Tour start 2026

Lug­ga­ge dama­ge during your trip

Suit­ca­se dama­ge — Fire and ice tou­rism — Expe­ri­ence natu­re actively

This is how we proceed

We reg­ret that dama­ge to your lug­ga­ge (dama­ged suit­ca­se) has spoi­led your vaca­ti­on enjoy­ment. During your tour, you (have) made use of the lug­ga­ge trans­fer from accom­mo­da­ti­on to accom­mo­da­ti­on, which is included in many of our hiking and cycling tours, as a con­ve­ni­ent service. 

Our long-stan­ding and careful­ly sel­ec­ted trans­port part­ners gene­ral­ly ensu­re safe and relia­ble lug­ga­ge trans­por­ta­ti­on from hotel to hotel. Unfort­u­na­te­ly, even with the most careful lug­ga­ge trans­por­ta­ti­on, dama­ge to lug­ga­ge can­not be com­ple­te­ly ruled out in indi­vi­du­al cases. 

If, con­tra­ry to expec­ta­ti­ons, dama­ge has occur­red, plea­se check that you have com­pli­ed with all bag­ga­ge regu­la­ti­ons www.feuer-eis-touristik.de/gepaeckbestimmungen befo­re making a com­plaint. We would like to point out that no claims can be made in the event of non-compliance. 

Plea­se use the fol­lo­wing input mask to report damage:

If you have ans­we­red “yes” to all three ques­ti­ons, plea­se com­ple­te the fol­lo­wing form. After che­cking the situa­ti­on and con­sul­ting with our part­ners, we will cont­act you immediately. 


Pro­ce­du­re for report­ing dama­ge | Gene­ral information 

If you dis­co­ver a defect in your bag­ga­geplea­se noti­fy as soon as the dama­ge occurs the recep­ti­on of your cur­rent hotel and have the damage/damage con­firm­ed infor­mal­ly by the hotel (for gui­ded tours also from the hiking gui­de if neces­sa­ry). The hotel/hiking gui­de will only con­firm the time at which the dama­ge occur­red, which is neces­sa­ry to deter­mi­ne the par­ty respon­si­ble (trans­port dri­ver). The­r­e­fo­re, always docu­ment the dama­ge direct­ly on site by taking pho­tosas digi­tal camera/mobile pho­ne pic­tures have a time stamp. Wit­hout sub­mis­si­on of a pho­to of the dama­ge or con­fir­ma­ti­on of the dama­ge by the hotel/hiking gui­de, the cla­im will not be pro­ces­sed (lack of pro­of of causation). 

Plea­se also attach the dama­ge report con­fir­ma­ti­on from the hotel / hiking gui­de and the pro­of of purcha­se of the lug­ga­ge (e.g. as a pho­to or scan) via pho­to upload (jpg / pdf / png / doc for­mat) to the abo­ve-men­tio­ned dama­ge report. Receipts that are not available at the time of the cla­im (e.g. pro­of of purcha­se) can also be sent to feedback@feuerundeis.de, sta­ting your boo­king number. 

After recei­ving your docu­ments, we will careful­ly exami­ne your cla­im and con­sult with the trans­port part­ner invol­ved. We ask for your under­stan­ding that this pro­cess may take some time and ask you to refrain from making any queries in the mean­ti­me. We will cont­act you prompt­ly and wit­hout being asked. 

Lia­bi­li­ty / Exclu­si­ons of liability 

In the event of loss of or dama­ge to lug­ga­ge, Feu­er und Eis shall only be lia­ble if this was cau­sed by Feu­er und Eis (or the con­trac­ted trans­port ser­vice pro­vi­der) and all lug­ga­ge regu­la­ti­ons were com­pli­ed with(www.feuer-eis-touristik.de/gepaeckbestimmungen) and the dama­ge was repor­ted imme­dia­te­ly after the dama­ge occur­red. Visu­al dama­ge (scrat­ches, dents, sur­face dama­ge to paintwork/fabric) — accor­ding to case law part of nor­mal lug­ga­ge use — or dama­ge cau­sed by unaut­ho­ri­zed lug­ga­ge con­tents (liquids, fra­gi­le objects, etc.) are excluded from lia­bi­li­ty. In the event of func­tion­al dama­ge (breaka­ge, tear, dama­ge to the clo­sure, bro­ken roll or hand­le, etc.), we will check whe­ther a repair is pos­si­ble or whe­ther a new purcha­se is neces­sa­ry. Feu­er und Eis is lia­ble in any case only up to a maxi­mum of € 200 per item of lug­ga­ge or per­son. A pos­si­ble reim­bur­se­ment is influen­ced by the ext­ent of the dama­ge and the cur­rent value. 

Our bag­ga­ge poli­cy is part of our Gene­ral Terms and Con­di­ti­ons(www.feuer-eis-touristik.de/agb), which you recei­ved with your boo­king confirmation.