Customer Enquiry

Complete the form for any enquiry related to your flight, damaged/lost baggage, or reimbursement requests.

For any booking questions, call our Reservations team at 1800 627 474 or email

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    Frequently Asked Questions

    My baggage didn’t arrive. What should I do?

    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 or to make a claim in the future. Otherwise, you can also fill in the form above within 24 hours of your flight’s arrival. 

    My baggage was damaged. What should I do?

    If your baggage or its contents has been damaged, please let us know as soon as possible. Visit an Airnorth team member at your arriving destination before you leave the airport and they’ll give you a Property Irregularity Report (PIR), which you’ll need to make a claim. Otherwise, you can also fill in the form above within 24 hours of your flight’s arrival. 

    I didn’t report my damaged baggage before I left the airport. What should I do now?

    If your bags or contents are damaged, please fill in the form above within 24 hours of receiving your baggage. You’ll need to submit a photo of the damaged item, with the baggage tag attached. 

    I’ve left something behind on board the aircraft. Who should I contact?

    We’ll do everything we can to help you get it back!

    If you have left your item on the aircraft, complete the online form above and attach photos of the lost item if applicable.

    I have a connecting flight. Will my checked-in baggage go to my final destination?

    Not always. You may need to pick up your bag and check it in again, depending on the route and carrier you are travelling through. Ask our friendly check-in team to confirm when you arrive at the airport.

    Why was my claim not approved?

    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)
    • 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.

    All reimbursements are at our discretion.