What do I do if my checked baggage has been damaged?
We very much regret that your luggage was damaged on a Germanwings flight. To process this case we would ask you to send us the following original documents by post within 7 days (after this time we can no longer process claims) to the address below:
- booking code (online confirmation number)
- damage report issued by the destination airport
- receipt/appraisal from a specialist luggage company on the value/condition of the damaged luggage
- your bank details (remember to include your IBAN and swift code if you have a non-German account)
- your telephone number in case we need to contact you with any queries or information
- your baggage tag
Germanwings GmbH
Lost & Found Headquarters
Customer Service
Germanwings-Straße 2
D-51147 Cologne
Fax: 02203-1027 208
Once we have received your documents we will phone you as soon as possible.
IMPORTANT:
We would point out that we do not assume liability for wear and tear to your luggage or for damage caused by the luggage itself:
- oversized and excessively heavy luggage
- non-airworthy packages (cardboard boxes, plastic bags, etc.)
- luggage with limited release
- scratches and dents on luggage
- dirty luggage
If your checked luggage is damaged during a flight operated by one of our partner airlines, please contact the airline directly.