Jump to main content

Lost or damaged baggage

Forward To Friends Print View more services Share this:

i) Delayed Baggage

If your baggage does not come off the conveyor belt, please file a report with our Baggage Services Counter located at the Arrival Hall, prior to customs clearance. Our staff or handling agent will provide you assistance.*

If you have filed a report already, you can use the file reference (eg HKGCX12345) to trace your baggage online. Just click on the WORLDTRACER website.

*You may make a follow-up call with our Baggage Services directly in your particular country/territory for further assistance.

ii) Damaged Baggage

If your baggage is damaged, please file a report with our Baggage Services Counter located at the Arrival Hall, prior to customs clearance. Our staff or handling agent will provide you assistance.*

You can also contact our Baggage Services directly in your particular country / territory.

*You may make a follow-up call with our Baggage Services directly in your particular country/territory for further assistance.

iii) Notice of Claim

In case of delay or damage to baggage moving in international transportation, a complaint must be made in writing to us. You can download the Baggage Claim Form here.

Upon completion, please return the baggage claim form to the contacts provided in the Property Irregularity Report that you have filed at the arrival hall, together with copies of your passenger tickets, baggage claim tags, excess baggage tickets, purchase receipts etc.*

You can also contact our Baggage Services directly in your particular country / territory.

If you have private insurance coverage for your baggage, a claim should also be lodged with your insurance company.

*You may make a follow-up call with our Baggage Services directly in your particular country/territory for further assistance.

iv) Notice of Baggage Liability Limitations

Liability for loss, delay or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid. Excess valuation may be declared on certain types of articles.

For many international journeys (including domestic portions of international journeys), the Warsaw Convention may apply with liability limits of 17 Special Drawing Rights per kilo for checked baggage and 332 Special Drawing Rights per passenger for unchecked baggage. In cases where the Montreal Convention applies to your journey, the applicable liability limit is 1,131 Special Drawing Rights per passenger for checked and unchecked baggage. (The value of Special Drawing Rights can fluctuate - please check current exchange rates.)

Except for checked or unchecked baggage carried in the course of international carriage as defined by the Warsaw or Montreal Convention, we are not liable, in any way whatever, for loss of, damage to or delay in the delivery of articles which you include in your baggage despite their inclusion being prohibited by our General Conditions of Carriage for Passengers and Baggage. Such items include, but are not limited to, fragile or perishable items, keys, artwork, cameras, money, jewellery, precious metals, silverware, medicines, drug, dangerous goods, commercial goods, odd-sized articles, negotiable papers, securities or other valuables, business documents, samples or passports and other identification documents.

Please refer to our General Conditions of Carriage for Passengers and Baggage.

All downloadable files on this page are in PDF (Portable Document Format) and can be viewed with Adobe Acrobat Reader. You can download the Reader at no cost from Adobe’s Web site.