Mishandled, lost or missing baggage
Below you'll find our recommendations for a speedy resolution.
If your checked baggage didn't arrive
We're very sorry for the inconvenience. Please be reassured that our teams are working behind the scenes to reunite you with your bags. You can expect regular contact from us until we solve the problem.
If your bags were checked through for multiple flights and your final airline operator wasn't Air New Zealand, you'll need to contact the airline that operated your final flight.
Reporting a delayed or missing bag
Please complete and submit a delayed baggage report. Before you start the online process, you'll need the following information:
- Your flight details
- Baggage tag numbers or bag tag receipts
- Your contact details (including an email address you can easily access)
Report delayed or missing baggage.
Based on the contact details you provide, we will contact you as soon as your baggage is located and, subject to customs and quarantine regulations, arrange for your baggage to be returned to you.
You may also elect to receive daily updates via SMS and/or email. Please ensure you provide the correct contact details including a valid mobile phone and/or email address. If your contact and/or delivery details have changed, please update your delayed baggage report.
Manage, view and update existing delayed baggage report
Using your report reference number, you can check the status of your baggage 24/7 with the online baggage tracing service.
When your baggage is found
We'll let you know as soon as your delayed baggage has arrived in Customs or at the baggage services office. Depending on where you are in relation to your found bagage, you may find it easier to collect the baggage from the airport rather than for us to arrange to get it to you.
Help we can offer while you're waiting for your bags
If your baggage isn't returned to you within 24 hours and you are away from your home town, you may be entitled to emergency expenses. For details, contact the relevant baggage services office or online baggage tracing service. If you have travel insurance, check your policy benefits.
What happens after five days
If your bag has not been found after five days, please provide us with any extra details you may remember and submit a claim. If your baggage is not located within 21 days, we will process the claim while continuing to search.
You should also contact your travel insurer. Air New Zealand's liability for lost baggage is limited by international conventions and the Carriage of Goods Act. Read our conditions of carriage.
Reporting damaged baggage
If you wish to make a claim for damaged baggage you will need to provide proof of the damage within a timely manner.
If you've collected your baggage from the baggage carousel and something is not quite right, please complete and submit a damaged baggage report.
You will need:
- Your flight details
- Details about your baggage
- Your contact details (including an email address you can easily access)
To assess your claim, we will ask for photographs of the damaged item. Baggage tags should not be removed as they are required for a damaged bag claim.
You can also report your damaged baggage by visiting the baggage services office at your arrival airport.
Your claim will be assessed and processed according to the applicable liability limitations. For further information, please see our conditions of carriage.
If you need to add any details, you can update your damaged baggage report online.
Time limits for reporting/claiming on delayed, lost or damaged checked baggage
You must report delayed or damaged checked baggage within these time limits:
Domestic (no international connections)
- In the case of damage to your checked baggage, as soon as you discover the damage after you have received the baggage, and at the latest within 30 days after you have received.
- In the case of delayed or lost checked baggage, within 30 days from when the checked baggage should have been available to collect.
International
- In the case of damage to your checked baggage, as soon as you discover the damage after you have received the baggage, and at the latest within 7 days after you have received.
- In the case of delayed or lost checked baggage, within 21 days from when the checked baggage should have been available to collect.
Read our conditions of carriage.
Lost property
If you leave something on the plane or in the airline lounge
If you left an item in one of our lounges or on board our aircraft, complete our online lost property report.
We'll make every effort to find your property. If required, a letter can be provided to support an insurance claim. Found items are held for one month. You'll need to confirm ownership and provide photo ID when you collect a lost item.
Once we've found your item, we will be in contact with instructions on how you can retrieve it.
If you leave something at the airport
If you left an item at a gate or check-in or somewhere else in at the airport, please contact the relevant airport company.