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Incident Center

Had any problems with your luggage? Bagaer is here to help.

When you arrive at your destination, if you notice that your luggage has been lost, damaged, stolen, or if there has been any type of fraud, access the Incident Center directly through the Bagaer app.

How does it work?

  1. Open the Bagaer app and go to the “Incident Center” section.

  2. Choose one of the options:

    • Lost luggage

    • Stolen item

    • Damaged luggage

    • Damaged item

  3. Fill out a quick and objective questionnaire, clearly describing what happened.

  4. Attach photos of the luggage, tags, receipts, or any evidence that may help in the analysis.

Once the incident is registered, the airline is immediately notified and receives all the details of your case, which speeds up the search, assessment, and resolution processes by agents and the company itself.

Important: deadline for registering and resolving

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  • You have up to 24 hours after landing to register the incident on the app.

  • The response time may vary depending on the severity and type of case, ranging from a few minutes to up to 7 business days.

Additional recommendation

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Even if you report the incident via Bagaer, we recommend that you also report the problem directly at the airline counter and request and fill out the RIB to reinforce the process. Some companies are still in the process of adapting to the integrated system and may require the traditional protocol.

Secure registration, faster solution

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Using Bagaer to register your incident:

  • Guarantees an official, dated digital document that can be used for refunds, compensation, or legal action.

  • Facilitates contact with the airline and preserves relevant information about the case.

  • Provides transparency, traceability, and complete support to the passenger.

With Bagaer, you are never helpless.

Incident Center: agility, transparency, and real support for passengers.

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