We take delayed baggage seriously

We have baggage services staff at every airport we fly into. If our staff are not present by the baggage belt, you’ll find them at a service desk within the baggage hall area.

We belong to the global baggage tracing network, WorldTracer, linking us to the baggage offices of more than 2,200 airports. This helps us locate your baggage and get it back to you as quickly as possible.

How to report delayed baggage to our baggage hall staff

Before you leave the airport, it is essential that you speak to the staff in the baggage hall, where you will need to file a report (sometimes called a Property Irregularity Report or PIR). They will ask you to give a very accurate description of your bag including any distinguishing features such as size, colour, labels, stickers or decorations, material, and even scratch marks. Our staff will give you a 10-character reference number.

Once the report is filed with us we take all reasonable measures to locate your property and minimise the inconvenience caused.

It’s always worth having a picture of your luggage on your phone, just in case.

Monitor our progress in tracking down your bag

To monitor our tracing progress, get in touch with our baggage services staff at the airport where you reported your delayed bag, or our central baggage tracing department in the UK.

Alternatively you can login to our baggage tracing page to check online. You’ll need the 10-character reference number we give you when you report the delay.

Contact numbers for our baggage tracing services

The following numbers are listed by the country you are calling from:

UK 0344 209 7304
USA and Caribbean 1 800 880 6253
Hong Kong 852 236 23450
China 86 21 68339150
South Africa 11 340 3593
New Delhi, India 009111 4963 9015
Mexico 00 44 344 209 7304
Nigeria 01 461 2733
Dubai, United Arab Emirates 971 4 406 0605

What happens when we've found your baggage?

As soon as we locate your baggage, we’ll arrange for it to be delivered to you.

Most delayed bags travel on our next flight. Once your bag arrives at its final destination, in most destinations, we will return it within 24 hours of its arrival, at no cost to you*. We are unable to deliver delayed baggage to addresses in Lagos or Accra, due to customs regulations, so unfortunately you will need to collect it from the airport yourself.

What happens if we can't find your baggage?

If we’re unable to locate your bag within 21 days of your reporting its delay to our airport staff, we will declare it ‘irretrievably lost’. We are very sorry if this has happened to you.

If you don't have travel insurance and you need to make a claim, take a look at our making a baggage claim page.

Buy essential items when your baggage is delayed

If you are not a resident of the country you have arrived in, we will promise to reimburse you for the reasonable receipted costs you incur when buying essential overnight items such as toiletries, nightwear etc.

Find out more about making a claim on the Buy essential items when baggage is delayed page.

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