Handling Lost or Delayed Bags

Understanding Responsibility for Lost or Delayed Bags

Airportr acts as an authorised baggage handling agent in partnership with airlines.
Responsibility for baggage is shared based on the service stage:

• Before airline check-in: Airportr is responsible for your bags once collected.

• After airline check-in: The airline becomes responsible for your bags.

• Bag Delivery on Arrival: Airportr assumes responsibility once your airline releases the baggage to us.

Understanding where your bag is in the handling process helps determine who to contact.

What to Do If Your Bag is Lost Before Check-In

If your bag was collected by Airportr but you have not received confirmation of airline check-in:

• Check your email inbox for updates from Airportr.

• Confirm your scheduled airline check-in time has not passed.

• If no updates are received, initiate an enquiry with Airportr.

You may need to provide:

• Your booking reference number.

• Description of your bag.

• Collection details.

Refer to Contacting Customer Support for assistance.

What to Do If Your Bag is Lost After Check-In

If your bag was successfully checked in by Airportr and accepted by the airline:

• The airline becomes fully responsible for the handling and transport of your bag.

• You should report the missing bag directly to your airline's lost baggage desk immediately upon arrival at your destination airport.

• Obtain a Property Irregularity Report (PIR) from the airline for tracking and insurance purposes.

Airportr is unable to intervene once the bag is under airline control.

What to Do If Your Bag is Delayed on Arrival for Delivery

If you have booked a Bag Delivery on Arrival service and your bag is delayed:

• Airportr will monitor flight arrival data and baggage release timings.

• If the airline delays handing over the bag, Airportr will update you via SMS or email.

• No action is required from you unless specifically instructed.

Once the bag is released, Airportr will reschedule delivery as soon as possible.

Reporting a Lost or Delayed Bag to Airportr

If you believe Airportr is responsible for the lost or delayed bag:

1. Visit the Airportr Help Centre.

2. Click the Help button at the bottom of the page.

3. Provide all requested information including booking reference, flight details, and a full description of your bag.

An investigation will be initiated immediately.

Response timelines:

• Initial acknowledgement: Within a few hours.

• Investigation outcomes: Typically within 48–72 hours.

Compensation and Claims for Lost or Delayed Bags

Depending on the circumstances:

• If Airportr is responsible for the loss, compensation will be assessed in accordance with our terms and conditions.

• Proof of bag contents and original purchase receipts may be requested.

• Compensation may not exceed specific liability limits detailed in the service agreement.

Claims related to airline mishandling must be pursued directly with your airline under their conditions of carriage.

Preventing Issues with Your Bags

To help avoid issues:

• Label your bags clearly with your name, flight number, and destination address.

• Do not pack valuables, important documents, or fragile items.

• Keep a photo record of your bags and their contents before handing them over.

• Ensure your booking information (flight number, name, and timings) is correct at the time of booking.

Contacting Customer Support

If you require assistance:

• Visit the Airportr Help Centre

• Click the Help button at the bottom of our website.
  Our virtual assistant will guide you and connect you to a human if needed. Customer support is available seven days a week to assist with any queries or concerns.