Incidents with luggage
What to do in case of an incidence of luggage?

In the event of incidents with checked luggage (deterioration, delay or loss), you must immediately go to the counter of the airline or handling agent before leaving the arrivals area to report the damage to the employees and start the relevant procedures as soon as possible. A claim must be made in writing at this time (luggage irregularity statement), a necessary requirement for declaring the incident and for its handling by the airline.

The receipt of the checked luggage without protest (signing of a luggage irregularity statement at the relevant counter) by its owner means that it has been delivered in good condition and in accordance with the transport document, unless there is proof to the contrary (article 31 of the Montréal Agreement).

The Binter Canarias Customer Service Centre luggage attention numbers, 900 105 190 and +34 928 327 749, will inform you of your rights when you give the luggage irregularity statement reference number.

Any claim must be made in writing and delivered or handled within the following periods:

Any claim made to a law court must be presented within two years from the arrival of the aircraft or the day on which it should have arrived.

The passenger 'must state it in writing to the airline as soon as possible. If the damaged luggage is checked luggage (…) within seven days and in the case of delay, 21 days, in both cases from the day on which the luggage was made available' (article 31 of the Montréal Agreement and appendix to CE Regulations 2027/1997 and 889/2002).

If no claim has been made after six months have elapsed from the date on which the damage occurred, you will lose your rights.

Delayed luggage

Initial attention:

The provision of the night kit to non-residents of the stopover point of the incident where they may have to spend the night without their luggage.

Compensation for delay:

'The amount of the compensation is based objectively on the accident or damage and up to the limits of liability set in this chapter' (article 120 of the Air Navigation Law and article 19 of the Warsaw Agreement modified by the Hague and Montréal Protocols).

On the presentation of invoices for the costs relating to the event of the non-availability of personal belongings in the luggage, these will be valued at up to 1131 special giro rights per passenger (*DEG).

If there is a prior special declaration of value: the declared amount with the premium paid (article N2, Montréal Agreement and appendix to CE regulations 2027/1997 and 889/2002).

Loss of luggage

If your luggage has not been delivered within the following 21 days from the date on which it should have arrived, current legislation sets a compensation. The compensation already paid for delay is deducted from this amount.

Luggage without prior declaration of value:

Up to 1131 special giro rights per passenger (*DEG)

With prior declaration of value:

The amount occurred with the premium paid.

(Article 22 of the Montréal Agreement and appendix to CE regulations 2027/1997 and 889/2002)

Damage to baggage

If, on arrival at the destination airport, your luggage is faulty, this must be reported to the carrier before leaving the luggage reclaim area in the airport.

Luggage may undergo normal and inevitable wear during the check-in process and transfer between airports so that we inform you that BinterCanarias is not always responsible for the functional wear of luggage for which some manufacturers provide specific instructions for use as well as the optimal lifetime of components such as wheels and handles.

Our staff will attend you in the luggage incidents office in arrivals and, if relevant, will provide the so-called luggage irregularity statement.

Once the luggage irregularity statement has been registered and our Customer Service Centre has been contacted, the incident will be assessed and the matter handled in the following order:

Repair of the damaged piece or

Replacement with another similar one or

The payment of a compensation up to the value of 1131 special giro rights per passenger (*DEG).

(Article 22 of the Montréal Agreement and appendix to CE regulations 2027/1997 and 889/2002)

(*DEG) The value of the special giro rights, as defined by the International Monetary fund, varies daily so that the current equivalent on the date of the incident will be applied. For further information, consult the Banco de España Web site. (www.bde.es)

For luggage-related matters, please contact

C.A.T. BINTER CANARIAS - CENTRAL DE EQUIPAJES

Phone: 900 105 190 - 928 327 749

E-mail: centralequipajes@bintercanarias.com