How can I obtain a Sorry-voucher?
Did you fly through Brussels Airport on 13 July 2019 or 3 August 2019 and did your luggage not arrive at your destination? Please fill in the request form on this website and add a copy of your boarding pass or of your e-ticket. Each passenger may request 1 Sorry-voucher once. Make sure you fill in a valid email address so we can get back to you.
Until when can I apply for a Sorry-voucher?
You can request your Sorry voucher until 15 August 2019 if you were affected by the disruption of 13 July 2019, and up until 31 August 2019 if you were affected by the disruption of 3 August 2019.
For which flight dates can I request a Sorry-voucher?
A Sorry-voucher can be requested for each passenger that has taken a flight departing from Brussels airport on 13 July 2019 or 3 August 2019.
How can I prove my flight was affected by the issue?
Please be so kind to upload your boarding pass or (e-)ticket as part of the form.
What if I don’t have the necessary documents to prove I was on a flight that was affected by the issue?
Please check if you can obtain these documents with your travel or booking agent.
May I request a Sorry-voucher for someone else?
Yes you may, this provided you have all the necessary information at your disposal. You are allowed to request 1 Sorry-voucher per passenger.
My flight was not affected, but I have a different complaint. Why can’t I request a Sorry-voucher?
- The Sorry-voucher is an exceptional compensation on behalf of Brussels Airport for all passengers affected by the suboptimal functioning of the airport’s luggage system on 13 July 2019 or 3 August 2019.
- Did you suffer from a different issue? Please contact the Compliments & Complaints department: https://www.brusselsairport.be/en/contact/compliments-complaints.
When will I receive my Sorry-voucher?
The Brussels Airport team will review your request as soon as possible. If you qualify, you will receive your Sorry-voucher no later than the end of September 2019 by email.
What if I’m not eligible to receive a Sorry-voucher?
We will contact you as soon as possible and no later than the end of September 2019.
May I request a Sorry-voucher for my children?
- A Sorry-voucher may be requested for each passenger flying from Brussels Airport on 13 July 2019 or 3 August 2019.
- You may use the same email address, do however remember to upload your child’s boarding pass or (e-)ticket.