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Damaged or lost bag

Deadlines and the liability cap.

If your bag arrives damaged, has items missing, or does not arrive at all, you can claim. The deadlines are strict, so claim as soon as you can.

Report first

Report it in one of two ways. Both give you a Property Irregularity Report reference, a PIR, such as OSLN340217.

  • At the airport: at the baggage desk in the baggage hall, before you leave it.
  • After you have left the airport: within 24 hours of arrival, write to claims@flynorthly.com, or tell the Northly Help chat, when it is open on this site. Give your booking reference (it is in your confirmation email), the flight and the bag tag number from the sticker you got at bag drop. A colleague makes the report and gives you the PIR.

Claim deadlines

  • Damaged bag: within 7 days of receiving it.
  • Items missing from the bag (pilferage): within 7 days of receiving it.
  • Delayed bag: within 21 days of receiving it.
  • Lost bag: a bag not found within 21 days is declared lost, and you can then claim for it.

A claim after its deadline cannot be accepted. We tell you the deadline and the reason.

How much we pay

What the bag and its contents were worth, with receipts or other proof where you have them. Our liability is capped by the Montreal Convention at 1,519 Special Drawing Rights (SDR) per passenger. The fee you paid for the bag is refunded on top.

Jewellery, cash and electronics in a checked bag are excluded by our conditions of carriage. Pack them in your cabin luggage.

How to claim

  1. Ask in the chat with your PIR and your last name, or write to claims@flynorthly.com.
  2. Choose the type: damaged, lost or pilfered. List the items with their value, and add photos and receipts.
  3. Confirm with the one-time code we send to the email address or mobile number on the booking.
  4. You get a claim number starting with CL.

We decide within 14 days of having everything we need and pay within 7 days of approval. If you disagree with a valuation, a colleague reviews it.

Contact us

Write to the Northly Help chat, when it is open on this site, email support@flynorthly.com or call +47 21 00 61 00. The chat answers at any hour, in English, Norwegian, Swedish or Danish. Colleagues are on duty 06:00 to 23:00 Oslo time, every day of the year.

Northly is a fictional airline created for product demonstrations.

Need a person?

06:00 to 23:00 Oslo time, every day of the year.