Spain welcomed 96.8 million international tourists in 2025, a record, and with them arrived tens of millions of checked bags. According to the latest SITA report, Europe mishandles 12.3 bags per 1,000 passengers — nearly double the global average. If you've just landed in Madrid, Barcelona, Palma, Málaga, Alicante, Valencia or the Canary Islands and your luggage didn't make it, this guide tells you exactly what to do in the next two hours, which deadlines matter, and how to claim the maximum airline compensation of 1,519 SDR (around €1,777 / £1,490 in 2026) under the Montreal Convention.
This guide is written for European travellers who've just arrived in Spain and discovered their bag is missing. We cover the PIR process at Spanish airports, handling agents you'll deal with (Iberia Airport Services, Menzies, Swissport, Groundforce), how to escalate to Spanish aviation authorities, and — importantly — what to do if your existing insurance or EHIC/GHIC doesn't cover this.
🚨 Just arrived and your bag isn't here?
Do NOT leave the baggage reclaim area. Head straight to the airline's Lost & Found desk (usually signposted in English as Lost Luggage or Baggage Services) and ask for a PIR. Without this document you lose almost all right to compensation. Keep reading for the full step-by-step.
First steps at a Spanish airport: don't leave without your PIR
Definition. The PIR (Property Irregularity Report) is the official document that opens your claim file. No PIR means no claim — it's the starting point of everything that follows, and it can only be filed before you leave the baggage reclaim area.
How to file a PIR at a Spanish airport:
- Go to the airline's Lost & Found desk (or the handling agent's desk: Iberia Airport Services, Menzies, Swissport or Groundforce depending on your airline). They're located inside the baggage reclaim area. Request a PIR. You'll get a reference number, usually 5–7 letters + 6 digits (e.g. MADIB12345 where "MAD" stands for Madrid).
- Keep these three documents safe: your boarding pass, the baggage sticker (the label with the barcode attached to your boarding pass), and your signed copy of the PIR. Take photos of all three from both sides.
- Ask for the tracking channel (WorldTracer reference, airline app, baggage services email) and the exact process to upload receipts for essential purchases later on.
- If your itinerary had connecting flights, mention every flight number and airport. Transfer mishandling accounts for 41% of all lost luggage — the airline needs to know the full route to trace it.
- Buy only essential items (toiletries, underwear, one change of clothes, charger if needed) and keep every single receipt. Pay by card for bank traceability.
Key deadlines (7 and 21 days) and when a bag is officially "lost"
Definition. The Montreal Convention sets strict deadlines to report and claim each type of baggage incident. Miss them and you lose your right to compensation — even if you were clearly in the right.
| Incident type | Deadline to notify | What to do |
|---|---|---|
| Damaged baggage | 7 days from delivery | Written claim with photos and value receipts |
| Delayed baggage | 21 days from actual delivery | Written claim with receipts for essential expenses |
| Lost baggage | From day 21 without delivery | Request loss declaration + compensation |
| Court action | 2 years from scheduled arrival | Last resort; right expires after that |
Who's responsible. Always the airline, never AENA (the Spanish airport operator). AENA manages the airport infrastructure, not your checked bags. All claims must go to the airline that operated the flight — even if you bought the ticket through a travel agency, consolidator or package holiday provider.
Airline compensation limits in 2026 (Montreal Convention)
Definition. For international flights governed by the Montreal Convention (almost all flights into Spain from the EU, UK, US and most of the world), the airline is liable for destruction, loss, damage or delay of baggage up to a maximum per passenger. The limit is revised every five years by ICAO. Since 28 December 2024, the cap is 1,519 SDR (Special Drawing Rights).
What's an SDR in real money? An SDR is an IMF accounting unit based on a basket of major currencies. Its value fluctuates daily. As an indicative reference in 2026:
| Concept | Value in SDR | Approx. in EUR | Approx. in GBP |
|---|---|---|---|
| 1 SDR | 1 SDR | ~€1.17 | ~£0.98 |
| Maximum per passenger | 1,519 SDR | ~€1,777 | ~£1,490 |
Practical summary by incident type:
- Total loss or destruction: compensation up to ~€1,777 / £1,490 per passenger.
- Delay: reimbursement of reasonable essential expenses with receipts, within the overall cap.
- Damage: repair or replacement based on valuation and evidence (photos, receipts).
How to exceed the cap: if your bag contains high-value items (professional camera gear, musical instruments, jewellery), you can make a special declaration of value at check-in (usually for an additional fee). Only with this declaration will the airline be liable above the 1,519 SDR limit.
