1. What is the free baggage limit?
To find out the maximum free baggage allowance when you travel, you need to take different factors into account, such as your travel route and the class you're flying in: Economy or Business Class. Also if you have LifeMiles Silver, Gold or Diamond status or Star Alliance Gold Level, you can enjoy additional benefits. Visit our free baggage allowance page to read more.
2. What is the carry-on baggage allowance?
You can take 1 piece of baggage with a maximum weight of 22 lbs./10kg, which is no larger than 45 inches/115 cm (length + width + height). Read more information about carry-on baggage.
3. How can I find out information about baggage policies for my scheduled flight?
On the top of our website, you’ll find the option Travel information then the heading “Plan your trip” and the link Baggage, where you’ll find all the respective information.
4. What’s the time limit to file a baggage claim?
You can file your claim through two different channels: at the airport where the issue occurred or through the Baggage Call Center. The deadline to file your claim depends on the type of issue. For destruction, theft, loss or damage, you have up to 7 days (subject to type of flight) from the date of receipt of your baggage to report it. For delayed baggage, you have up to 21 days to report the incident. Your claim will not be processed after these deadlines.
5. How can I make sure my baggage arrives with me?
Please always put identification on your checked baggage, and include another label inside the bag to ensure we can identify your baggage in case the outer label is lost. Please remember, medicine, money, valuable documents, keys, jewelry, cameras and other small fragile goods, should preferably be kept in your carry-on baggage. If you want to make a baggage claim, please visit our baggage locator section.
6. Can I take perishable items in my baggage?
Perishable items are very delicate and if they are not transported on the same flight as you they will spoil. We suggest you do not transport these items. However, if you decide to transport them you do so at your own risk and subject to acceptance by the customs authorities of the destination country.
Please remember that perishable items are not allowed in "Stand By" baggage. Read more information about your baggage.
7. What is "Stand By" or "Subject to Space " baggage?
"Stand By" or "Subject to Space" baggage, are pieces in addition to the 2 pieces defined as part of the baggage allowance, which as the name implies, travel subject to space, and if it is not possible to transport them on the same flight as you they will be delivered in maximum of 9 days. The transportation of these pieces incurs excess baggage charges.
8. Up to what point is the Airline responsible for items in checked baggage?
We are responsible for products that are for your use and convenience, with the following exceptions: fragile items, antiques, works of art, books, photos, documents, securities, televisions, computers and other electronic items and accessories, mobile devices and accessories, video or photographic equipment and optical accessories, furs, money, jewelry, precious metals, medicines or medical supplies, perishable items or any article that you could carry with you in the passenger cabin such as: samples, articles for commercial use, unique and irreplaceable items and similar valuable items. Valuable items should always be under your care and custody, so we ask you to please transport them in your carry-on baggage. Read our information on limited liability with baggage.
9. What should I do if my carry-on baggage is taken from me at the aircraft door?
Due to space restrictions your carry-on baggage may be taken from you at the aircraft door. If this happens you must take your valuable objects out of your baggage and take them with you as the rest of the carry-on baggage will have to be transported as checked baggage and will be governed by the terms and the conditions this type of baggage entails.
10. What are baggage tags? Why are they important?
Baggage tags are the receipt airlines give their customers to identify each of their checked pieces of baggage. They are very important and should not be lost or thrown away, even when you arrive at your final destination as they are indispensable in case you have a baggage claim at a later date.