Dear Fabio,
Thank you for reaching out to us regarding your damaged baggage. We understand your concern and apologise for any inconvenience caused.
To allow us to consider this matter further, on an entirely without prejudice basis, please provide the following documents:
A copy of your booking confirmation
A copy of your baggage identification tag
The purchase price and age of the baggage (with receipt, if available)
Full photos of the damaged baggage with the logo and brand name
A copy of the damaged baggage report filed at arrival airport, if available.
A copy of your insurance policy (if available)
If your baggage is damaged beyond repair and you wish to make a claim, please provide written confirmation from a repair shop or manufacturer stating that the baggage cannot be repaired. This should include details of the type and value of your damaged baggage.
flydubai is not liable for damage to baggage resulting from the inherent defect, quality, or vice of the Baggage (for example, destruction of, or damage caused by or to, any items which are not packed correctly and other items which you are prohibited from including in your Baggage by Articles 8.3 and 8.4). Likewise, we are not liable for fair wear and tear of Baggage resulting from the usual and normal rigours of transportation by air.
Our liability for damaged baggage is governed and limited by applicable international conventions and our Conditions of Carriage under Article 16. Click here to learn more:flydubai Condition of Carriage
Nothing in this email shall waive any of flydubai’s rights which remain reserved in full.
We look forward to receiving your documents to assist you further.
Thank you for your patience and understanding.
Warm regards,
Anna
Baggage Services Team
FABIO BUTTA
Customer code GXJ274
Case no. 15844138
Type of issue: Luggage
Description: Good morning,
I am requesting your assistance to obtain compensation from Flydubai for the severe damage and theft suffered on my checked luggage.
On 26/08/2026, my partner (Maria Teresa Alessia Sanguedolce) and I boarded flight FZ1501 from Dubai to Catania, checking in 4 suitcases. Upon arrival, the luggage was missing.
They were only returned on 28/08/2026. When picking them up at the Lost Found office, we immediately noticed that:
One suitcase had structural damage (broken wheels).
A second suitcase (tag FZ634965) had its lock broken. Inside, the luggage had been rifled through and the contents of a jewelry case (rings, watches, etc.) were stolen.
We filed the P.I.R. at the airport at the same time and made a formal report to the Border Police the same day (28/08/2026).
The airline no they did not follow up on our compensation requests and the private insurance (Heymondo) rejected the claim citing contractual exclusions for jewelry in checked luggage and for the delay on the return flight. I therefore request the intervention of your lawyers to demand that Flydubai compensate for the material damage and theft suffered while the luggage was under their exclusive custody. I am attaching the report
