Mishandled baggage

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Track your luggage

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Missing baggage? We’re committed to doing everything we can to return your luggage as soon as possible.

You should have received a Property Irregularity Report (PIR) when you reported your missing luggage at the airport. You can use the File Reference Number on that report to track your baggage online.

Track your luggage  ►

Baggage claims

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We always do everything we can to return your luggage to you as quickly as possible, but in rare cases, this does take a bit longer than we would like.

If you have not received your baggage within 21 days of submitting a report, you can submit a claim through our Baggage Claims Department. Please upload all supporting documents to ensure that we can process your claim as soon as possible.

Submit a claims form ►

Need more information?

Valuables

We advise that you do not carry the following items in your checked baggage:

  • Items that are fragile or perishable
  • Jewellery, watches or similar valuable items
  • Computers or personal electronic devices
  • Stored data on items such as a hard drive or USB drive
  • Cameras or delicate camera equipment
  • Medication or medical equipment
  • Important documents including your passport, visa, certificates or business documents

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.

Damaged baggage or contents

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If you discover that your baggage or its contents have been damaged during your flight, please let us know straight away by visiting the arrival desk at the airport. You’ll receive a Property Irregularity Report (PIR) and a letter outlining the damage.

Take your baggage to the company of your choice to repair the damage. Upload your letter along with the receipt showing the cost of the repair, and we’ll contact you as soon as we can to handle your claim.

There are some instances that we are unable to accept liability for loss or damage to your baggage. These include:

  • 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

If you haven’t reported your lost or damaged baggage before leaving the airport, please contact Etihad Airways in writing, attaching all supporting documents within 7 days of arrival. We will assess the claim and notify you accordingly.

For any baggage enquiries, please contact your local baggage services office.

For flights involving travel to or from the United States, Etihad Airways does not categorically exclude claims for damage to any specific parts of checked baggage and will evaluate all claims on a case-by-case basis in accordance with USDOT interpretation of US regulations and applicable aviation conventions.

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