Delayed, lost and damaged baggage

Reporting baggage problems

We know how distressing a delayed or damaged bag can be and will do everything in our power to ensure it doesn’t spoil your trip. We return most missing bags to their owners within 72 hours.

Have you received a text message or email from us?

If we know your bag has missed its flight, we’ll send you an email or text message with a missing baggage report number which you can use to track the status of your missing bag.

If you have received one of these notifications, please check your contact details and tell us where to forward your bag:

Check and update your missing baggage report

Missing baggage report number

When you report a problem we’ll give you a missing baggage report number which is a series of five letters and five numbers such as JFKBA12345. This is different to the baggage receipt you were given when checking your bags in. Use this reference to check the status of your bag online and provide us with additional information.

My bag is delayed

If you are still at the airport – our hosts are on hand to help you.

You can report this through our baggage portal and give us your preferred delivery address. Our hosts will assist you with this. 

If you have already left the airport 

You should use our baggage portal to give us your preferred delivery address.

If you have any problems creating a report, please contact us.

Bags should be reported within 8 days of your flight, before you leave the airport it is essential that you complete a customs declaration and leave it with our team. Without this being fully completed we can't enter the bag into your destination country (not needed for UK&I domestic flights or internal South Africa flights)

My flight is disrupted

If you are leaving the airport due to your flight not operating and we are unable to return bags to you in the airport, please use the baggage portal and we will send your baggage to you.

Bags should be reported within 8 days of your flight, before you leave the airport it is essential that you complete a customs declaration and leave it with our team. Without this being fully completed we can't enter the bag into your destination country (not needed for UK&I domestic flights or internal South Africa flights)

Baggage portal

Report damage to a bag or contents

Including damaged checked baggage and/or missing contents from checked baggage.

  • If you are still at the airport – please report your problem to a member of staff before you leave.
  • If you have already left the airport – please report and claim on the link below.

You must report any damage to checked baggage and/or loss of contents within seven days of receiving your bag.

You should also keep your damaged baggage item as it may be needed to verify and complete your claim.

Report and claim

Check and update your delayed baggage report

If you have already reported your delayed bag and have a delayed baggage report number, you can log into our baggage tracing system to:

  • Check the status of your delayed bag
  • Provide additional details to help us identify your bag
  • Update your contact details and forwarding address
Check and update your delayed baggage report

Missing baggage report number

When you report a problem we’ll give you a missing baggage report number which is a series of five letters and five numbers such as JFKBA12345. This is different to the baggage receipt you were given when checking your bags in. Use this reference to check the status of your bag online and provide us with additional information.

Retrieving your bag

In most cases, as soon as we find your bag we will return it to you for free to any address you choose. 

Clearing customs

To get your bag you won't have to fill in a custom's declaration form if:

  • Your flight was cancelled and you didn't travel
  • Your journey was entirely within the UK 
  • Your journey was or between the UK and an EU country

Arriving from outside the UK or EU

If your journey to the UK/EU originated from outside of the UK/EU, you may be required to complete a local customs declaration form before we can return your bag. If you were asked to do this before leaving the airport, you do not need to take any further action.

Within your custom limits arriving from outside the UK/EU - you must complete and return the following form to enable us to clear your bag through customs and return it to you, otherwise your bags may be delayed at customs. Please include your missing baggage report number on the form.

Clearance of Missing or Delayed Baggage form

Over your custom limits arriving from outside the UK/EU - you will need to declare your goods through the RED channel at the airport in person. We will contact you when we have located your bags so that you can do this. We cannot do this on your behalf. Check what you are allowed to bring into the UK.

If you travelled from one country to another not in the EU, via the UK/EU, each country has its own customs rules and requirements. Please contact us to check what action you need to take.

In a few countries, local laws prevent us from forwarding your bag to you in any circumstances and you will need to collect it from the airport, but we’ll tell you if this is the case.

Claims and compensation

If you have experienced a delayed bag or damage to your baggage or contents, you may be entitled to make a claim.

Find out more about what you can claim and how