Delayed/ lost baggage
If your baggage did not arrive at your destination, contact the baggage service (or Lost & Found) immediately to begin the process of locating your baggage.
Damaged, lost and delayed baggage
Help and contact information
Damaged baggage
Stockholm Arlanda Airport baggage service (if you discovered the damage upon arrival at the airport*)
E-mail: baggage.arn@aviator.eu
Nordic Aviation Group AS
E-mail: claims@nordica.ee
To file a claim: Claim or Inquiry Form
* Please report damage to baggage immediately to the airport baggage service upon arrival at the airport. If you discover damage later, please submit written notice within 7 days.
Delayed baggage
If your baggage did not arrive at your destination, contact the baggage service (or Lost & Found) immediately to begin the process of locating your baggage. Please retain all of the documents related to your delayed baggage case until you have been reunited with your baggage.
Baggage that does not arrive at the same time as you is initially considered delayed. In a majority of cases, we will locate your baggage within 36-48 hours in one of the airports along your itinerary.
In the case of delayed baggage, the carrier is not responsible for losses caused by non-arrival of essential belongings (work-related materials, documents, electronics, keys, etc).
Am I entitled to compensation in the event of delayed baggage?
If baggage is delayed, the passenger should lodge a written claim or inquiry with the airline as soon as possible and within 21 days of the day in which the baggage was claimed by the passenger. The carrier pays compensation for delayed baggage (for purchasing essential hygiene products, clothing etc.) for passengers whose country of residence is other than the country in which the baggage failed to arrive. We ask passengers to submit a list of the relevant purchases along with original receipts and other documents.
Lost Baggage
If your baggage has not been found 3 to 5 days after you reported it missing, please send a list with the contents of the baggage. The list of items will help us locate your baggage.
Am I entitled to compensation in the event of lost baggage?
The airline will accept claims for compensation starting 21 days after the passenger’s arrival. Claims for compensation should be accompanied by original proof of purchase, on the basis of which the airline will compensate expenditures it deems reasonable. If you have concluded a baggage insurance agreement with an insurance company, we recommend filing an insurance claim.
The airline will not compensate items that were not allowed in checked baggage under the general terms and conditions of carriage.
Who is liable for my lost baggage?
The operator of the last flight is obligated to conduct the search for the baggage, organize its delivery and handle any claims from passengers in connection with damaged baggage. In spite of this fact, if you flew with multiple carriers, you have the option of filing a claim with any of the airlines.
Damaged baggage
Damaged baggage should be reported immediately on arrival; if damage is not noticed until later, the time limit for submitting a written report is 7 days after arrival.
A written claim must be accompanied by your airline ticket, baggage check and repair bill or statement of irreparable condition together with a purchase receipt or quotation for the purchase of replacement baggage.
Am I entitled to compensation for damaged baggage?
We will compensate expenses on repair of baggage on the basis of receipt. If it is not possible to repair your baggage, we will compensate you for the amount necessary for purchase of new equivalent baggage, taking into account depreciation of 10% per year.
Who is liable for my damaged baggage?
The operator of the last flight is obligated to conduct the search for the baggage, organize its delivery and handle any claims from passengers in connection with damaged baggage. In spite of this fact, if you flew with multiple carriers, you have the option of filing a claim with any of the airlines.
Damaged, lost and delayed baggage
Who compensates?
Damaged, delayed and lost baggage will be compensated according to the limits of liability in the Montreal Convention and the "General Conditions of Carriage of Passenger and Baggage ".
To lodge a claim or inquiry, please fill in this form: Claim or Inquiry Form