Baggage services
Information on what to do if your baggage has been delayed, damaged or lost when flying with us.
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If your checked baggage is not available on arrival, head to the local 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 checked through for multiple flights and your final airline operator wasn’t Qantas, you’ll need to lodge your report with the airline that operated your final flight.
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 the airline that operated your final flight is not Qantas, you’ll need to lodge a report directly with that airline.
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 email the TSA about the inspection or call +1 866 289 9673 if you have any queries.
There are strict time limits for reporting that your baggage has been damaged, delayed or lost. Please report your delayed, damaged or lost checked baggage in person at the airport or online via Qantas Customer Care as soon as possible and no later than the time set out below. If you delay in making your report Qantas may not be liable.
Delayed or lost baggage
For domestic flights (with no international sectors on the itinerary):
| Description | Time limit |
|---|---|
| In the case of loss of the whole item | Within 21 days from the date of intended receipt |
For international flights:
| Description | Time limit |
|---|---|
| In the case of delay of an item of checked baggage | Within 21 days from when the checked baggage is made available to you |
| If your baggage has not been located after 21 days | Submit a lost baggage claim (PDF) online via Qantas Customer Care |
Damaged baggage
For domestic flights (with no international sectors on the itinerary):
| Description | Time Limit |
|---|---|
| In the case of damage to, loss or destruction of part of an item of checked baggage | Within 3 days after date of receipt of the item (or the remainder of the item) |
| In the case of damage to or loss of a whole item of checked baggage | Within 21 days from the date you should have received the checked baggage |
For international flights:
| Description | Time limit |
|---|---|
| In the case of damage to an item of checked baggage | Within 7 days of receipt of the item |
If your baggage has not been located after 21 days, submit a lost baggage claim (PDF) via our Customer feedback form.
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.