Delayed or damaged
Track your delayed bags in real-time or make a claim quickly and easily online, always with regular updates from our team. You may hear us refer to delayed or damaged baggage as mishandled baggage.
If your baggage is delayed, we'll do everything we can to return it to you as soon as possible.
Please let us know that your baggage has not arrived before you leave the airport. We'll give you a Property Irregularity Report (PIR), which you’ll need to track your bags or to make a claim in the future.
If you've already left, please contact the Baggage Services team at the airport you landed at within 48 hours.
Get in touch
If you discover your baggage is delayed, we’ll try to reunite you with your bags as soon as possible. In the meantime, you can check the status of your baggage or track your bags in real-time here.
You’ll need the File Reference Number on your Property Irregularity Report (PIR) to track your baggage.
Track your baggage
Whilst we track your delayed bags, you can submit a claim to cover the cost of
essential items. Submit your claim within 21 days.
If you haven't received your bags within 21 days of submitting a report, your baggage will be deemed as lost. In this case, our team will be in touch to help.
Submit a claim for delayed baggage
If your baggage has been damaged during your journey, our priority is to help you fix it straight away.
Report your damaged baggage at the arrivals desk before you leave the airport. We’ll give you a Property Irregularity Report (PIR) and a letter outlining the damage. Please submit a claim within seven days of receiving your baggage.
When you've reported your damaged baggage, take it to the company of your choice to repair. Make sure to keep a copy of your receipt showing the cost of the repair as you'll need this when you submit your claim.
To submit a claim, upload your letter along with a receipt showing the cost of the repair, and we’ll contact you to handle your claim. You will need your PIR number. You may not be able to claim for certain perishable or prohibted items.
Submit a claim
We advise that you do not carry the following items in your checked baggage:
We do not accept liability for lost valuable items. Please refer to our Conditions of Carriage.
Limited Release Baggage Tag
If you arrive at the airport with luggage that is fragile, already damaged or inadequately-packed, we will ask you to sign a Limited Release Baggage Tag. This means that we will not accept any liability if your baggage or contents are damaged during transit.
US Transportation Security Administration (TSA)
If you are travelling to or through the US, your luggage will be inspected by the TSA, an agency of the U.S. Department of Homeland Security.
If you believe that your baggage or contents have been lost or damaged during a US baggage inspection, you can claim compensation directly from the US Transport Security Administration (TSA).
Visit tsa.gov or email TSAClaimsOffice@tsa.dhs.gov for more information.
We’re here to help. You can speak to one of our agents at a baggage service office around the world. Simply tell us the airport you flew into to find the number you need to call. You need to contact the final carrier you flew with. This may not be Etihad.
Can't find what you're looking for?
Speak to your local baggage service office
Please let us know that your baggage has not arrived before you leave the airport. We’ll give you a Property Irregularity Report (PIR), which you’ll need to track your bags, to organise a delivery or to make a claim in the future.
Track your bags
If your baggage or its contents has been damaged, please let us know as soon as possible. Visit the arrivals desk before you leave the airport, or contact us in writing within seven days. We’ll give you a Property Irregularity Report (PIR), which you’ll need to make a claim.
Help with damaged bags
If your flight was operated by Etihad Airways, please contact our Baggage Services team within 48 hours. If you flew with another airline, you’ll need to get in touch with them directly.
If your bags or contetnts are damaged, please submit a claim within seven days of receiving your baggage. You’ll need to submit a photo of the damaged item, with the baggage tag attached.
We’ll do everything we can to help you get it back!
Let’s get started
Not always. You may need to pick up your bag and check it in again, depending on the route and country you are travelling through. Your agent can confirm when you check in at the airport.
There are some instances that we are unable to accept liability for lost or damaged baggage:
In the case of delayed baggage, you are entitled to submit a claim for essential items that you need to purchase whilst we track your bags. There is no guarantee that you will be able to reclaim everything you ask for.
For flights to or from the US, we will evaluate all damage claims relating to checked baggage on a case-by-case basis. This is in accordance with USDOT interpretation of US regulations and applicable aviation conventions.
All reimbursements are at our discretion.
For any baggage enquiries, please contact your local baggage services office.