Delayed, lost or damaged baggage
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Get help with baggage issues
We do our best to get your baggage safely back to you after your flight. In the event this doesn't happen and you need assistance, contact the airline that operated your last flight to the airport where you collected your checked baggage.
If Qantas operated your last flight
- We can help you report delayed or damaged baggage.
- We can provide information about claims and reimbursements.
If another airline operated your last flight
Please 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.
Multi-airline trips or international flights
It may take longer to return your baggage to you due to:
- frequency of flights,
- customs processes at different airports, or
- flight duration.
Delayed baggage
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 in 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
- calling us on 1300 306 980 within Australia, or the local airport contact if outside of Australia.
What you'll need to report delayed baggage
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 to check the status of your report and manage your details.
We'll keep you updated via the Delayed Baggage portal, so please make sure your contact and location details are kept up to date.
Sharing an Apple AirTag location to track your delayed baggage
After submitting a delayed baggage report, you can securely share the location of your Apple AirTag or Find My network accessory to help track your luggage.
Get a link from the Find My app
Go to the Delayed Baggage Portal
Add your AirTag link
We'll be in touch soon
Damaged bags and mobility aids
If your checked bag or mobility equipment is damaged on arrival, firstly, ensure you don't remove the baggage tag from your damaged item.
For us to assess your claim, you'll need to provide all relevant information about the damage, including photographs with the baggage tag still attached.
If you're still at the airport
Proceed to the Baggage Services counter at the airport to lodge a report.
Our team will provide you with a Damaged Property Report reference and pass the report to our Customer Care team to assist you further.
If you've left the airport
Complete our online form as soon as possible, as there are time limits for reporting.
In the form, choose Category 'Baggage - Delayed and Damaged' or 'Damaged Mobility Aid', depending on your item type.
If you need help with filling out the form for your mobility aid, see our Damaged mobility equipment step-by-step guide.
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, Qantas may not be liable.
Claims and reimbursement
For 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.
For 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.
For damaged baggage and mobility equipment
If you're eligible for reimbursement, we'll either repair or replace the damaged item at our discretion – or, if it makes more sense, we might offer you a cash payment instead.
How to request reimbursement
Before you make a claim, ensure you've already submitted a delayed or damaged bag report to us within the relevant reporting time limits.
Get ready
Start your claim
Select your claim category
Add claim information
Once you've submitted your claim, our team will assess it and be in touch with the outcome as soon as we can.
Did you have travel insurance?
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 the 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 items 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 of 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 TSA for information about the inspection or to make a claim.