Baggage Services

Information on what to do if your baggage has been delayed, damaged or lost when flying with us.

Delayed Baggage 

If your checked baggage is not available on arrival, please see an Airnorth Representative at the Airnorth Check in counters as soon as possible to lodge a Property Irregularity Report . Please refer the reporting time limits section for reporting delayed or lost baggage.

A copy of your boarding pass must be submitted along with the Property Irregularity Report .  

Damaged Baggage 

If your checked baggage has been damaged on arrival, please see an Airnorth Representative at the Airnorth Check in counters as soon as possible to lodge a Property Irregularity Report.  Please refer the reporting time limits section for reporting damaged baggage  

A copy of your boarding pass and photo evidence of the damaged baggage must be submitted with the Property Irregularity Report .

Baggage claims and liability

All claims must be submitted to Airnorth staff at the destination airport, using specific claim forms provided by Airnorth. The damaged baggage must be sighted by an Airnorth staff with the baggage tag still attached.

Airnorth is not liable for damage to baggage where damage is the result of normal wear and tear (this includes, and is not limited to, scrapes, scratches, damaged handles and wheels). The company is also not liable for damage to straps, handles and other items not part of the baggage structure, overweight items labelled with heavy tags, and baggage if baggage weight exceeds the maximum weight specifications of the manufacturer. Where the manufacturer’s specifications are unavailable the weight limit applied will be 25kgs.

The carrier accepts no liability whatsoever for loss of or damage to any baggage resulting from the inherent defect quality or vice of goods carried or for loss of or damage to registered baggage not collected by the passenger within a period of twelve hours after the arrival of the aircraft at destination.

Except as provided for under the Law, Airnorth is not liable for loss or damage to, or delay in the delivery of the following goods:

More information for baggage claims and liability and can be found in our conditions of carriage page.

Report time limits for missing and damaged baggage

Airnorth have strict time limits for reporting that your baggage has been damaged, delayed or missing. Please report your delayed, damaged or lost checked baggage to an Airnorth representative at the arrival airport with the attached Property Irregularity Report  and submit to baggageservices@airnorth.com.au no later than 24 hours arrival at your destination.  Claims reported after 24 hours will not be accepted.

Baggage claims for missing / lost or delayed baggage after 21 days.

If your baggage has not be located within 21 days, submit a lost baggage claim form and email to baggageservices@airnorth.com.au.