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Document My baggage is delayed, missing or damaged, what should I do?

Delayed Baggage

Delayed baggage means your baggage was not loaded onto the flight you just took. The reason why your baggage was not loaded onto the flight is usually due to safety or technical considerations.

As soon as baggage stops coming through the carousel, you should immediately approach one of our friendly guest service officers. Please provide our guest service officer with your baggage tag that was given to you at the time of check-in to enable us to track your baggage. A form will be given to you and upon completion you will be given a Property Irregularity Report number. 

If your baggage is found, we will make the necessary arrangements to deliver it to your local address provided in the PIR form as and when it arrives. Arrangements will also be made to assist you should items of baggage arrive damaged.

You are entitled to claim if you have purchased Travel Insurance by AirAsia and your baggage is returned to more than 6 hours later.
Compensation amount is subjected to the terms and conditions within the capacity of the policy wording. For more info, kindly visit tuneprotect.com/airasia, select your departing country to know the benefits and coverages offered).


Missing Baggage

Your baggage will be declared missing after a period of 7 days for Domestic travel, and 14 days for International travel, from the date of the PIR. In this situation, you will need to prepare the following documents:-

1. Copy of guest passport / ID

2. Copy of guest bank book / statement

3. SWIFT/BCB/IBN code (for international transaction)

4. An authorisation letter for 3rd party account (if necessary)

5. Copy of 3rd party passport / ID (if necessary)

Guests will be contacted by our Central Baggage Tracing Office staff for further action.

The following telephone numbers are for missing Baggage Enquiries only. No other enquiries will be dealt with at these numbers:

Lost & Found KLIA2, operation hours ( 0900hrs - 2200hrs )
+603-8778-5495 International
+603-8778-5494 Domestic

Bangkok Central Baggage Tracing Office: +662 562 5869

Jakarta Central Baggage Tracing Office: 08118963067 and 02155916126

If you have purchased Travel Insurance by AirAsia, kindly visit tuneprotect.com/airasia, select your departure country and navigate it to the claims section.

Please see this link for T&C's on amount and conditions of compensation: http://www.airasia.com/my/en/airasiatnc.page

Damaged Baggage

If your baggage is damaged, you should immediately approach one of our friendly guest service officers BEFORE you leave the airport. Details of the damage to your baggage will be recorded and you will be offered immediate assistance, if necessary. Please note that damage to accessories and wear and tear may not be covered by us. 

If your bag is damaged or delayed as a result of over-packing or unsuitable packaging, our liability will be reduced.

To avoid any unpleasant experience or further inconvenience during your trip, we would strongly recommend you to obtain adequate travel insurance cover before you fly.

Please note that we do not accept any responsibility for personal belongings misplaced or lost on board the aircraft or in the airport terminal. All items carried by you are solely at your own risk. Any items found on board will be forwarded to the lost property offices at the respective airports. Any items found at the airport terminal will be handed over to the airport authorities.
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