Baggage Services
If you have already logged a report for a missing bag and if you have a WorldTracer file number, you can track the progress of your report via the WorldTracer website.
Delayed or Missing Baggage
If your baggage is not available for collection on arrival, we encourage you to lodge a report to Baggage Services or to a local representative before you leave the airport. If you are unable to make a report before you leave the airport, refer to the Time Limits.
- A report will be filed and we will investigate why your baggage did not arrive.
- You will need to provide an accurate description of your baggage and in some cases, we may ask you to describe the contents. This will enable us to locate your baggage more quickly.
- We will provide you with a reference number, which will enable you to track the progress of your report on the WorldTracer, website. It should also be quoted in any follow up communication you may have with us regarding your delayed baggage.
- We search for your baggage using WorldTracer, a computerised tracing system used by more than 400 airlines worldwide. Once your bag has been located and sent to us, we will contact you as soon as possible to arrange delivery.
- Please retain your e-ticket documents or paper airline ticket along with your baggage receipts.
Most delayed baggage is located and returned to you within 48 hours. However, please be aware that at International ports, once we receive your baggage, it must then go through local quarantine and customs processes. At some ports, this can take many hours. We will do all possible to facilitate this process, so that you are reunited with your baggage as quickly as possible.
Contact us
If you have questions about your report beyond the information available at WorldTracer, contact Baggage Services, or send us an email via the WorldTracer website.
Still missing after seven days
If your baggage has not been located within seven days, a claim form will be sent to you. It is important that you complete the claim form with full details of your missing baggage and its contents, and return it to us as soon as you can. We will then initiate a second-level search and if your baggage has not been located within 21 days of your travel date, we will begin a claim process.
Assistance in the event baggage is not found
An airline's liability for missing or damaged baggage is limited. Further details of the limitations and any applicable basis for calculation are set out in your airline ticket and Terms and Conditions of Carriage.
Damaged Baggage
You are encouraged to lodge a report of any damage to your baggage to Baggage Services or to a local Qantas representative before you leave the airport. If you are unable to make a report before you leave the airport, refer to the Time Limits.
You will need your e-ticket documentation or paper airline ticket, baggage receipt and your damaged baggage.
Note:
- Except to the extent required by law, Qantas is not liable for fragile, perishable or valuable items.
- Qantas is not liable for minor damage caused to baggage due to normal wear and tear, including scratches and dents or damage to straps, hooks or other external features attached to the baggage.
- In the United States, the Transportation Security Administration (TSA) regularly performs baggage inspections. Any locks or other fastening devices used on your baggage may be removed. If the TSA has inspected your baggage, written notification will be placed inside the baggage. If, on receipt of your baggage, you locate some notification from the TSA inside, you may contact the TSA about the inspection on +1 866 289 9673 or email TSA-ContactCentre@dhs.gov.
If you wish to contact us regarding damage to a bag, contact Baggage Services.
Items Left Onboard
While Qantas cannot take responsibility for any items you may have left on board a Qantas aircraft, you can make inquiries with your nearest Found Property office.
Time Limits
Domestic Carriage (no international sectors on the itinerary)
Any claim for loss of, or damage to baggage must be made in writing to Qantas within the following timeframes:
- Three days in the case of damage to or loss or destruction of part only of an item of checked baggage or cabin baggage, after date of receipt of remainder of the item.
- 21 days in the case of loss or destruction of the whole of an item of checked baggage from the date that the baggage should have been placed at your disposal.
International Carriage
Any claim for damage to or delay of baggage must be made in writing to us within the following timeframes:
- In the case of damage to your baggage, as soon as you discover the damage after you have received the baggage, and at the latest within seven days.
- In the case of delay, within 21 days from when the baggage has been made available to you.
