Here’s how to avoid forgetting where you’ve placed your passport, plus how to keep it safe while travelling and what to do if it is stolen.
Travel
What happens with lost or stolen luggage at the airport?
Travelling should be a fun, exciting time - but having your luggage lost, delayed, damaged or stolen can be distressing.
When travelling, it can be worthwhile to keep any valuables in your carry-on luggage to help prevent loss. Your passport, credit and debit cards, medications and smartphone are all particularly important to keep on your person to avoid potential fraud or identity theft.
Here's how to deal with common luggage problems when travelling domestically or internationally. While terms like 'airports' and 'airlines' are used in this article, this information also applies to other modes of travel, including train, coach, bus and cruise ship.
How to deal with common luggage problems
What to do if your luggage is lost or delayed
Try not to panic
If you're at an airport, keep in mind that bags are offloaded from planes in waves, so give the baggage carousel some extra time to supply your luggage. You should also check the other carousels in the baggage collection area in case of an incorrect diversion.
Some airlines have a tracking feature where you can input your baggage information to check where your luggage was last reported.
Visit the baggage services counter
If your luggage is well and truly missing, locate the baggage services counter.
Most major airports, train stations and other transport companies will have one - if not, phone the company's baggage department and follow these same steps. Smaller airports usually have one counter for multiple airlines, while larger airports may have each airline operating its own baggage services counter. If you took connecting flights, go to the final flight's airline.
File a mishandled luggage claim
Explain your situation to the baggage services counter staff. They will help you file a claim for 'mishandled' (lost or delayed) luggage. Describe your luggage as accurately and fully as possible, thinking about size, colour, brand, and other identifying features. You will also likely be asked for your baggage tag that you received when checking your luggage before your flight.
The staff should take down your contact information and issue you a case reference number. Note the desk's phone number too, so you can stay in contact while your luggage is being searched for.
Don't forget to ask whether the airline will provide any compensation for your lost or delayed luggage. Many airlines have specific policies, such as providing monetary compensation or giving affected travellers essential items (e.g. toiletries) over the counter.
Make sure to get a written report from the airport and/or airline as confirmation of your luggage claim. Ask them to include in the report what compensation, if any, they will provide to you for the delay of your luggage.
If your luggage is delayed, choose how to receive your bags
Many 'lost' bags are simply delayed due to airlines putting luggage on the wrong flight and ending up at the wrong destination. If the airline is able to locate your luggage, they will send it on to you on the next flight.
You can choose to wait at the airport to receive your bags or have them sent to your local address. The airport will provide you will the appropriate delayed luggage forms to fill out so that they can get your luggage to you.
Lodge a travel insurance claim
Travel insurance can help reimburse you for reasonable repair or replacement costs of your lost luggage. Read your policy documents carefully to understand policy limits and exclusions. For example, currency and cash may not be covered if packed in your suitcase. Valuables, such as jewellery or computers, left unattended (including packed in your checked baggage) also may not be covered.
Travel insurance may also help cover the costs of essential clothing and personal items (i.e. toiletries, underwear, socks, and a change of clothes and/or shoes) you need to purchase during your trip because your luggage was delayed. Keep all receipts for potential reimbursement.
Keep in mind that you will need to provide proof of ownership along with the written report from police and/or travel operator.
Search other baggage carousels first before filing a lost luggage report. Image: Getty
What to do if your luggage is damaged
If your luggage is damaged by an airline or hotel (or any other transport or accommodation operator), report the incident to an appropriate official immediately. Get a written report from the official and ask them to include any compensation or settlement offer they may provide.
Don't throw your damaged luggage away: you may need it as proof when lodging your claim. If the item is too large or difficult to transport home, contact your travel insurance provider and ask if you can take clear, date-stamped photos of the item as proof of its damage.
Next, obtain a repair report or invoice that details the damage to your luggage and how much it would cost to fix.
Finally, lodge a claim for the damaged luggage. Travel insurance cover is not provided if your luggage damage can be claimed through your transport service provider, so always check with them first.
If your luggage damage can't be claimed through your transport service provider, lodge a claim with your travel insurance provider. You will need to provide proof of ownership (e.g. receipt, bank statement or valuation certificate), proof of damage, the repair report or invoice, and the claim paperwork from your transport provider.
Before you leave, take photos of luggage items and even create a detailed list of what you have packed - this may help you list items you have lost.
Consider keeping your valuables in your carry-on rather than your checked luggage.
What to do if your luggage is stolen
If you believe that your luggage has been stolen, report the theft to local police immediately. Make sure to obtain a written report of the incident from the police.
You should also report the theft to the relevant authority where your luggage was stolen from. For example, report your stolen luggage to the airport, airline or hotel where your luggage went missing. Ask them for a written report as confirmation.
You should then file a claim with your travel insurance provider. Keep all relevant documents, such as your baggage tag, proof of ownership and police report, on hand to support your claim.
Note that travel insurance may not cover luggage if you leave it unattended. In addition, make sure to check policy limits that apply if you leave luggage in a vehicle overnight. There may be exclusions or lower limits in this case.
The information provided is general advice only. Before making any decisions please consider your own circumstances and the Product Disclosure Statement and Target Market Determinations. For copies, visit racv.com.au. RACV Travel Insurance issued by Tokio Marine & Nichido Fire Insurance Co., Ltd ABN 80 000 438 291 AFSL 246 548. Terms & conditions apply, refer to the PDS. Royal Automobile Club of Victoria (RACV) Ltd AR 001243563 is an authorised representative of the issuer and receives commission for each policy sold or renewed.
