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.