On this page
- Carrier liability and your rights
- Delayed or lost baggage
- Damaged baggage
- Damaged mobility equipment
If your baggage does not arrive, or is damaged, report it immediately at the airport before leaving the baggage hall. Most airlines have a dedicated baggage desk in the arrivals area. Strict time limits often apply, and if you report outside these timeframes, the airline may not accept your claim. Always check your airline’s requirements.
It is important to contact your airline, not the airport, as the airline is responsible for baggage handling. If your journey involved multiple flights, the airline that operated your final flight is usually responsible for managing your claim.
Carrier liability and your rights
Airline responsibility for delayed, lost or damaged baggage depends on a range of factors. These include whether your travel is domestic or international, the airline’s conditions of carriage, and the circumstances of the loss or damage. Passenger protections are set out in international and Australian law, including the Montreal Convention and the Civil Aviation (Carriers’ Liability) Act 1959, which establish minimum standards of liability.
If you have travel insurance, review your policy and Product Disclosure Statement to understand what you are covered for and any claim requirements. Many insurers require you to first lodge a claim with the airline before seeking reimbursement through your policy.
Delayed or lost baggage
Baggage can sometimes be delayed, particularly if you are connecting between flights. If this happens, report the delay before leaving the airport so the airline can begin tracing your bag. You will usually need to complete a report and provide details such as your booking reference, contact information and a description of your baggage, including the baggage tag number and identifying features.
Keep a record of any reference numbers the airline provides, as you will need these for tracking or future claims. If your baggage is delayed while you are away from home, airlines may reimburse reasonable expenses for essential items, such as toiletries or clothing while you wait for your baggage. Keep all receipts to support any claim.
If your baggage cannot be located, it is generally considered lost after 21 days. At that point, you may need to submit a formal claim and provide evidence of the value of your belongings, such as receipts or other proof of purchase.
Damaged baggage
If your baggage is damaged, report it as soon as possible at the airport and complete the airline’s claim form. As with delayed baggage, time limits apply, so prompt reporting is important.
If your claim is accepted, the airline may repair or replace your baggage or offer compensation. However, airlines are not usually liable for certain types of damage, such as normal wear and tear, minor scratches, inherent defects, or damage caused by overpacking or unsuitable packing. For full details, check your airline’s conditions of carriage.
Damaged mobility equipment
If you’re travelling with mobility equipment such as a wheelchair and it is damaged during your journey, ensure it is immediately reported to the airline at the baggage hall before leaving the airport. Take photos of the damage to your equipment and ensure to include the baggage tag in the image if it was checked in during your journey. The airline may be required to provide you with temporary mobility equipment whilst repairs are done. It’s important you retain records of your flight, including booking confirmation and your boarding pass and evidence of the damage and correspondence with the airline. This may be required for further reimbursement depending on the scope of the damage.