If your baggage is damaged, you must visit the Baggage handling office immediately after collecting it at the destination airport prior to leaving the baggage claim area in order to proceed with the creation of a damage claim record and provide the following:

• The damaged baggage
• The baggage tag
• Your ID card or Passport
• Your boarding pass

In case you notice the damage after leaving the airport, please contact uswithin seven (7) days upon arrival at the destination airport, having the below attached:

• A photo of the damaged bag
• The baggage tag
• Any other information/proof you consider as useful for the best assessment of your case

Please note that, in this case, appropriate evidence must be made available that the damage occurred whilst under the care of AEGEAN and Olympic Air. Otherwise, for any damage declared after the passenger has left the Baggage Claims area, the company shall not be held responsible.

We are always committed to repairing your damaged bag. Nevertheless, if the damage is beyond repair and your baggage is deemed unusable, we will replace it with baggage of equivalent value based on an assessment by our partner baggage retailers. If the receipt of purchase is available, it will help us to better assess your baggage.

Kindly note that it is always possible to obtain insurance coverage through your Insurance Company before you travel.

Restrictions & exceptions:

Normal wear-and-tear increases over the useful life of any property. 

AEGEAN and Olympic Air cannot be liable for normal damage to baggage resulting from regular use, such as scratches and light dents.

Likewise, they cannot be liable for:

• Manufacturing defects
• Unsuitable packing/Overpacking (incl. zippers broken caused by these)
• Damages from negligent packing (e.g. spillage of bottled liquids)
• Loss or damage to pockets, security straps and external or integral locks
• Superficial damage to wheels, side handles, or the outside of baggage
• Scratches, marks and dents (normal wear and tear)
• Minor stains and scuffs
• Name badge or various external items attached missing
• Beading exposed
• Integral locks broken 

Unchecked Baggage & Items

AEGEAN and Olympic Air have no liability for any damaged, forgotten or lost personal items. If you have forgotten an item on board, please inform the Baggage Services Office at the Baggage Claims area. If found, you can either personally pick it up or authorize someone to pick it up for you. Found items are stored for fifteen (15) days. 

For more information, please also check the section “Liability for the transport of Baggage”.

Delayed baggage? AEGEAN and Olympic Air are committed to doing everything we can to return it to you as soon as possible.

Certain unpredictable events, such as technical issues with baggage handling or a baggage tag being torn off or adverse weather conditions, could possibly lead to items of baggage not arriving at the destination airport at the same time as the traveller.

Read below some useful information you need to know:

a. If your baggage has been delayed

If you are unable to allocate your luggage upon arrival at your destination, please check your mobile notifications. If you declared your phone number during ticket reservation, or if you are a user of the Aegean App, you will have already received an automated message from us. 

You do not have to head to the baggage services office to declare that your luggage is not delivered. We are already aware and please rest assured that our baggage services team is already doing its best to return your baggage to you as soon as possible. 

You just have to fill in the online baggage claim form (baggage description and contact details) and leave the rest on us. 

We will regularly keep you notified on the progress of your case.

In the event that you did not receive a notification at your mobile phone, as above described, please go to the AEGEAN and Olympic Air Baggage Services Office before leaving the baggage claims area. 

*We recommend that you update your reservation with your phone number or email address in order to receive all of our notifications, even if the reservation has been made by a 3rd party. 

Our colleagues will register your baggage details into a worldwide baggage tracing system (Worldtracer) and you will be provided with a File ID (e.g. ATHΟΑ12345). Please keep this file ID for your future reference concerning your delayed luggage. 

Our colleagues will keep you notified on the progress of your case, either via message notifications or via phone and/or email. Meanwhile, you can always check the status of your baggage tracing through this link, using your ID file. 

b. Reimbursement for First Need Expenses

We may reimburse you for reasonable first needs expenses, based on receipts, such as toiletries, underwear and if necessary, a change of clothing, if your baggage is delayed beyond 24 hours and you are not located at your permanent residence. 

The compensation’s amount is not predefined, but it is assessed based on the first needs expenses occurred for every day without your baggage. 

Indicatively, it may be up to 40 EUR/day for Economy Class passengers, while for Gold Miles+Bonus members and Business Class passengers the compensation’s amount may be up to 60 EUR/day. 

Please contact us within 21 days upon your luggage receipt, having the following:

• Expenses receipts of purchase
• Your File ID (e.g. ATHΟΑ12345)
• Flight information and passengers' names 
  
  

c. If your baggage is still not located after five (5) days

In the unlike event that we have not managed to allocate your baggage within five days upon your arrival at your destination, our Central Baggage Tracing team will take over your case. 

Our Central Baggage Tracing Team will reach out to you and you will be asked to fill in a form with your luggage contents, as precisely and in detail as possible. 

Once we have the form filled in by you, we will perform a further research based on it. Therefore, we count on your kind cooperation that, as accurate and detailed you are in your descriptions, the more you assist us in allocating your luggage the soonest.

d. If your baggage is not located within forty-five (45) days

In the very unlike event, that we have not been able to allocate your baggage within forty-five (45) days, the settlement procedure will be initiated. 

For Gold Miles+Bonus members and Business Class passengers, the missing baggage’s tracing period may be reduced to 21 days. In any case, one of our Customer Relations colleagues will reach out to you and will provide you with all the information you need to know. 

The liability for damage, destruction, loss or partial loss and for late delivery of baggage (including wheelchairs, mobility aid, musical instruments and sports equipment) is limited to cumulative 1.288 Special Drawing Rights (SDR), per journey and traveler. The SDR is the accounting unit of the International Monetary Fund (IMF); 1.288 SDR currently corresponds to about € 1.553,87. Please regard that this amount is subject to currency fluctuation and may vary.

Liability for loss, delay, or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid. 

In case of damaged content, Carrier bares no liability. In the case of unchecked baggage, the Carrier is liable only if at fault.

AEGEAN and Olympic Air are not liable for the loss/ damage/ delay of valuables, liquids, fragile items or items such as money, credit cards, cheques, jewellery, glasses, silverware, precious metals, legal/ negotiable papers, securities, pens or branded pens, photographic or electronic equipment, computers, laptop, cameras, cellular phones, business documents, samples and commercial goods, keys, sunglasses, eyeglasses, paintings, antiques, artifacts, manuscripts, medicals and medicines, perishable products, zamzam water, irreplaceable books or publications, identification documents and in general any valuables which are included in the passenger’s checked baggage, with or without the knowledge of the carrier involved.

Read more information on the Baggage Liability Limitations.