What happens when you are collecting your checked bags from the turnstile and you notice your luggage is damaged? The damage could be a broken wheel, damaged zip or worse. Perhaps your hard luggage has been dented or cracked or your soft luggage fabric has been torn.
When you’re weary after a long flight, dealing with lost or damaged luggage is likely the last thing you want to do. Don’t stress! We’ve researched for you to make it easy for you to navigate the process of claiming your damaged luggage.
Below you will find the process for all the major airlines flying in, out or around South Africa. For some airlines, the claims process is quite detailed and fairly simple to follow. There are airlines, however, where the process is either very complex or non-existent.
For those airlines that do not have a formal process, you are forced to make contact through their website’s Contact Us section. Hopefully, you get a response. If you don’t, you may have to keep trying until they come back to you. (We have tested the Contact Us process with the airlines with limited success.)
In a nutshell, the common message from all the airlines when it comes to your damaged luggage is:
- If you notice the damage at the airport, go directly to the airline counter and report the damage to them right away.
- If you notice the damage after you have left the airport, you must report damages within seven (7) days of receiving your bag.
Option one (1) would be the best method!
Some recommendations:
- Take photos of the damage
- Keep your ticket or boarding pass
- Keep your baggage tag(s)
- If you have it, proof of purchase
- Get a professional baggage repair estimate or statement of inability to repair baggage
We hope the below content is of value to you and can assist you by making the process less frustrating.
Select your airline:
Important Note:
Most airlines refer to luggage as “baggage”. So if you had to search for “damaged luggage” on the airline’s websites, you will find it a little difficult to find the correct information. We recommend searching for “damaged baggage”. Baggage refers to bags and suitcases with their contents.
Damaged Baggage Process by Airline
Air Botswana
Lost/Damaged Luggage
Please inspect your baggage immediately after claiming it at your destination. Any damage or missing items must be reported before leaving the airport. The airline operates a computerized tracing system for missing bags, which, when located are sent to the passenger’s final destination. If the trace is unsuccessful, you will be asked to complete a baggage claim form. Compensation for lost baggage is as per the guidelines prescribed by the Montreal Convention of 1999.
Click here to download baggage Claim Form
Contact Details
JOHANNESBURG
Tel: +27 11 9216880/6489 +27 10 8806480 Fax: +27 11 3902574 Email: jn******@ai*********.bw
Lost or Damage Baggage: +267 3688 506/556
Air France
Transporting your baggage in the hold can result in scratches, marks, and other minor damage for which we cannot be held responsible.
Are you still at the airport?
Please go to the Air France baggage office at your arrival airport to report any damage. A baggage irregularity report will be established, we will provide you with the information necessary to repair the damage and give you a claim number. Please keep your claim number close to track your request.
Have you left the airport already?
You have 7 days from the day you received your baggage to submit a compensation request for damage. Please fill out the request form online or contact customer service in your country of residence. In both cases, you will need:
- your boarding pass or your ticket
- your baggage tag(s)
- a professional baggage repair estimate or statement of inability to repair baggage.
- proof of purchase
Please note: you must receive written authorization from Air France before proceeding with any exchanges or repairs. Without this authorization, all incurred fees will be at your expense. Please keep all original documents, as you may be asked to submit them.
Air France Service Line Number: +27 10 205 0100 (National standard rates apply to South Africa)
Operating Hours:
Monday – Friday 08:00 AM – 08:00 PM
Saturday – Sunday 09:00 AM – 6:00 PM
Claim Form: https://wwws.airfrance.co.za/claim
Airlink
In the event that your baggage is mishandled, missing or damaged notify the Airlink baggage service agent at your arrival station prior to leaving the airport. Refer to the links below for further information.
https://www.flyairlink.com/en/za/coc/baggage
View sections: 10.19, 10.20 and 10.21
Air Mauritius
Notice of Claims
Acceptance of Baggage by the bearer of the Baggage Check without complaint at the time of delivery is sufficient evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage unless you prove otherwise. If you wish to file a claim or an action regarding Damage to Checked Baggage, you must notify us within seven (7) Days from the date the Baggage has been placed at your disposal. Every such notification must be made in writing.
