What should I do if my bag is damaged or looted during the trip?

If upon arrival at your final destination you encounter problems with the condition in which you receive your baggage or if there is any looting, you can report the incident using the channels shown below:

Within 48 hours after your arrival After 48 hours of your arrival

If you are reporting within 48 hours after your flight, fill the baggage self-management form taking into account the following steps:

1. Select damage in the baggage affectation.
2. Fill out the zenAir reservation information (6-digit alphanumeric code), you can check it on your boarding pass.
3. Select the passenger(s).
4. Include the destination of checked baggage.
5. Select the tag number of the affected baggage(s) and where it was registered.
6. Describe the details of the checked baggage.
7. Verify contact information.
8. Save the ID delivered at the end of the process, it will serve as a support for your registration.

Complete the complaints form taking into account the following steps:

1. Choose the Baggage option in the process related to your request.
2. Select the irregularity that applies to your case in the complaint field.
3. Fill in the other fields with your reservation information.

If needed, contact us at our Contact center or reach out via WhatsApp, and we will help you resolve any issues with your baggage.

To avoid inconveniences with your baggage, please consider the following information:

• Avoid exceeding the capacity of your suitcase and forcing the lock, it may cause damage during handling. Improperly packed items may be received with a limited liability label. 

• Remember to remove any hooks or objects that may become entangled in the conveyor belts.

• We remind you that minor damages, such as small cuts, scratches, scrapes, dents, or marks, among others, related to the handling and regular transportation of baggage and that do not affect its functionality, are exempt from claims as established in the conditions of the contract attached to your ticket.

In case of damage

• We will respond according to the nature of the fault and considering the labels previously used at the time of check-in.

• No claim for damage and/or looting can be made more than 7 days after arrival at the final destination or after the baggage has been removed from the airport. 
• No looting claims apply when you arrive at the airport on another airline.
• Acceptance of a complaint does not constitute an admission of legal liability on the part of the airline, pending investigation.
• If you have a claim it will be analyzed and compensated, if applicable, according to the regulations according to the route flown and under the established limitations of liability.