Track Delayed, Lost, or Damaged Baggage
Overview
Most baggage arrives at its destination without issue, but occasionally a bag is delayed, misrouted, damaged, or missing items. We operate a global baggage tracing network and a standardised claims process to reunite you with your belongings as quickly as possible. This guide explains how to report an issue, how to track progress in real time, typical resolution timelines, and your entitlements under international conventions.
Immediate Steps at the Airport
If your baggage does not arrive on the belt or you see damage when collecting it, take these steps before leaving the arrivals area:
- Visit the Baggage Service Desk -Located in the arrivals hall at Narita International Airport (NRT) / Haneda Airport (HND) and every airport we serve. File a Property Irregularity Report (PIR) before you leave the airport.
- Keep all travel documents -Your baggage tag receipt, boarding pass, and booking reference are essential for the trace.
- Describe your bag accurately -Brand, colour, size, distinguishing features, and contents all help the trace team.
- Record the PIR file reference -This 10-character code is how you will track progress online or by phone.
How to Track Your Bag
Once your PIR is filed, you can check progress through any of these channels:
- Baggage Tracker on our website -Enter your PIR file reference and last name for a live status update.
- Mobile App -The Baggage tab shows progress, delivery address on file, and estimated arrival time.
- SMS and email updates -Automatic notifications are sent at each key stage, including located, in transit, and out for delivery.
- Phone -Our baggage support line is available during 24/7 operations for case-specific questions.
Typical Timelines
- Delayed bags -Most delayed bags are located within 24 hours and delivered within 48 hours to the address you provide.
- Misrouted bags -Bags sent to the wrong airport are usually returned on the next available flight, typically within 24 to 72 hours.
- Declared lost -If your bag has not been found after 21 days, it is formally declared lost and a compensation claim can be opened.
- Damage and missing items -Claims for damage or missing contents must be reported within 7 days of receipt of the bag.
Claims and Compensation
Compensation for delayed, lost, or damaged baggage follows international rules:
- Liability for checked baggage on international journeys is governed by Montreal Convention, which sets a maximum amount per passenger.
- Reasonable interim expenses incurred during a delay, such as toiletries and essential clothing, are reimbursable on submission of receipts.
- Items declared in advance at check-in and covered by a special declaration of value are treated separately, subject to the declared value fee.
- Claims are lodged via the online claim form, by email, or in person at any of our service desks.
Frequently Asked Questions
Q: Do I need to file the PIR at the airport, or can I do it later?
For international journeys, you should file the PIR before leaving the airport to preserve your full rights under Montreal Convention. If you cannot, contact us as soon as possible and we will assist.
Q: My bag contains medication or valuables. Is it handled differently?
Medication, valuables, and high-value electronics should always be carried in the cabin when possible. If they are in a delayed or lost bag, tell our trace team immediately so the case can be prioritised.
Q: Will my bag be delivered to my home or hotel?
Yes. Once located, bags are delivered by our courier network to the address you provide on the PIR at no cost to you.
Q: How long do I have to submit a damage claim?
Damage must be reported within 7 days of receipt. Missing contents must also be reported within 7 days. Delayed-bag claims must be submitted within 21 days of the bag being made available to you.
Important Information
Passenger rights and our liability obligations are protected under JCAB passenger protection guidelines and enforced by Japan Civil Aviation Bureau (JCAB). International liability limits are set by Montreal Convention.
Need Help?
Our baggage support team is available during 24/7 operations. For in-person assistance, visit the baggage service desk at Narita International Airport (NRT) / Haneda Airport (HND).