We’re very sorry for the inconvenience. Please be reassured that nearly all mishandled bags are returned to their owners quickly. You can expect daily contact from us until we solve the problem.
To speed up luggage return, here’s what you can do:
We will contact you as soon as your baggage is located and, subject to customs and quarantine regulations, deliver it to the address specified.
You may also elect to receive daily updates via SMS and/or email. Please ensure baggage services staff are updated with your correct contact details including a valid mobile phone and/or email address. If your contact and/or delivery details have changed, please advise the relevant baggage services office or online baggage tracing service.
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.
If your bag has not been found after seven days, please complete the claim form provided to you on arrival. Alternatively you can download the claim form and email it to your nearest Air New Zealand baggage services office. 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.
Please report the damage to your nearest baggage services office by email within seven days. We will assess your claim and either provide a replacement bag of the same value (less depreciation) or process your claim according to the applicable liability limitations. Read our conditions of carriage.
You must report delayed or damaged checked baggage in writing within the time limits below.
Read our conditions of carriage.
Sometimes passengers leave personal property behind on the aircraft, airline lounge or airport.
Here are our recommendations for a speedy resolution.
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.
We’ll try to find and return your property as quickly as possible.
If you left an item at a gate or check-in or somewhere else in at the airport, please contact the relevant airport company.