Baggage services
Information on what to do if your baggage has been delayed, damaged or lost when flying with us.
Things to know
We do our best to get your baggage safely back to you after your flight. In the event this doesn’t happen, the following information outlines what to do if your baggage has been delayed, lost or damaged when flying with us.
Who you need to contact about your delayed or damaged bags depends on which airline you last flew with.
If the last flight to your destination airport (or an airport where you were required to collect your checked baggage) was operated by:
- Qantas, we can assist you with reporting delayed or damaged baggage and with information about claims and reimbursement.
- another airline, you’ll need to contact them directly for more information and to lodge a delayed or damaged baggage report. This includes a flight with a QF flight number which was operated by another airline.
If your trip involved multiple airlines or you arrived on an international flight, it may take extra time to return your baggage to you. This can be due to flight duration, frequency of flights and local Customs processes at each airport.
Reporting delayed or damaged baggage
If your checked bag or mobility aid has been delayed or damaged, choose from the following options for information on how to report.
If your checked bag or mobility aid isn't available on arrival and we haven't yet contacted you, create a report as soon as possible so we can begin tracing your baggage. You can submit a delayed baggage report by:
- using our self-service Delayed Baggage portal Note: If you’ve arrived into New Zealand, Japan, London Heathrow or Bengaluru (Bangalore), you’ll also need to proceed to the Baggage Services counter with your submission details before you leave the airport,
- clicking the Report Delayed Bag button via the Track my Bags function on the Qantas app, if tracking is available for your flight,
- proceeding directly to the Baggage Services counter at the airport, or
- contacting us on 1300 306 980 within Australia, or the local airport contact if overseas.
Ensure you have your booking reference, passenger name and contact details handy, as well as a detailed description of your baggage and any other relevant details to assist us with locating and identifying it.
We'll provide a 10-character Delayed Bag Report reference, which you'll need to retain in order to check the status of your report and manage your details.
We'll keep you updated via the Delayed Baggage portal, so it's essential that your contact and location details are kept up-to-date.
If your checked bag is damaged on arrival, proceed to the Baggage Services counter at the airport to lodge a damaged baggage report. Our team will provide you with a Damaged Property Report reference.
If you've already left the airport, you should complete our online Customer Care form (choose Category ‘Baggage - Delayed and Damaged) as soon as possible, as there are time limits for reporting.
Ensure you don't remove the baggage tag from the damaged bag. For us to assess your claim, you’ll need to provide all relevant information about the damage, including photographs of the damaged item with the attached baggage tag.
If your checked mobility equipment is damaged on arrival, proceed directly to the Baggage Services counter at the airport so our team can assist you with lodging a report. We’ll provide you with a Damaged Property Report reference and will pass the report to our Customer Care team to assist you further.
If you've already left the airport, you should complete our online Customer Care form (choose Category ‘Damaged Mobility Aid’) as soon as possible, as there are time limits for reporting. See Damaged mobility equipment for a step-by-step guide to using the form.
Ensure you don’t remove the baggage tag from the damaged item. For us to assess your claim, you’ll need to provide all relevant information about the damage, including photographs of the equipment with the baggage tag still attached.
Time limits for reporting delayed or damaged baggage
There are strict time limits for reporting delays, damage or destruction to part or the whole of your checked baggage. If you submit a report outside of the time limits set out in the following table, Qantas may not be liable.
| Trip Type | Delayed baggage time limit | Damaged baggage time limit |
|---|---|---|
| Australian Domestic (with no international sectors on the itinerary) | 21 days | 3 days |
| International (including any domestic sectors on the itinerary) | 21 days | 7 days |
Claims and reimbursement
Delayed bags - up to 21 days after your arrival
Baggage that hasn’t arrived is considered delayed for up to 21 days.
If you’re away from your home port, you may be eligible to claim for reimbursement of any essentials (e.g. toiletries, phone charger) you’ve purchased while waiting for your baggage to be returned to you. Ensure you keep receipts for any essentials you wish to claim.
Lost bags - from 22 days after your arrival
If we've been unable to find your baggage within 21 days, you may be able to claim for lost bag reimbursement.
Depending on the delay impact and where you’ve travelled (domestically within Australia or internationally), we’ll assess your claim and determine a settlement amount.
If you previously claimed for reimbursement of essentials while your bag was delayed, you'll need to claim again for lost bag reimbursement. Any amount reimbursed for essentials will be deducted from the final settlement.
Damaged bags and mobility equipment
If you’re eligible for reimbursement, we may choose to pay for the replacement or repair of the damaged item at our discretion. Alternatively, we may offer to send you monetary compensation.
How to request reimbursement
Before you request reimbursement for delayed bag essentials, or for lost or damaged baggage, you'll need to have already reported your delayed or damaged bag to us within the relevant reporting time limits.
Choose from "Baggage - Damaged and Delayed", "Damaged Mobility Aid" or "Expense Reimbursement".
Include your delay/damage report reference, flight information, receipts/tags and photos.
Our team will assess the claim and advise you of the outcome.
If you've purchased a travel insurance policy to cover your trip, we suggest reviewing the policy details and Product Disclosure Statement to understand your entitlements and timeframes for checked baggage insurance claims. Many travel insurers will require you to have made a claim with Qantas before claiming on your policy and may ask you to provide them with relevant documentation.
Limitations of liability
Qantas' liability relating to delayed, lost and damaged baggage (including mobility equipment) is limited in accordance with the relevant laws and international conventions governing air travel and as set out in our Conditions of Carriage
Qantas is not liable for damage that occurs due to an inherent defect, quality or vice of the baggage or due to wear and tear. This may include:
- cuts, scratches and dents;
- damage to retractable or fixed luggage handles;
- external items missing from bag, e.g. wheels, feet, locks, zipper and zipper tabs, straps or name tags; and
- damage to the inside contents of a bag if the item(s) weren’t suitably packed for transportation. Refer to the next paragraph.
It’s your responsibility to ensure that baggage is suitably packed for transportation (including oversized items such as sporting equipment or musical instruments). Qantas isn’t liable for damage as a result from baggage that is unsuitably packed, including overpacked baggage.
There are certain items that must not be included in checked baggage, such as fragile, valuable or perishable items. If you carry restricted or prohibited items in breach of the Conditions of Carriage, Qantas will use all available defences against any claim in respect of any damage, loss or destruction of those items.
If your baggage is collected by another passenger without your permission, we’re not liable for any damage or costs, unless the damage was caused by Qantas.
On journeys where you arrive, transit or depart from an airport in the USA, the TSA may inspect your baggage, in which case they will leave a note in your baggage. Qantas isn’t liable for any damage caused by TSA inspections. You may email the TSAOpens in a new tab or window for information about the inspection or to make a claim.