we will reimburse you for these costs within reasonable limits.

• Save the receipts of your expenses together with the PIR report, these will be needed to claim your compensation.
• Your claim must be produced within 21 days from the time you have received your lost baggage.

In a case where your luggage not has been found after 21 days, you can submit a claim for compensation for lost baggage.

If you have travel insurance, investigate this option first. Our liability for lost baggage is limited by international regulations and guidelines, just like all other international airlines. Fragile and valuable items such as passports, laptops, money, medicines, jewellery, cameras and keys must be packed in hand luggage. Such types of items are not replaced by populAir.

To submit a request for compensation for lost luggage, email callcenter@populair.com, fill in ithe following information in the email:

• The PIR receipt, as these are  required for your compensation claim.
• The compensation claim must be made within 21 days from the time you gained access to your luggage.
• Booking number.

In the event that your baggage is damaged during the flight, this must be reported to the airline. If your baggage has been damaged and it is considered to be due to inadequate packing or negligence, no compensation will normally be paid by Ampola Flyg AB. The burden of proof that the baggage has been packed correctly according to our recommendations lies with you as a passenger. It is important to note that we do not normally compensate for damage such as scratches, dents, zipper problems, marks, dents or dirt, etc. Your baggage must withstand normal handling at an airport.

If the contents of your baggage have been damaged without affecting the bag itself or the packaging, no compensation will normally be paid. When checking in special baggage such as instruments, camera equipment, sports equipment, etc. it is your responsibility as a passenger to pack your baggage with the utmost care. This is because bulky baggage is considered to be at greater risk of damage. It is therefore important to pack special baggage reliably.

It is advisable to report damaged baggage immediately upon arrival at the airport, when a claim/PIR report will be drawn up. If you discover the damage later, you can return to the airport within 7 days or make a complaint to our email, callcenter@populair.com.

When making a claim, please enclose the ticket for your trip and the receipt for checked baggage when reporting damaged baggage. If you choose to make a claim via our email, you also need to attach photos of your damaged baggage with the baggage tag on and photos of the damage.

Depending on the extent of the damage, we will first prioritize the repair of your luggage. If repair is not possible, we will reimburse you based on the purchase price with age deduction.