Here to help

Baggage support

Delayed, missing or damaged baggage? Start with the airport team, then share the details of your journey.

What to do next

Keep your boarding pass, baggage tag and any report given to you at the airport.

01 / At the airport

Speak to the airport team

If you are still at the airport, contact the baggage service desk before leaving. Keep any report reference they provide.

02 / Your details

Tell us what happened

Prepare your flight details, a description of your bag and any baggage tag or airport report reference available.

03 / Follow up

Keep your references handy

Use the same flight and report details when contacting the team. Keep photos of damage and any supporting documents.

Baggage report

The details that help.

Complete the baggage report below. Fields marked with an asterisk are required. Read our privacy policy.

Baggage Report

Report type

Delayed baggage (AHL)

Damaged baggage (DMG)

External report / transferred from another airline

Passenger Information

Title Title

First Name

Middle Name

Last Name

Nationality

City

Primary Phone Number

Temporary Phone Number

P.O.Box

Passport Number

Permanent Address

Temporary Address

Did anyone else travel with you?

Yes

Additional Passengers Information

Title Title

First Name

Middle Name

Last Name

Provide the name on baggage (If different from yours) or any external ID

PNR / booking reference

Enter the booking reference shown on your booking confirmation.

Add Remove

Flight Information

Where did you travel from?

Where did you travel to?

When did you travel?

PNR / booking reference

Enter the booking reference shown on your booking confirmation.

Class

Did your journey include a transit stop?

Yes

Transit flight numbers

Enter the connecting flight numbers in travel order, one per line.

Connecting airlines

Enter the airline for each connecting flight in the same order, one per line.

Transit airport codes

Enter the three-letter airport codes in travel order, one per line.

Baggage Information

Total number of checked bags

Include all checked bags, even those that arrived normally. Describe only the bags affected by this report below.

Where the baggage was last seen?

Bags affected by this report

Bag tag number (if available)

Enter the number exactly as printed on the baggage receipt for this bag.

Brand

Color

Distinctive outside identifier

Photo of this bag

Maximum file size: 5MB

One JPG or PNG photo of this bag, up to 5 MB. Required for damaged baggage (DMG); optional for other reports.

Add Remove

If you are human, leave this field blank.

Contact baggage services

Have your PNR, flight number and any airport report reference ready.

+218 91 224 4214