Travel Problems: Baggage, Flight Delays and Emergency Help

When travel goes wrong, report the problem promptly and keep the documents you may need for a claim. Follow your airline’s and insurer’s instructions for your specific journey.

Checked baggage has not arrived

1. Before leaving arrivals, go to the airline’s baggage service or ground handling desk. File a Property Irregularity Report (PIR) and keep its reference number.
2. Keep your baggage tag and boarding pass. Give the airline a description of the bag, your contact details and delivery address.
3. Keep receipts for essential purchases. Ask the airline how to submit a written claim and check your travel insurance policy.

Arriving in Tallinn? See Tallinn Airport’s baggage guidance and its lost baggage form.

Your checked baggage arrived damaged

1. Photograph the damage, the whole bag and its baggage tag. Keep the boarding pass and proof of purchase if available.
2. Report the damage at the airline or baggage service desk before leaving the airport. Ask for a written report or reference number. Keep the bag until the airline explains its claim process.
3. Send a written claim to the airline as soon as possible. Under EU air-carrier rules, complain about damaged checked baggage within 7 days after receiving it. Include photos and supporting documents; the airline may ask for a repair estimate.

If you notice damage after leaving Tallinn Airport, use its damaged baggage form promptly. Some airlines require you to contact them directly; follow the instructions on that page.

Your flight is delayed or cancelled

1. Check the airline’s app and airport screens. Ask the operating airline about the next flight, rebooking and assistance.
2. Keep your booking, boarding pass, airline messages and receipts for meals, transport or accommodation. Note your actual arrival time.
3. For a journey covered by EU passenger rights, the airline may owe care such as meals and, when necessary, accommodation and transport. Refund, rerouting and compensation depend on the circumstances. Read the EU air passenger rights guide and make a claim with the operating airline.
4. Contact your insurer if your policy covers delays or missed connections, and check its conditions before booking replacements.

Optional help with a flight compensation claim

You can make a claim directly with the operating airline. If you prefer help from a third-party service, AirHelp offers a free eligibility check and can handle a claim for a fee if compensation is recovered. Check its current fees and terms before agreeing; eligibility and the outcome depend on your flight and circumstances.

AirHelp+ offer: Code AHTPO11 gives 11% off the Smart 3 trips or Pro 9 trips plan through November 30, 2026. The code is not valid in the United States. Confirm that the discount appears at checkout and review the plan terms before paying. AirHelp+ is optional and is separate from making a claim directly with the airline.

NORQENTA does not process claims or sell AirHelp+ memberships. AirHelp handles its own service, payments and support.

Medical or safety emergency

• In Estonia and elsewhere in the EU, call 112 for ambulance, police or fire services. Outside the EU, use the destination’s local emergency number.
• Give your exact location and follow the operator’s instructions.
• When safe, call the 24/7 assistance number on your insurance certificate. Keep your policy number and receipts. For a lost passport, contact your embassy or consulate and local police as appropriate.

See the EU information about 112.

Insurance products and claims are handled by the insurers. NORQENTA is not affiliated with the providers linked on our travel insurance page. Verify current terms directly with each provider.