JOHANNESBURG TOWN OFFICE
12th Floor Smith Road,
Bedford Centre, 1201
South Africa
+27 11 601 3900
+27 11 615 6077
jn***@ai**********.com
Toll free: 0800 983 537
Air Seychelles
Claim mishandled baggage
We always strive to return your baggage with utmost priority. In cases where your delayed baggage exceeds 21 days, you will be entitled to submit a compensation claim, while we continue our search for your baggage. Guests can contact our Baggage Claims Department and submit all the relevant documents via email at ba***********@ai***********.com or post on the following address:
Baggage Claims Department
Air Seychelles Company LTD
P.O Box 386
Damaged baggage or content
If you discover that your baggage and/or its contents are damaged and report it prior to leaving the airport, you will be in possession of a Damage Property Report (DPR). If you report it after leaving the airport, please contact Air Seychelles in writing, along with 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 on mh****@ai***********.com
* It is the responsibility of the guest to verify their baggage prior to leaving the arrival lounge at the airport. Air Seychelles assumes no liability for delayed baggage that is reported after leaving the airport.
Download the Mishandled Baggage Form here
Contact Us: https://www.airseychelles.com/en-za/about-us/contact-us
Air New Zealand
Reporting damaged baggage
If you wish to make a claim for damaged baggage you will need to provide proof of the damage within a timely manner.
Damaged baggage can be reported at the airport baggage services office once you have collected your baggage. If you have already left the airport, you can report your damaged baggage by submitting an online baggage report or emailing the baggage services office at your arrival destination.
Your claim will be assessed and processed according to the applicable liability limitations. For further information, please see our conditions of carriage.
Time Limits for reporting/claiming on delayed loss or damaged checked baggage
You must report delayed or damaged checked baggage in writing within the time limits below.
Domestic (no international connections)
- 30 days in the case of damage to, loss or destruction of part only of an item of checked baggage
- 21 days since the case of loss of the whole item from the date of arrival
International
- In the case of damage to your baggage, as soon as you discover the damage after you have received the baggage, and at the latest within 7 days
- In the case of delay, within 21 days from when the baggage has been made available to you
Read our conditions of carriage.
British Airways
What to check before making a claim
1. Have you reported your baggage problem?
Please ensure you have reported your problem and have your report reference to hand.
To make a claim, you must have reported the problem within these set deadlines:
- missing bags – within 21 days of the bag going missing
- damaged bags or contents – within 7 days of receiving your bag
Including damaged baggage and damaged or missing contents.
- If you are still at the airport – please report your problem to a member of staff before you leave.
- If you have already left the airport – please contact us.
You must report damages and loss of contents within seven days of receiving your bag.
2. Have you checked your travel insurance?
A personal policy will likely provide a greater level of cover than we can offer so we recommend you contact your insurer first. Please contact our Customer Relations team if you require proof of loss, damage or delay to your baggage in support of your claim.
3. Is your problem the result of a US baggage inspection?
If you believe you have lost contents or your property has been damaged during a US baggage inspection, these claims should be raised directly with the US Transport Security Administration (TSA).
What you can claim for
You can claim for the following items:
- essential items such as toiletries and basics when a bag is delayed, up to a reasonable value (please keep hold of your receipts as we’ll need these to assess your claim)
- damage to your baggage*
- damage to your contents
- missing contents
- baggage reported as missing for more than 21 days
*Depending on the circumstances, you may be offered a repair service or replacement bag so please discuss your circumstances with us before purchasing a new bag.
Other contacts
Contact us to check the status of a claim
Telephone: +27 10 344 0130
Contact us for any other reason
Help and advice about lost and damaged baggage
Cathay Pacific Airlines
What happens if my baggage got delayed or damaged?
Our liability for any loss, delay or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid. Please file a report with our Baggage Services Counter located at the Arrivals Hall prior to customs clearance in case of a baggage delay/damage. Check out our Baggage information for more details regarding delayed/damaged baggage.
How can I make a claim for delayed or damaged baggage?
If you already have a reference number, you can complete an Online Baggage Claim Form which can be accessed on the Baggage Information page.
If you do not have a reference number, please contact our local Baggage Services Office. Once you have completed the form, you will be sent an acknowledgement email that will prompt you to attach supporting documents.
Delta
If you feel your baggage was damaged during a flight, bring it to the Delta Air Lines Baggage Office immediately after arrival. All damages must be evaluated in person by a Delta representative at the baggage service office. A Delta representative will direct you to fill out a damaged bag form if needed. You must report your claim within 24 hours for travel in the United States, and within 7 days for international travel.
Start Damaged Baggage Claim Form
Check bag repair status, opens in a new window
Normal Wear & Tear
Delta assumes no liability for preexisting damage, including minor cuts, scratches, and broken zippers as a result of over packing, or for wear and tear resulting from ordinary handling of baggage.
Random Search Damage
If the Transportation Security Administration (TSA) has made a random search of your bag, you will find written notification inside your luggage or a seal outside of your luggage, informing you of such. If you feel they damaged your bag during a random inspection, you can contact them at 866-289-9673.
