In case your flight is canceled, has a long delay, or you missed your connection, the airline is always your first point of contact. It is important that you go to your airline's desk in that case, even if it means waiting a while.

Depending on the situation and their capabilities, the airline will offer you an appropriate solution. Connections cannot and may not book new flights for you at that time, as the airline wants to maintain control over the rebookings.

We hope you will be helped quickly and your trip will go as smoothly as possible. Should you have any further questions, we are of course at your service.

The European law on air passenger rights applies:

1. If you depart from the European Union on any airline

2. If you arrive in the EU with an airline with its registered office in the EU

If you are in one of the above cases and your flight is cancelled or seriously delayed, or you missed your connection due to a delay of your previous flight on the outward journey from Europe, the airline must provide you with assistance and you may be entitled to compensation. You can find all the conditions on this website. In any case, go to the airline counter for help.

Are you not in one of the above cases and have a problem with your flight?
Go to the airline counter. Only they can explain your options and rights. We do not recommend it, but if it is still necessary for you to incur expenses yourself (e.g. booking a hotel), be sure to keep all your receipts. In some cases you can still file a claim afterwards. You can contact Connections to advise you on this, especially if it involves larger expenses such as multiple nights in a hotel.

If a delayed flight or missed connection means you will arrive at your destination later than planned, it is wise to make the necessary arrangements before your new (connecting) flight departs to avoid problems.

• Hotel: If you have booked a hotel, please notify the hotel that you will be arriving later. Contact information can be found on the vouchers you received from us. In case you received a roadbook, you will find the details of the accommodations in your roadbook.

• Car rental: If your rental car was booked through Sunny Cars, please contact Sunny Cars at their emergency number +31 23 5 699 690. If your rental car was booked with another company, you will find the contact information in your roadbook or on your vouchers. Ask them to be sure to keep the car free for you. In many places, the pick-up desks are open 24/7, but in case they are not, you can try to make arrangements.

• Camper of campervan: Notify the rental company so something can be arranged if necessary. Contact details can be found on the vouchers you received from us.

1. Contact the lost and found help desk
If you notice at the airport that your baggage has not arrived or is damaged, contact the lost and found help desk at the airport. Some airports have several such desks because they work with different baggage handlers. Depending on which airline you flew with, you then need to go to a different desk. If you are not sure where to go, in this case, talk to an airport employee who can show you the way to the right counter.

2. Obtain for a PIR document
At this help desk/counter you report that your luggage did not arrive or that it arrived damaged. Make sure that a Property Irregularity Report (PIR) is definitely made up, and that you either get a copy of it, or the tracking number of it. This consists of 5 letters and 5 numbers. Be sure to keep your baggage tag as well. Neither the airline, nor Connections, nor your baggage insurance can help you further without a PIR, so you do this first anyway.

3. Inquire about the subsequent procedure
When you have the PIR drawn up, it is best to inquire about what further procedure needs to be followed in your specific case. Often you have to report the loss or late delivery of your baggage on the airline's website. If your baggage has not arrived after 48 hours, contact Connections immediately for advice. During Belgian office hours, contact your travel agent, outside of these hours you can call the emergency number. You can then, in some cases, claim compensation based on the International Aviation Law (Montreal Convention).

Also know that in many places you will have to go back to the airport yourself, to pick up your late delivered luggage. Only in a few destinations will this be sent back to your hotel or place of accommodation as a service. Airlines are never required to do this.

If your luggage is damaged, in some cases you can claim compensation based on International Aviation Law (Montreal Convention). Again, they will explain the procedure to you on the spot, as it is different with each airline. Be sure to carry out the procedure within the specified time frame.

4. If you have travel insurance, check what it covers
If you have travel insurance including baggage insurance, be sure to read your policy terms and conditions carefully. Some travel insurance policies allow you to make “first purchases” such as clothing, toiletries, new travel bag, etc. under certain conditions in case of late delivery of luggage. Some insurance policies also cover damage or loss of your luggage. In any case, make sure you keep all your receipts, only then can your insurance reimburse you according to their terms. Contact your travel insurance company about this by phone or file your claim online.

Have you become seriously ill during your trip or had an accident? If so, notify your travel insurance as soon as possible.

1. Look up your policy number
Your policy number can be found on the order form you received in our shop when you took out the policy.

Protections:
If you took out a temporary policy, your policy number is equal to your Connections file number, which you can find on your order form or invoice. If you took out a Multitravel policy, your policy number is equal to the Connections file number of the first trip you took out your policy. This can be found on your order form or invoice for that trip.

2. Get the name and phone number of your treating physician
The insurance company will need contact information to submit with the doctor on site. If you cannot relay this immediately, the insurance company will not be able to act and you will have to call again.

3. Call your travel insurance emergency number
Protections emergency number: +32 2 286 31 47

Any theft must be reported to the local police immediately. They will issue a police report (PV). Be sure to keep a copy of this or the PV number. In case you have travel insurance that covers theft of your luggage, contact your travel insurance to file a claim.

If you encounter a problem, damage or technical malfunction with your rental car, campervan or motorhome en route, please call the company's emergency number that was provided to you when you picked up your vehicle. If they do not solve the problem, Connections can mediate. Send a message to our emergency number or call us during office hours.

Have an accident with your rental vehicle involving another person/vehicle? Always call the local police and have them draw up a police report. Keep a copy and/or the number of the PV on file. Again, contact the rental company as soon as possible.

If you are already on site in with your hotel, B&B, lodge, etc., speak to a staff member at the front desk first. If you are not on site, you can call. You can find all the contact details of your accommodation on the vouchers you received from us, or, if necessary, in your road book.

Does the hotel refer you to the local partner through which your hotel is booked? In many cases you will also find their contact details on your vouchers or in your road book behind the hotel and excursion list. These are usually listed under the title 'agents' or 'partners'. If you can't find them, you can contact Connections.

Do you have a problem with a staff member or the service of a local partner, for example with a driver or a companion/guide on a safari or a trek? Then contact the local partner directly in the first place, they know the local conditions and possibilities best.

You can find the contact details on the digital vouchers you received from us. If you received a roadbook, you will find them in your roadbook. If your problem is not solved, contact your Connections shop during office hours. Outside these hours, you can reach us at the emergency number.

Do you have a non-urgent situation? If so, feel free to contact your Connections shop via email or phone during business hours.

Do you have a very urgent emergency outside office hours and can't find a solution using the above guidelines? Then you can use the chatbot to contact us by phone.