Baggage Services

Delayed Baggage

If your checked baggage is not available on arrival, proceed to the Airport Baggage Services counter as soon as possible to lodge a Property Irregularity Report (PIR) directly with the airline that operated your flight. If your bags were through checked for multiple flights and your final carrier was not Qantas, you will need to approach the airline that operated your final flight.

For all updates regarding the status of your baggage, and to update your personal details, delivery address and baggage description information, enter your file reference (PIR) below.

Our Baggage Services team are committed to reuniting you with your baggage as quickly as possible and will contact you once your baggage is available for collection or delivery.

If your itinerary involves multiple airlines or you have arrived on an international flight, it may take some extra time to return your baggage to you, due to flight duration, frequency of flights and local Customs processes in each airport.

Damaged Checked Baggage

If your checked baggage is damaged proceed to the Airport Baggage Services counter to lodge a Damaged Baggage report prior to leaving the Airport. Please refer to reporting time limits.

If your final carrier is not Qantas, you will need lodge a report directly with the airline that operated your final flight.

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, such as:

  • Cuts, scratches and dents
  • External items missing from bag i.e. locks, straps or name tags
  • Damage as a result of over-packing
  • Items unsuitably packed for transportation (this includes sporting equipment and musical instruments)
  • Fragile, valuable or perishable items except to the extent required by law

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 is not liable for any damage caused by the TSA inspections. You may contact the TSA about the inspection on +1 866 289 9673 or email TSA-ContactCentre@dhs.gov.

Time Limits for reporting/claiming delayed lost or damaged baggage

There are strict time limits for reporting that your baggage has been damaged, delayed or lost. All passengers are requested to report delayed or damaged checked baggage in person at the airport at time of arrival or in writing no later than the time set out below, otherwise Qantas will not be liable:

Domestic Carriage (no international sectors on the itinerary)

  • 3 days in the case of damage to, loss or destruction of part only of an item of checked baggage or cabin baggage, after date of receipt of remainder of the item.
  • 21 days since the case of loss of the whole item from the date of intended receipt.

International Carriage

  • In the case of damage to your baggage, as soon as you discover the damage after you have received the baggage, and at the latest within 7 days.
  • In the case of delay, within 21 days from when the baggage has been made available to you.

Baggage Claims for baggage not located after 21 days

If your baggage has not been located after 21 days, please submit a completed baggage claim form.

Baggage Liability

Qantas liability is limited in accordance with the relevant laws and international conventions governing air travel and as set out in our conditions of carriage.