At Air Greenland we do our best to ensure that all baggage reaches its final destination. However, in rare cases, baggage may be delayed, damaged, or lost.
Please contact staff before leaving the arrival airport:
If your baggage is damaged or has not arrived, you must contact our staff or our partners at the station you have arrived at before you leave the airport and have a PIR report completed.
PIR report – documentation for damaged or lost baggage:
When you contact us, we will complete a PIR (Property Irregularity Report) based on the information you provide.
This report is necessary documentation for any possible compensation claim and for tracking your baggage. You will receive a copy of the report, which you must use when filing a complaint with Air Greenland or when submitting a claim to your own travel insurance.
Information we need:
• Your contact details (name, address, phone number, email)
• Travel details (flight number, date, route)
• A description of your baggage (colour, size, brand, special features)
• The original price of the suitcase and how old it is
Please remember to bring:
• Boarding pass
• Baggage tag
• Valid identification (e.g. passport, driving licence, residence permit)
• If your baggage is damaged, you must show it to staff
How does Air Greenland handle the situation?
In addition to completing the report, we will do our best to search for your baggage. We register the missing baggage in our tracking system and check the baggage areas at both your departure and arrival stations.
Complaints:
Please note that completing a PIR report is not in itself a complaint, but documentation of a report of damaged or lost baggage.
If you wish to file a complaint, it must be submitted in writing and sent to Air Greenland via “Contact us”. Remember to attach the PIR report.
Complaint deadlines:
If you wish to complain about damaged or lost baggage, you must submit a written complaint as soon as possible and no later than the following deadlines:
• Damaged baggage: No later than 7 days after the baggage has been delivered to you
• Delayed baggage: No later than 21 days after the baggage has been delivered to you
• Lost baggage: If the baggage has not arrived within 21 days after it should have arrived, or if Air Greenland confirms that it is lost, it is considered lost. You may then assert your rights regarding compensation.
Please note: You must still contact staff in person before leaving the arrival airport.
Air Greenland assumes no responsibility for fragile or perishable items. We also cannot take responsibility for items that are not properly packed, or for cosmetic or surface damage caused by normal wear and tear during transport.
In Copenhagen:
Contact Aviator Airport Alliance’s service desk in the baggage hall and bring the necessary documentation. See the list above.
In Iceland:
Contact staff at the information desk. Bring the necessary documentation. See the list above.
Further information:
You can read more about the applicable baggage rules in:
Provisions of carriage and Your rights
Have you forgotten something on board the aircraft?
In Greenland: If you have forgotten something on board one of our domestic routes, please contact the station you arrived at.
In Copenhagen: If you have forgotten something on board our Atlantic route, we refer you to the lost property office.