Essential expenses: what airlines reimburse and how
Definition. While your bag is delayed, the airline must reimburse essential expenses you incur to cope with its temporary absence: toiletries, underwear, a basic change of clothes, and items genuinely needed for your trip (for example, formal wear if you're travelling for a business meeting or a wedding).
| Type of expense | Reimbursable? | Recommended evidence |
|---|---|---|
| Basic toiletries | ✅ Yes | Detailed dated invoice |
| Underwear and socks | ✅ Yes | Detailed invoice |
| Simple T-shirt or change of clothes | ✅ Yes | Invoice + brief context explanation |
| Basic shoes (if essential) | ✅ With justification | Invoice + reason (e.g. wedding, business) |
| Luxury or branded clothing | ❌ No | Not covered |
| Replacement electronics | ⚠️ Case by case | Only if strictly necessary and justified |
| Temporary replacement suitcase | ⚠️ Depends on case | Invoice + justification |
Golden rules so they actually pay you:
- Always ask for a named invoice (with your full name), not just a till receipt.
- Pay by card to leave a bank trail.
- Shop at reasonable retailers: avoid luxury boutiques even if you're staying on a high-end shopping street like Madrid's Gran Vía or Barcelona's Passeig de Gràcia.
- When submitting your claim, include a brief explanatory list saying why each purchase was necessary.
- If you had a time-sensitive commitment (business meeting, wedding, competition), attach proof (invitation, agenda).
Tracking your bag: WorldTracer, AirTag and Spanish airport contacts
Definition. WorldTracer is the global baggage tracing system operated by SITA and used by more than 2,800 airports and 500 airlines worldwide, including every major Spanish airport. When a PIR is filed, your bag enters this international database and can be located from anywhere in the world. 61% of mishandled bags are resolved within 48 hours, and 25% within 12 hours.
- WorldTracer / airline portal: use the PIR reference number to check real-time updates. Some airlines let you upload receipts directly from the portal.
- Active contact: write to the official baggage services email. Avoid duplicating claims on social media unless the airline specifically asks you to.
- AirTag or Tile / Samsung SmartTag: if you had a tracker in your bag, share its location with the airline. British Airways, Iberia, Lufthansa, Qantas and Cathay Pacific are already integrated with Apple's Share Item Location feature for faster recovery.
- Day 21: if your bag still hasn't arrived, formally request a loss declaration in writing and open the compensation file.
- If the response is insufficient: file a formal written complaint with the airline. Keep proof of receipt. If that fails, escalate to AESA (Spain's Aviation Safety Agency) — yes, AESA handles complaints from international tourists too.
- Last resort: court action or arbitration. Remember the maximum deadline is 2 years from your scheduled arrival date.
Useful contacts at Spanish airports
- AENA general information: +34 913 211 000 (24/7, English available)
- Madrid-Barajas (MAD) Lost & Found: located in arrivals for each terminal; ask at any information desk
- Barcelona-El Prat (BCN) Lost & Found: T1 and T2 arrivals, inside baggage reclaim
- National Police (for theft): 091
- General emergencies: 112 (English, French, German, Italian, Spanish)
- AESA (aviation complaints escalation): seguridadaerea.gob.es — online complaint form available in English
Airline compensation vs private travel insurance
Definition. Many travellers assume the airline's compensation is enough. In practice, there are several important gaps that only a private travel insurance policy covers — and they usually make the difference between recovering the real value or losing money.
| Situation | Airline liability | Iris Global travel insurance |
|---|---|---|
| Compensation for total loss | Up to ~€1,777 (Montreal cap) | Tops up to policy limit |
| Essential expenses during delay | Per policy, capped | Immediate allowance, no waiting for airline |
| Luggage stolen at hotel or on tour | ❌ Not covered | ✅ Covered (with police report) |
| Delays of 6 / 12 / 24+ hours | Essential expenses only | ✅ Fixed allowance without receipts |
| Valuables (camera, laptop) | Only with special declaration | ✅ Covered up to sublimit (no prior declaration) |
| Paying upfront at the airport | ❌ You pay and claim later | ✅ 24/7 assistance can pay directly |
| Typical time until payout | 6–18 weeks after claim | Between 5 and 15 working days |
Internal data from cases Iris Global handled over the past year for international travellers arriving in Spain:
- 74% of cases are delays (the bag turns up within 24–72 hours).
- 18% are damage claims (breakage, wear).
- 8% are permanent loss or theft.
- On connecting flights, incident probability is 3 times higher than on direct flights.
- 41% of incidents happen during transfer between flights.
- Iris Global's average payout to insured travellers tops up airline compensation by an additional 55% on average.
