Lost luggage is a huge inconvenience to any trip but there are a few steps you can take to make the process less frustrating – some of which the airlines don't always tell you about.
What do I do if an airline loses my luggage?
Lodge a Property Irregularity Report (PIR)
If your luggage hasn't appeared on the luggage carousel, head to the baggage claim office and lodge a Property Irregularity Report (PIR) with the airline carrier from your final flight (for example, even if you flown with multiple airlines and suspect it may have been lost earlier).
Provide a description of your luggage
This should include what your bag looks like (colour, brand and any identifying marks), your airline and flight information (including any connecting flights) and details about where you're staying and for how long.
Keep hold of the Property Irregularity Report (PIR) reference number
This is a unique code that helps them trace your delayed or damaged baggage. It's typically above your name on the PIR receipt. You can use this number to check the status of your baggage.
Ask for compensation
Because you may be entitled to a cash payment to cover essentials such as toiletries, transport and accommodation. Airlines don't typically publicise whether they offer compensation or not, so be sure to ask when you lodge the report.
Make a report even if the airline tells you your luggage is on the next flight. This way you'll have written proof in case something else goes wrong.
Am I entitled to compensation for lost luggage?
Lost checked baggage is treated as delayed by the airline for the first 21 days. In that time, it is the airline's responsibility to locate it and deliver it to you. If the airline can't locate it in that time, you'll receive compensation for your loss.
You could be compensated up to a maximum of $3,000 for checked baggage and $300 for unchecked baggage (according to the Australian Civil Aviation (Carriers' Liability) Act).
International travel
Airlines are governed by two international treaties: the Warsaw Convention of 1929 and the Montreal Convention of 1999. The amount you are entitled to will depend on the airline. Where the Montreal Convention applies, airlines are liable for up to approximately $1,735 (e.g. 1,131 Special Drawing Rights (SDRs) per passenger, a form of international money created by the International Monetary Fund). That's the total amount you could receive for both checked and carry-on baggage. Under the Warsaw Convention for international travel, airlines are liable for up to approximately $600 for your carry-on baggage and around the equivalent of $30 for each kilo of your checked baggage.
Finder survey: What concerns Australians most about travelling?
Response
Female
Male
Losing luggage/belongings
50.85%
41.43%
Source: Finder survey by Pure Profile of 1112 Australians, December 2023
Does travel insurance cover lost luggage?
Yes. Airlines tend to only cover what is legally expected of them which often isn't enough to fully cover you. If there's a shortfall between what the airline pays you and your belonging's worth, you can lodge a travel insurance claim for the difference.
"After a long haul flight from Canada to Sydney I was the last person waiting at the carousel for my luggage. Unfortunately, after waiting, I received a notice from the airline that my bag did not make it onto my connecting flight. I went to the desk, lodged a report and was told they'd investigate it. Fortunately, I'm covered for lost luggage via my credit card travel insurance, so even though it's a major inconvenience at least I know I should have some kind of compensation. The airline seems to think they've located my bag and I'm hopeful it will still make its way to me but I've had to replace multiple items while waiting. I'm really glad for my insurance right now!"
Justin Emanoilidis
Traveller
If you're travelling with expensive items like a laptop, jewellery or camera, you need to make sure your coverage limits are high enough to fully reimburse you if they're lost with your luggage. Alternatively, you can take out individual cover for each item.
Travel insurance can also cover luggage delays. If your bags don't turn up within 12 hours of your arrival, you can typically make a claim for delayed luggage. This helps cover the cost of essentials that you had to buy including clothes and toiletries.
Travel mishaps are common
Almost 1 in 3 Australians, equivalent to 3.5 million people, suffered a travel mishap while abroad in the past 12 months, according to a July 2023 Finder survey. The research shows 14% endured travel delays, while 8% lost personal items. Travel insurance can reimburse you for this and more.
Our expert says
"These are my key tips:
Photograph your luggage before checking it in. Lost luggage forms always ask for a description.
Match coverage limits for lost luggage to your kind of trip to save money. A weekend on the Gold Coast doesn't need the same level of cover as a round-the-world extravaganza.
Keep valuables in carry-on - and remember, that includes your house keys. (Been there, got that wrong!)"
Get covered for your luggage with travel insurance
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Lost luggage FAQs
Airlines usually give themselves a maximum of 90-days to find the owner of lost luggage before auctioning it off or donating the contents to charity.
If your luggage is lost, head to the baggage claim office and lodge a Property Irregularity Report (PIR). They'll give you a reference number and you may be entitled to some compensation from the airline.
The maximum amount you can receive for lost luggage in Australia is $3,000. If there's a shortfall between what the airline pays you and your belonging's worth, you can lodge a travel insurance claim for the difference.
Most airlines will give you a tracking number that allows you to check on the status of your lost luggage. Some passengers choose to take matters into their own hands and put a tracking device inside their luggage just in case it is misplaced.
Yes. Most airlines will organise a courier to deliver your luggage to your accommodation.
Gary Ross Hunter was an editor at Finder, specialising in insurance. He’s been writing about life, travel, home, car, pet and health insurance for over 6 years and regularly appears as an insurance expert in publications including The Sydney Morning Herald, The Guardian and news.com.au. Gary holds a Kaplan Tier 2 General Advice General Insurance certification which meets the requirements of ASIC Regulatory Guide 146 (RG146). See full bio
Gary Ross's expertise
Gary Ross has written 648 Finder guides across topics including:
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