How to Handle Lost or Damaged Luggage: A Step-by-Step Guide

Standing at an empty baggage carousel while other passengers collect their luggage is one of travel's most frustrating experiences. Whether your bag is delayed, lost entirely, or arrives damaged, knowing the correct procedures and your legal rights makes a significant difference in how quickly and effectively the situation is resolved.

This guide walks you through exactly what to do when your luggage doesn't arrive as expected, from immediate actions at the airport through to formal claims and compensation.

Immediate Steps at the Airport

When Your Bag Doesn't Appear

If your luggage hasn't appeared after the carousel stops and all other bags have been collected, act immediately while still at the airport:

1. Find the baggage services desk: Every airport has a dedicated counter for baggage issues, usually near the baggage claim area. Don't leave the airport without reporting the issue.
2. File a Property Irregularity Report (PIR): This is the official documentation of your missing bag. The agent will take your contact details, flight information, and a description of your luggage. Keep your copy of this report—you'll need the reference number for all follow-up.
3. Provide detailed descriptions: Describe your bag precisely: brand, colour, size, distinguishing features, and what's inside. Photographs of your luggage (which you should take before each trip) are extremely helpful.
4. Get tracking information: Most airlines provide online tracking for delayed bags. Get the website address and your tracking number before leaving.

Understanding Your Rights

International Flights: The Montreal Convention

For international flights, the Montreal Convention governs airline liability for baggage. Under this convention:

• Airlines are liable for damage caused to checked baggage in their custody (unless the damage resulted from an inherent defect in the baggage itself).
• Compensation is limited to approximately 1,288 Special Drawing Rights (SDR), which equates to roughly AUD $2,600-2,800 depending on exchange rates.
• Claims for damage must be filed within seven days of receiving the baggage.
• Claims for delay must be filed within 21 days of receiving the delayed baggage.
• A bag is considered "lost" after 21 days of delay, at which point you can claim for loss rather than delay.

Domestic Flights in Australia

For domestic Australian flights, carrier liability varies. Airlines typically have conditions of carriage that limit their liability, though Australian Consumer Law provides baseline protections. Qantas, Virgin Australia, and other carriers publish their baggage liability limits in their conditions of carriage—review these before flying.

Delayed Baggage: What Happens Next

Most "lost" bags are actually delayed and arrive within 24-48 hours. During this period:

Track Your Bag

Use the tracking website or app provided by the airline. Many airlines update bag location in real-time, showing when it's found, when it's on a flight to you, and estimated delivery time.

Purchase Essentials

Most airlines authorise reasonable purchases while you wait for delayed luggage. This typically includes:

• Basic clothing and underwear
• Essential toiletries
• Medication replacements

Keep all receipts for reimbursement claims. "Reasonable" generally means basic necessities, not shopping sprees—expect airlines to challenge claims for expensive designer items or quantities beyond immediate need.

Delivery Options

Airlines typically deliver delayed bags directly to your accommodation at no charge. You may also have the option to collect from the airport if that's more convenient. Confirm delivery arrangements before leaving the airport.

Damaged Baggage Claims

If your bag arrives damaged:

1. Report immediately: Do not leave the airport without filing a damage report, even if you need to unpack and repack at the counter to document the damage.
2. Document everything: Photograph the damage to both the bag and any damaged contents. Keep the damaged items until the claim is resolved.
3. File a formal claim: Beyond the initial report, most airlines require a formal written claim with supporting documentation including:

• Copy of your PIR
• Original baggage claim tags
• Photographs of damage
• Purchase receipts for damaged items (or estimated values)
• Repair quotes or replacement costs

What Damage Is Covered

Airlines are generally liable for structural damage to bags (broken handles, cracked shells, torn fabric) and damage to contents caused by the airline's handling. However, most airlines exclude:

• Minor scratches and scuffs (considered normal wear)
• Damage to protruding parts like straps or feet
• Damage to fragile items not properly protected
• Pre-existing damage

Permanently Lost Baggage

If your bag is not recovered within 21 days, it's classified as lost, and you can file a claim for the full value (up to liability limits):

Documenting Value

To claim compensation, you'll need to demonstrate the value of lost items:

• Receipts for items whenever possible
• Credit card statements showing purchases
• Detailed list of contents with estimated values
• Photos of items from before the trip

Airlines typically pay depreciated value, not replacement cost. A five-year-old suit won't be compensated at the price of a new one. Be realistic in your valuations—inflated claims may be rejected entirely.

Claim Processing

Claim processing typically takes four to twelve weeks. Airlines may request additional documentation or negotiate on valuations. If your claim is denied or you receive an inadequate offer, you can:

• Appeal through the airline's internal process
• Contact the Airline Customer Advocate (for Australian domestic issues)
• Lodge a complaint with the relevant aviation authority
• Pursue legal action for significant claims

Prevention Is Better Than Claims

While you can't control airline handling, you can minimise the impact of luggage problems:

• Pack essentials in carry-on: Medications, a change of clothes, and valuables should travel with you.
• Use distinctive luggage: Bright colours, unique tags, or stickers help prevent someone else grabbing your bag by mistake.
• Remove old tags: Outdated baggage tags can cause routing errors.
• Allow connection time: Tight connections increase the chance of bags not making it onto your connecting flight.
• Check in early: Late check-ins are more likely to result in bags being left behind.
• Use GPS trackers: Apple AirTags and similar devices help you track your bag's actual location regardless of what the airline's system shows.

Dealing with lost or damaged luggage is frustrating, but knowing the process and your rights helps you navigate it effectively. Report issues immediately, document everything thoroughly, and file claims promptly. Most situations resolve within a few days, and even in worst-case scenarios, you're entitled to compensation for your loss.