If you've selected our Arrivals service and when we come to collect your bags at the airport we can't find them on the carousel, this means they have been mishandled by your airline and may not have made the flight.
We use the bag tag information you provided to identify which bags belong to you so we can get them delivered. If we can't locate them this way, we will do a manual scan. If this happens, we'll notify you straight away. You'll then need to complete a lost bag report, so the airline can locate your bags.
Whilst very unfortunate, this is an airline issue as we haven't had yet handled your bags and we're unable to assist.
Use the contact points below to reach out to your airline and raise a missing bag report. We recommend doing this before you leave the airport.
What happens if another passenger mistakes my bag for theirs?
We always recommend making your bags unique and easily identifiable to avoid another passenger mistaking your bag for their own. Whilst we use specific IATA tag information to identify your luggage, other passengers collecting their bags are just visually scanning. If we cannot find your bags, we'll notify you as soon as possible.
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