Delayed and damaged baggage
If something goes wrong with your luggage we want to help.
Find your bag
Please let us know as soon as your realise your baggage is delayed. We’ll do everything we can to reunite you with your belongings as soon as possible.
Make your report
Please speak with our friendly staff at the Baggage Service counter, who will be happy to assist you in making your delayed baggage report. You can find the Baggage Service counter near the baggage carousels before customs clearance.
Please ensure you take note of your report reference number for future reference.
Track its progress
Follow the progress on your report by entering your unique reference number on our delayed baggage report website. We'll keep you updated and let you know once your bags have been located.
Get in touch
After filing your report, you are welcome to call your local Baggage Services office if you need further assistance.
Report damaged items
Whilst we aim to handle all your belongings with utmost care, sometimes accidents can happen. Please do one of the following actions so we can set things right.
At the airport
Please speak with our Baggage Service Counter staff and file a report on your damaged bags. You can find the Baggage Service counter in the Arrival Hall at the airport, just before customs clearance.
By phone
Call our Baggage Service hotline and we'll help you file a damaged baggage report. Note that you must report damages within seven days of receiving your baggage.
Get in touch
After filing your report, you are welcome to call your local Baggage Services office if you need further assistance.
Items left on board
If you've left your belongings on board our aircraft, we hope you will find the following information helpful.
If you've left an item on board our aircraft, please contact your local Baggage Services office.
If you’ve flown from Hong Kong to London (or vice versa) and left an item on board, please submit a search report on the lost and found platform.
If you've left an item on a codeshare flight, please contact the operating carrier.
Making a claim
If your bag is missing or if it has been damaged, please follow the following procedures to make a claim.
Report your problem
In order to make a claim, ensure you have reported the case and received a Report File Reference from the Baggage Desk at your arrival airport. Our team at the airport will do all they can to resolve your case.
Submit your claim
If our team at the airport cannot resolve your case, please complete the online baggage claim form with more details about your itinerary and belongings.
Send supporting documents
When you’ve submitted your claim and received a confirmation email, please send a copy of your receipt(s) and any other supporting document(s) to the provided contact.
Notice of claim
If you wish to claim compensation for delayed or damaged baggage, please follow the procedure outlined under ‘Making a claim’.
Please note that if you have private insurance coverage for your baggage, a claim should also be lodged with your insurance company.
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 1,288 Special drawing rights per passenger for checked and unchecked baggage. (The value of Special drawing rights can fluctuate - please check current exchange rates, Link opens in a new window operated by external parties and may not conform to the same accessibility policies as Cathay Pacific .)
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 Cathay Pacific General conditions of carriage for passengers and baggage (PDF)Open a new window
All downloadable files on this page are in PDF (Portable Document Format) and can be viewed with Adobe Acrobat Reader. Download at no cost from Adobe’s website., Link opens in a new window operated by external parties and may not conform to the same accessibility policies as Cathay Pacific
