Damaged, lost and delayed
Information on what to do if your baggage has been delayed, damaged or lost when flying with us
If your checked baggage hasn’t arrived
We’re very sorry for this inconvenience and will do all we can to find your missing baggage.
To speed up your baggage return, we ask that you report your lost baggage to an Airnorth team member as soon as it has been identified as missing at your arrival destination. You will be asked to complete a Property Irregularity Report (PIR) and provide a copy of your boarding pass. Once the PIR has been completed, please email forms to baggageservices@airnorth.com.au within 24 hours of your flight’s arrival.
Otherwise, you can also fill in the Customer Enquiry form online within 24 hours of your flight’s arrival.
Claiming compensation for your damaged baggage
If your baggage has been damaged during your journey with us, our priority is to help you fix* it straight away.
To speed up your baggage compensation claim, we ask that you report your damaged baggage to an Airnorth team member as soon as your reach your destination. You will be asked to complete a Property Irregularity Report (PIR) and provide a copy of your boarding pass and photos of the damage.
Once the PIR has been completed please email this to baggageservices@airnorth.com.au within 24 hours of your flight’s arrival.
Otherwise, you can also fill in the Customer Enquiry form online within 24 hours of your flight’s arrival.
If you’ve lost an item on the aircraft or airport
You’d be surprised how frequently this happens; a book, fluffy toy or headphones left in the seat pockets. Here are a few tips to help track down your personal items.
If you have left your item on the aircraft, complete our online Customer Enquiry form and attach photos of the lost item if applicable.
We’ll make every effort to find your lost property. If you require a letter to support your insurance claim, please just ask. Items will be held for one month and will require proof of ownership such as photo ID when you collect your lost item. If you’ve left your item at the airport, please contact the airport directly. Click here to visit the airports that we service.
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 baggage 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.
Frequently Asked Questions
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 Customer Enquiry form online within 24 hours of your flight’s arrival.
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 Customer Enquiry form online within 24 hours of your flight’s arrival.
If your bags or contents are damaged, please submit an online claim within 24 hours of receiving your baggage. You’ll need to submit a photo of the damaged item, with the baggage tag attached.
We’ll do everything we can to help you get it back!
If you have left your item on the aircraft, complete our online Customer Enquiry form and attach photos of the lost item if applicable.
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.
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.