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.
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. We’ll give you a Property Irregularity Report (PIR), which you’ll need to make a claim. If you have already left the airport, you can submit a claim within seven days of collecting or receiving your bags here.
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:
- Loss or damage that has been accepted under the condition of the Limited Release Tag (LRT)
- Items that have been confiscated by airport authorities or security personnel
- Damage to locks
- Damage to zip sliders
- Loose wheels
- Damage to side handles
- Minor dents or scratches
- Damage to baggage that is more than 5 years old
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.