Ethiopian Airlines
Passengers should report any irregularities immediately before leaving the arrival hall on the date of travel to the carrier on which travel was made.
Etihad
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.
Travelling to or through the US? Please check the requirements here.
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.
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 prohibited items.
Emirates
If your baggage has been damaged in transit, you need to file a claim before you leave the airport by approaching the nearest Emirates representative or the baggage services desk. This can usually be found in the customs hall, near the baggage claim area.
If you have left the airport without filing a claim, you must contact your local Emirates office within seven days in writing.
Occasionally, a bag may be delayed and subsequently delivered in a damaged state. In these cases, please contact Emirates.
We hope that these notes will help you if you find yourself in the unenviable position of having lost, delayed, or damaged luggage. In the meantime, happy travels!
FastJet
FastJet offers almost no information about baggage claims on their website, but they do have several communication touch points noted on their website.
FlySAFAIR
Travel insurance is always a great idea when purchasing a flight. We recognise that the investment required to purchase a flight is quite a significant one, so it’s always a great idea to ensure that you protect it.
https://www.flysafair.co.za/about-us/contact-us
Kenya Airways
Normal use of your baggage may result in scratches, marks and dents on your luggage as a result of transportation. If you discover major damage to your baggage, please report this to us as soon as you arrive. Or you can send a written claim to Customer Care within 7 days after arrival on cu****************@ke***********.com
Kenya Airways’ liability could be reduced if baggage was presented for check-in unsuitably packed or after the recommended check-in time.
Call us on +254 711 024 747 or email us at cu****************@ke***********.com
KLM
Damaged baggage
Unfortunately, sometimes your baggage gets damaged during transport. Regular handling of your bag may leave scratches, marks, minor dents, and other signs of use. We are not liable for these smaller damages. Is your baggage damaged more severely?
Please report this to the baggage desk at the airport as soon as possible.
Did you discover the damage after leaving the airport? Please report this within 7 days after your arrival.
Lufthansa
We greatly regret damage to your baggage during transport. Please be assured that we take all necessary measures to remedy the damage. Please report damaged baggage immediately to the local Lufthansa baggage tracing counter or the local Lufthansa representative.
Reporting the damage straight away at the airport
Please report any damaged baggage immediately so that we can attend to the matter as quickly as possible. You will then be given written confirmation as well as a reference number (PIR number, e.g. FRALH12345). It is essential that you keep this.
You can report the damage as follows:
- at the Lufthansa baggage tracing counter at the airport or
- at the Lufthansa service counter at the airport
Reporting damage at a later date
If you don’t notice the damage until you have arrived home or at your hotel, you must report it in writing within the legally stipulated period of seven days after your flight. You must also provide proof that the damage occurred while your bag was in the care of the airline concerned. Once we have received your complete damage report, you will be given confirmation in writing with a reference number.
Compensation claims, liability and insurance
You can find all the information about statutory regulations and time limits with regard to liability and insurance for baggage that is delayed, lost or damaged by the airline here.
Statutory reporting deadlines in the event of delay, damage and replacement purchases
Malaysia Airlines
Reporting of Damaged Baggage
If your baggage is damaged, you should report it upon arrival before leaving the arrival terminal at our baggage office within the baggage claims area. A Property Irregularity Report (also known as PIR) will be issued.
If you have left the airport and discover your baggage is damaged, a report must be filed, no later than seven (7) days from the date of receipt of the baggage, at the latest. Submit the report online via Self-Service Reporting portal.
Please note that accepting your baggage, without complaint, at the time of delivery is a sign of consent that it has been delivered in good condition. It also means that the acceptance is in accordance with the conditions of contract.
Baggage Services Office at KUL is located at Level 3, Baggage Reclaim Area, Main Terminal Building, KLIA and operates from 0700hrs until 2359hrs (LT).
Qantas
Damaged checked baggage
If your checked baggage is damaged proceed to the airport baggage services counter to lodge a damaged baggage report prior to leaving the airport.
If you have already left the airport complete the online Customer Care Form.
To assess your claim, you will need to provide photographs of the damaged item. Baggage tags should not be removed as they are required for a damaged bag claim.
The Contact Centre will assess each baggage claim and update you of the outcome. Please complete the prior to leaving the airport and refer to the reporting limits.
If the airline that operated your final flight is not Qantas, you’ll need to lodge a report directly with that airline.