Methodology: anonymised data. External sources: SITA Baggage IT Insights 2025 (global figures) and internal Iris Global reports.
What if you arrived in Spain without travel insurance?
This is the reality for many European travellers visiting Spain: you assumed your EHIC/GHIC or a credit card's basic protection would be enough. Two important facts you need to know:
- EHIC/GHIC does NOT cover baggage. The European Health Insurance Card and the UK's Global Health Insurance Card only cover medical treatment — not luggage, trip delays or theft. Many UK travellers find this out the hard way.
- Credit card baggage cover is usually limited. Most travel benefits linked to cards pay only if you paid for your flight with that exact card and have very low sublimits (often £500 or less).
Can you buy travel insurance after arriving in Spain? Yes, you can buy an Iris Global travel insurance policy even if you're already in Spain. However, be honest with yourself: the policy has a 72-hour waiting period on its cover, which means it will not retroactively cover the luggage you've just lost. What it will cover:
- Any new incident from day 4 of the policy onwards (theft of replacement items at your hotel, medical issues, other delays during the rest of your trip).
- The remainder of your stay in Spain if it's long enough to benefit from the cover.
- Peace of mind for what's still to come, especially if you have a long trip with multiple destinations.
If your trip is short and the bag is the only problem, your best route is full pursuit of the airline compensation described above. If your trip is longer and you're exposed to other risks (health, theft, further delays), buying insurance now still makes sense for the rest of the trip.
🧳 Cover the rest of your trip in Spain
Iris Global's Travel Insurance covers baggage, theft, medical assistance and delays, with 24/7 multilingual support from Madrid. Policies can be purchased online from anywhere in Europe, including while already in Spain. Note: a 72-hour waiting period applies.
Get a travel insurance quoteEmail templates (copy & paste)
These templates have been reviewed by Iris Global's legal team. Replace every field in square brackets with your actual details before sending. Send emails in English or Spanish — most major airlines operating in Spain respond in both.
1. Initial email after filing a PIR (delayed luggage)
Subject: Baggage incident — PIR [XXXXXX] — Flight [ABC123] — [dd/mm/yyyy]
Dear Sir/Madam,
I am writing to formally register in writing the incident recorded under PIR [XXXXXX] regarding the delayed luggage from flight [ABC123] operated on [date], route [origin–destination].
Attached to this email:
— Boarding pass
— Baggage tag sticker
— Signed PIR copy
I look forward to updates on the location of my baggage and confirmation of the process to submit receipts for essential expenses (toiletries, underwear) within the 21-day deadline established by the Montreal Convention.
Thank you for your attention.
Kind regards,
[Full name]
Passport no.: [XXXXXXXX]
Phone: [+XX XXX XXX XXX]
Current address in Spain: [Hotel name, city]
2. Loss declaration request (day 21 without delivery)
Subject: Loss declaration request — PIR [XXXXXX] — Flight [ABC123]
Dear Sir/Madam,
Having passed the 21-day period established by the Montreal Convention since the incident recorded under PIR [XXXXXX], and having not received my baggage, I formally request:
1. The official loss declaration.
2. The opening of the compensation claim under Article 17.2 of the Montreal Convention (current limit: 1,519 SDR per passenger).
Attached:
— Detailed inventory of contents with estimated value
— Purchase receipts where available
— Pre-travel photos (where available)
— Receipts for essential expenses during the delay
— Bank details for reimbursement: [IBAN XX00 0000 0000 0000 0000 0000]
I look forward to your response within a reasonable timeframe.
Kind regards,
[Full name]
3. Formal escalation to AESA (Spanish Aviation Authority)
Subject: Complaint against [Airline name] — Internal file [No.] — PIR [XXXXXX]
To the attention of the Spanish Aviation Safety Agency (AESA),
I hereby file a formal complaint against [Airline name] for failure to comply with applicable baggage regulations, having exhausted the direct complaint channel without a satisfactory response.
Attached is the complete documentation: PIR, all correspondence with the airline, expense receipts and the last response received.
I request AESA's mediation and, if appropriate, the opening of disciplinary proceedings.
Kind regards,
[Full name]
Passport: [XXXXXXXX]
How to prevent lost luggage before check-in
Definition. No measure eliminates risk entirely, but several concrete actions dramatically reduce the probability of an incident and speed up recovery if one does occur.
Before travelling to Spain
- Put a tracker inside your bag (Apple AirTag, Samsung SmartTag, Tile). Hide it between clothes, not in the outside pocket — harder to remove if the bag is tampered with.
