What to Do If an Airline Mishandles Your Luggage

Are you one of those travelers who fear losing their baggage or having something go wrong with their luggage? Just imagine: you're standing by the carousel, watching bag after bag go by… and yours is nowhere to be found. Or worse, you finally spot it, only to see it broken.

That’s unacceptable. Losing your luggage (or finding it broken) is one of the worst ways to start—or end—a trip. But don’t worry! If your airline ever mishandles your precious belongings, there are things you can do. 

Here's everything you need to #KnowBeforeYouGo, so you can survive any kind of luggage horror story in case it happens to you.

Photo by @briggsandriley 


Scenario: Your luggage or the contents of your luggage are broken

Photo by @worldtravellerglobal

What to do:

  1. Don’t leave the airport yet!
    Head straight to the airline's baggage service desk (usually near the baggage claim area) and report the damage right away. Bring your bag and show them the issue.

  2. File a Property Irregularity Report (PIR)
    This is an incident report that you’ll need to claim any possible compensation or repair. Make sure to keep a copy!

  3. Document everything
    Take clear photos of the damage, including the baggage tag and flight details. If items inside your bag are broken or missing, list them down with estimated costs.

  4. Let the airport staff assess your luggage
    If the damage exceeds the normal wear & tear, some airlines may offer to repair your bag, replace it, or give travel vouchers/cash, depending on the extent of the damage and their policy.

  5. Be persistent but polite
    It pays to email or call regularly for updates kindly, especially if your claim is taking a while. 


Scenario: Your luggage is delayed or did not arrive at the same time you landed

Photo by @delseyparis 

What to do: 

  1. Stay calm—but act fast
    Head to the baggage claim service desk and report your missing bag. 

  2. Get your flight and luggage information ready
    Provide your baggage tag, booking number, and flight info. It will also help if you can give them a description of your bag (color, brand, or any personalized accessory you added for easier identification).

  3. File a PIR
    You need to file this report, just like if your luggage got damaged. Don't leave without a PIR number!

  4. Ask about compensation
    Airlines like Cebu Pacific, for example, provide compensation amounting to PHP 2,000 for every 24 hours of delay. 

  5. Ask the airport staff for a contact person
    If you need to leave the airport, make sure to ask for a mobile number or e-mail address you can get in touch with for updates about your luggage. Some airlines though like Philippine Airlines and Singapore Airlines allow online tracking through their own Baggage Issue Reporting Portal. 

If your baggage is found, it’s usually delivered within 24 hours to your local address.
Most delayed bags do show up within a few hours. The airline should deliver it straight to your hotel or address—no need to return to the airport.


Scenario 3: The airline lost your luggage 

Photo by Drew Taylor on Unsplash

What to do:

  1. Contact the airline and file a Baggage Claim Form
    Your luggage will officially be declared missing if it’s not found within 7 calendar days for domestic travel, and 14 for international travel. In this situation, you’ll need to file a Baggage Claim Form.

  2. Prepare your documents
    For easier claim processing, it’s better to get ahead and gather the documents needed. AirAsia, for example, will ask you to prepare the following: 

  • Copy of guest passport / ID

  • Copy of guest bank book / statement

  • SWIFT/BCB/IBN code (for international transaction)

  • An authorisation letter for 3rd party account (if necessary)

  • Copy of 3rd party passport / ID (if necessary)

These are crucial for validating your claim. You should be contacted by the airline’s dedicated luggage team for the next steps.

  1. Check your travel insurance
    If you have travel insurance, that’s great news! Check your benefits and file a separate claim. Your provider might give you better compensation for lost luggage than the airline itself.


Additional Tips for Peace of Mind

  • If you bought your luggage from The Travel Club, you are entitled to: 

    • Use The Travel Club Receipt Portal. Digitally save your in-store and/or online receipts so you can conveniently claim warranties if needed. Know more details at https://thetravelclub.ph/pages/receipt-storage 

    • Get after-sales support. If the airline isn’t liable for the damage to your bag, you may contact The Travel Club’s after-sales team to have your luggage serviced at their Repair Hub. You just need to sign up at https://thetravelclub.ph/pages/aftersales-inquiry and provide the details of your concern

  • Always label your bags clearly with your name, address, and contact details.

  • Take a photo of your luggage before your trip. It helps when describing it to airline staff.

  • Pack essentials in your carry-on—meds, documents, chargers, underwear (you know the drill).

  • Don’t leave without travel insurance—especially for international trips and long layovers.

  • Know your rights as a passenger. The Air Passenger Bill of Rights outlines the obligations of the airlines, during flight delays, cancellations, and luggage mismanagement. 


So, before you zip up that suitcase and head off to your next adventure, take a few minutes to learn your rights, prep your essentials, and read up on airline policies. Because when it comes to travel scenarios like these, it really pays to #KnowBeforeYouGo.

 

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