Qantas is not liable for damage that occurs due to an inherent defect, quality or vice of the baggage or due to wear and tear. This may include
- cuts, scratches and dents;
- damage to retractable or fixed luggage handles;
- external items missing from the bag, e.g. wheels, feet, locks, zipper and zipper tabs, straps or name tags and
- damage to the inside contents of a bag if the item(s) were suitably packed for transportation. Refer to the next paragraph.
except to the extent required by law.
It’s the customer’s responsibility to ensure that baggage is suitably packed for transportation (including oversized items such as sporting equipment or musical instruments). Qantas is not liable for damage as a result from baggage that is unsuitably packed by the customer, including overpacked baggage.
There are certain items that must not be included in checked baggage, such as fragile, valuable or perishable items. If you carry items in breach of the Conditions of Carriage, Qantas will use all available defences against any claim in respect of any damage, loss or destruction of those items.
If your baggage is collected by another passenger without your permission, Qantas is not liable for any damage or costs, unless the damage was caused by Qantas.
On journeys where you arrive, transit or depart from an airport in the USA, the TSA may inspect your baggage, in which case they will leave a note in your baggage. Qantas is not liable for any damage caused by the TSA inspections. You may email the TSA about the inspection or call +1 866 289 9673 if you have any queries.
Time limits for reporting/claiming damaged, delayed or lost baggage
There are strict time limits for reporting that your baggage has been damaged, delayed or lost. For a delayed checked baggage go to qantas.com/delayedbaggage to submit a report. For damaged or lost checked baggage use the online Customer Care Form and no later than the following time limits set out below. If you delay in making your report
Qantas may not be liable.
The time limits are:
|
Damaged baggage time limits |
|
|
Trip Type |
Time limit |
|
Domestic (with no international sectors on the itinerary) |
3 days within receiving the item |
|
International (including any domestic sectors on the itinerary) |
7 days within receiving the item |
Qatar Airways
Damaged baggage
Please ensure your baggage is sufficiently robust, well packed, and properly secured to withstand the usual rigours of air travel.
If your baggage is damaged, you should report upon arrival before leaving the arrival terminal at the dedicated baggage desk within the baggage claims area. A Property Irregularity Report (also known as PIR) will be issued. You will also need to submit a written claim through ‘My Baggage’ within seven days, once you have left the airport.
Mishandled baggage reports must be filed, within seven days from the date of receipt of the baggage, at the latest.
Please note that accepting your baggage, without complaint, at the time of delivery is prima facie evidence that it has been delivered in good condition. It also means that the acceptance is in accordance with the conditions of contract.
Singapore Air
If your checked baggage arrived damaged, immediately make a report at the airport.
If you only discovered your baggage was damaged after leaving the airport, please lodge a report using the webform, within 7 days of your flight arrival.
If you have already raised a report, you may log in here with your File reference number (PIR) and Last name to view more details.
Please note our liability for damaged baggage is based on our Conditions of Carriage and/or the Warsaw or Montreal Conventions, unless a higher value has been declared in advance, our liability remains limited.
We are also not responsible for baggage damage due to normal wear and tear, which includes:
- Cuts, scratches, scuffs, dents and marks;
- Damage to or loss of protruding parts, including straps, pockets, pull handles, hangar hooks, wheels, external locks, security straps, or zipper tabs;
- Damage due to improper or overpacking;
- Baggage accepted under the conditions of the Limited Release Tag – including items retrieved or confiscated by airport authorities or security personnel.
Please do not include valuables, important documents or money in your checked baggage. Your fragile or perishable items should not be carried in checked baggage as well.
- If you’ve purchased a travel insurance policy to cover your recent travel, you can consider making a claim against your travel insurance policy, which may provide you with a more comprehensive insurance coverage.
South African Airways
Claims Procedure
Report the incident immediately on arrival or within 7 days of the incident, to the SAA Baggage Services desk at the airport, where you’ll receive a unique reporting number.
Thereafter, complete a claim form and send it to ba*************@fl****.com or hand it in at the SAA Baggage Services Desk at the airport. Once we receive a fully completed claim, it can take up to 21 working days to finalise.
Baggage Service (Lost/damaged)
Email Address: Ba*************@fl****.com
Or give us a call:
Tel: +27 11 978 2888
Office Hours: Daily, 08h00 to 16h30 (SAST)
Swiss Air
Damaged baggage
If your baggage is damaged after the flight, we will be liable for the damage incurred. The procedure varies depending on the country you are in. Please note the following so that the damage issue can be dealt with quickly and smoothly.
