Frequently asked questions

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

PLEASE NOTE: You must not send us any credit card details.


Germanwings GmbH 
Lost & Found Headquarters
Customer Service
Germanwings-Straße 1
D-51147 Cologne

gepaeck@germanwings.com

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.

Further questions regarding "Lost or damaged baggage"