Delayed or damaged

baggage

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.

Delayed bags

If your baggage is delayed, we'll do everything we can to return it to you as soon as possible. 

What to do first

Please let us know that your baggage has not arrived before you leave the airport. It’s important to do this so that we can 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 have already left the airport, please let us know in writing within 48 hours.

Contact us

Track your bags

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

Baggage claims

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

Damaged baggage

If your baggage has been damaged during your journey, our priority is to help you fix it straight away.

Report

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.

 

Repair

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.

 

Submit

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

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

 

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.

Questions?

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.

View contact details