- Photograph your luggage inside and out before closing it. Useful if you need to prove damage or contents later.
- Label clearly: name, international phone number, email and your first hotel address in Spain. Don't use your home address — it signals an empty house.
- Valuables: never check in your laptop, professional camera, jewellery, essential medication, original documents or cash. Keep them in your carry-on.
- Buy travel insurance before departing (the safest option — no waiting period concerns).
At the airport
- Check in with time to spare. Bags from last passengers have a higher chance of not being loaded in time.
- Verify the IATA code on the baggage tag: it must match your final destination (e.g. MAD for Madrid, BCN for Barcelona, PMI for Palma), not a connection point.
- If you have a tight connection, tell the handler — some airlines will prioritise loading short transfers.
Choose your route wisely
- 41% of lost luggage happens during connections. A direct flight to Spain drastically reduces risk.
- Hubs with the lowest mishandling rates are in Asia-Pacific (3.1 per 1,000 passengers, the world's best).
- Among European airlines flying to Spain, KLM, Lufthansa and Iberia consistently outperform airlines that rely on heavy subcontracting of handling services.
Frequently asked questions
Who do I claim from: AENA, the airport or the airline?
The airline. AENA operates Spain's airport infrastructure but is not liable for your checked bag. The PIR is filed with the airline or its handling agent (Iberia Airport Services, Menzies, Swissport, Groundforce).
Can I claim for both damage and delay at the same time?
Yes. If your bag arrived late and damaged, you can claim both. Respect the deadlines: 7 days for damage and 21 days for delay. Both claims can go in the same letter if they happen together.
What if my bag turns up on day 22?
From day 21 without delivery, the bag is officially considered lost for compensation purposes. If it appears afterwards and you've already opened the compensation file, the resolution usually involves keeping essential expenses paid and partially compensating for the extended delay — a negotiated settlement.
What if my flight was domestic inside Spain or outside the Montreal Convention?
The Montreal Convention covers almost all international flights. Domestic flights within Spain follow national rules, though most airlines harmonise their policies. If you fly into Spain from a country that hasn't ratified Montreal (very few left), check the airline's terms.
How do I prove contents if I didn't keep receipts?
Make an honest inventory with estimated prices and age. Add pre-travel photos if you have any (from trips, social media, old invoices on your phone). Airlines value consistency and reasonableness — inflating the value can get the whole claim rejected.
How long does the airline take to pay compensation?
Varies by airline and case complexity. Typical timelines: 4–6 weeks for straightforward cases with complete documentation; 3–6 months for disputed valuations. A private travel insurance policy usually pays within 5–15 working days of receiving all documentation.
Does travel insurance cover a bag stolen from my hotel room?
Yes, as long as you have private travel insurance. The airline isn't liable for theft outside the airport. With insurance, you'll need a police report filed within a short timeframe (usually 24–48 hours) and proof of contents.
Does my EHIC or UK GHIC cover lost luggage?
No. The EHIC (European Health Insurance Card) and the GHIC (UK Global Health Insurance Card, post-Brexit replacement) only cover medical treatment in the public health system. They do not cover baggage, flight delays, theft or any non-medical incident. You need a private travel insurance policy for that.
Does my credit card's travel cover help?
Sometimes, but usually with strict conditions: you must have paid for the flight with that exact card, and sublimits are often low (£500 or less for baggage). Check the exact terms of your card before travelling. For serious protection, a dedicated travel insurance policy is far more robust.
Can I buy Iris Global travel insurance after arriving in Spain?
Yes. Iris Global policies can be purchased online from any European country, including while you're already in Spain. Be aware of the 72-hour waiting period: the policy won't cover incidents that happen (or have already happened) during those first 72 hours. It will, however, cover the rest of your trip from day 4 onwards.
Can I file a claim if the flight was operated by a different airline from the one I bought?
Yes. On code-share flights the responsibility lies with the operating airline — the one that actually flew — not the one that issued the ticket. File the PIR at the airport with the operator, and keep both your boarding pass and original ticket to prove the chain.
Is it worth making a special declaration of value?
Only if you're checking in items worth more than 1,519 SDR (~€1,777 / £1,490) and you don't have travel insurance. The additional fee (typically 0.5%–1% of declared value) only pays off in those cases. For most travellers, a travel insurance policy with a baggage sublimit is cheaper and covers more scenarios.
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Iris Global's Travel Insurance for International Travellers covers baggage, delays, theft outside the airport, advance payment of essential expenses and 24/7 multilingual support. Over 30 years assisting travellers in Spain. Get a quote in under a minute — ideally before departure, or while you're still in the country.
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