Reporting damage immediately
The best thing to do is to report the damage to your baggage as soon as you collect it. Report the damage to your baggage to the Lost & Found office immediately. In most airports, the Lost & Found office is located in the baggage reclaim area. In Zurich you will find it in Arrival 1.
Reporting damage later on
If you only notice the damage after you have left the arrivals area, you have a period of 7 days in which to report it. In order to do so, complete the damage form and take photos to document the damage. SWISS only assumes liability for damage that is reported within this deadline.
Irreparable baggage damage
If your baggage has been so severely damaged that it can no longer be repaired, SWISS assumes the cost of replacement baggage of the same value. Costs are only assumed if the irreparable damage has been confirmed in the damage report. Send this confirmation electronically to our Service Center.
Repair or replacement of damaged baggage
In the event of damage, SWISS will bear the costs for the repair or replacement as appropriate to its current value. Please be sure to enclose your loss report. You will find all the necessary information below:
|
Country |
Procedure |
Contact |
|
Belgium, Denmark, Germany, France, Greece, Holland, Ireland, Israel, Italy, Norway, Austria, Poland, Portugal, Romania, Sweden, Switzerland, Spain, Czech Republic, United Kingdom, Hungary |
Contact our service partner “Dolfi 1920 GmbH Baggage Services”. The repair or replacement of the damaged piece of luggage will be carried out by our partner. |
|
|
All other countries |
Have the damaged piece of luggage repaired and send the invoice together with the damage report electronically or by post to our Service Center |
Limited liability
For cost reimbursements or any claims for compensation, please contact our Service Centre. SWISS is only liable for baggage that is lost, damaged or arrives late to a limited extent in accordance with the Conditions of Carriage.
Completing the damage report form
Turkish Airlines
What should I do if my baggage is damaged, or items are missing?
If you notice any damage to your luggage or missing items, please contact the Lost Property Office.
Please retain the reference number on the Property Irregularity Report (PIR) provided by the Lost Property Office. This number consists of five letters and five numbers. To continue the process, please visit the baggage irregularity report and follow-up page.
Damage or missing items: In cases whereby damage or missing items are discovered after leaving the airport, you may submit an application via the baggage irregularity report and follow-up page within 7 days of the travel date. Please include photos of the damage and/or a missing item list with the name and price of the item.
Check out the helpful FAQ page Lost and delayed baggage here.
United Airlines
Damaged bags
We know you count on us to handle your bags with care, and it’s possible your checked bags may show signs of wear because of normal handling. However, if you believe we damaged your checked bags, please review our page about damaged bags to see how to submit a claim. You won’t be able to report damaged bags by email or through our website.
We’re not liable if you have a damaged bag because of:
- An existing defect with the bag
- The bag’s poor quality
- Overpacking the bag
- Ordinary wear and tear
Reporting issues with your bag
It’s important you report any issues and file a claim within the time periods listed below. If you don’t, we won’t be able to compensate you.
If you’re still at the airport
If you notice any issues with your checked bags and you’re still at the airport, report it to the Baggage Service Office immediately. The office should be near the baggage claim area. We’ll examine the bag and give you a file number, and you also may have to complete a form.
If you’ve left the airport
For flights within the U.S., including Guam, Puerto Rico and the U.S. Virgin Islands
Report any issues with your checked bag to the Baggage Service Office at the airport. You should do this within 24 hours after you arrive.
For international flights
Report any issues with your bag to the Baggage Service Office at the airport within seven days of arrival, or 21 days if your bag is delayed. You can also report any issues in writing.
Damaged bags
It’s possible your checked bag shows signs of wear because of normal handling. We’re not liable if you have a damaged bag because of:
- An existing defect with the bag
- The bag’s poor quality
- Overpacking the bag
- Ordinary wear and tear
The Transportation Security Administration (TSA) is responsible for security at airports. If your items were damaged because of security screening requirements, please file a written claim with them. You can also call the TSA Contact Center at 1-866-289-9673.
If none of these things apply to your situation, use the link below to submit a clai
Virgin Atlantic
How to claim if your baggage has arrived damaged
Our ground staff in the baggage hall will assess the damage and in some airports try to settle your claim immediately by arranging a replacement bag (if your bag is no longer useable) or repair.
If you wish to make a claim with us for damaged baggage, you must notify us in writing, using our damaged baggage claim form below, within seven days of getting the baggage back.
We’re unable to accept claims for cosmetic or minor damage to baggage, for example scuff marks, ripped labels and dents that do not affect the structure of the bag. This is general wear and tear that occurs during the normal handling of bags at the airport, or even inside the containers during the flight.
Complete our Baggage Claim Form for damaged bags and/or contents
