Baggage Irregularities

This information explains the procedures and passenger rights in the event of delayed, lost, or damaged baggage, in accordance with:

• Decree-Law No. 6/2021 of AAC (National Civil Aviation Authority of Cabo Verde), which regulates the air transport of passengers and baggage;
• The Montreal Convention, applicable to international flights, which establishes liability rules for air carriers.

For more details about baggage rights and responsibilities, please consult the General Conditions of Carriage.

Delayed or Lost Baggage

If your baggage does not arrive at your destination:

1. Go immediately to the Lost and Found counter at the airport.
2. Request the issuance of a Property Irregularity Report (PIR).

Important Deadlines

• Delayed baggage: must be reported immediately at the airport.
• Baggage considered lost: if it is not located after approximately 21 days.
• Claims for lost baggage: may be submitted within up to 2 years, according to the Montreal Convention and AAC Decree-Law No. 6.

Damaged or Tampered Baggage

At the Airport

• Inspect your baggage immediately after receiving it.
• Report any damage and request a Damage Property Report (DPR) before leaving the airport.

Important: Damage claims are only accepted if the DPR is issued before leaving the airport. Claims related to baggage tampering will not be accepted after the passenger has left the airport.

Evidence

• Take photos of the damage.
• Keep receipts for any related expenses.

Damage Not Covered

Checked baggage is subject to normal wear and tear during transport. Therefore, Cabo Verde Airlines is not responsible for minor damage such as:

• Scratches or superficial marks on luggage;
• Dents caused by normal handling;
• Damage to wheels, handles, or zippers due to normal wear;
• Damage caused by improper packing or overweight baggage;
• Damage to fragile items not properly protected;
• Perishable items that spoil or leak inside the baggage.

Claim Deadlines

• Montreal Convention: claims must be submitted within 7 days after receiving the baggage, provided that a PIR has been issued.
• AAC Decree-Law No. 6: the claim should be made at the time the baggage is received to ensure legal validity.

Compensation and Liability

The airline is responsible for delayed, lost, or damaged baggage within the limits established by the Montreal Convention and AAC Decree-Law No. 6.

Compensation is subject to a maximum limit per passenger, expressed in SDR (Special Drawing Rights) or the equivalent in local currency.

Reimbursement of Essential Expenses

If your baggage is delayed and you need to purchase essential items (such as clothing, hygiene products, or medication):

• Keep all receipts.
• Submit them to the airline for reimbursement, within the legal limits.

Documents Required for a Claim

• PIR issued at the airport
• Passenger ticket and boarding pass
• Baggage tags
• List of items inside the baggage
• Photos of the damage
• Receipts for related expenses

Additional Information

When submitting a lost baggage report or completing your inventory form, include as many descriptive details as possible about your baggage to help with identification and recovery.

Opening a lost baggage report (PIR) does not replace the need to submit a written claim, as the report itself is not considered a formal complaint.