This page has compiled some of the most frequently asked questions on the topic of Mishandled Baggage when flying with AirAsia and AirAsia X.
If you have a checked baggage missing, please approach one of AirAsia friendly guest service officers immediately.
The AirAsia Baggage Inquiries (International) office is located just next to the baggage reclaim area for your convenience.
You will need to provide your baggage tag that was given to you at the time of check-in to enable AirAsia to track your baggage through AirAsia Baggage Tracing System.
Mishandled / Lost baggage
For mishandled / lost baggage, your baggage tag that was given to you at the time of check-in to enable AirAsia to track your baggage through AirAsia Baggage Tracing System is needed for further actions.
You will be given a Property Irregularity Report (PIR) number to check the status of your baggage online and get updated regularly during the tracing period.
Your baggage will be declared missing after a period of 7 days for Domestic travel, and 14 days for International travel, from the date of the PIR. In this situation, you will need to prepare the following documents:
- Copy of guest passport / ID
- Copy of guest bank book / statement
- SWIFT/BCB/IBN code (for international transaction)
- An authorization letter for 3rd party account (if necessary)
- Copy of 3rd party passport / ID (if necessary)
Guests will be contacted by AirAsia Central Baggage Tracing Office staff for further action.
The following telephone numbers are for missing baggage enquiries only. No other enquiries will be dealt with at these numbers:
| Kuala Lumpur Central Baggage Tracing Office | +603 8777 6604 |
| Bangkok Central Baggage Tracing Office | +662 134 3511 |
| Jakarta Central Baggage Tracing Office | +621 5591 6126 |
Alternatively, you can fill up AirAsia e-form by selecting "Baggage" at the "Type" field.
Please note that AirAsia does not accept any responsibility for personal belongings misplaced or lost on board the aircraft or in the airport terminal. All items carried by you are solely at your own risk.
Any items found on board will be forwarded to the lost property offices at the respective airports. Any items found at the airport terminal will be handed over to the airport authorities.
At the klia2’s Baggage Reclaim area near the Arrival Hall, you can find the Baggage Enquiry office. For prompt assistance, please approach the officer in charge at the office with regards to your missing or delayed luggage.
Delayed baggage
Delayed baggage means your baggage was not loaded onto the flight you just took. The reason why your baggage was not loaded onto the flight is usually due to safety or technical considerations.
As soon as baggage stops coming through the carousel, you should immediately approach one of AirAsia friendly guest service officers. Please provide baggage tag that was given to you at the time of check-in to enable AirAsia to track your baggage through the Baggage Tracing System.
After completing a form with AirAsia staff you will be given a Property Irregularity Report number (PIR) which you can use to check the status of your missing baggage via Manage My Booking.
If your baggage is found, AirAsia will make the necessary arrangements to deliver it to your local address provided in the PIR form as and when it arrives. Arrangements will also be made to assist you should items of baggage arrive damaged.
If you wish to file a claim or an action regarding delay of checked baggage, you must notify AirAsia within twenty-one (21) days from the date the baggage has been placed at your disposal.
At the klia2’s Baggage Reclaim area near the Arrival Hall, you can find the Baggage Enquiry office.
For assistance on your missing or delayed luggage, please approach the officer in charge at the office.
Damaged baggage
If your baggage is damaged, you should immediately approach one of AirAsia friendly guest service officers.
Details of the damage to your baggage will be recorded and you will be offered immediate assistance, if necessary. Please note that damage to accessories and wear and tear may not be covered by AirAsia.
If your bag is damaged as a result of over-packing or unsuitable packaging, AirAsia liability will be reduced.
If you wish to file a claim or an action regarding damage to checked baggage after you’ve left the airport, you must notify AirAsia as soon as you discover the damage, and at the latest within 7 (seven) days of receipt of the baggage.
Source: www.airasia.com/ask
Frequently Asked Questions
Q: I lost my handphone. Where do I go for help?
If you misplaced your handphone onboard, please approach the lost property offices at the respective airports. Any items found at the airport terminal will be handed over to the airport authorities.
Please note that AirAsia does not accept any responsibility for personal belongings misplaced or lost onboard the aircraft or in the airport terminal. All items carried by you are solely at your own risk.
Q: What do I do if I need to report a missing or damaged bag after I have left the airport?
If you wish to file a claim or an action regarding damage to checked baggage, you must notify AirAsia as soon as you discover the damage, and at the latest within 7 (seven) days of receipt of the baggage.
If you wish to file a claim or an action regarding delay of checked baggage, you must notify AirAsia within twenty-one (21) days from the date the baggage has been placed at your disposal.
Q: What is the procedure for the collection of baggage?
You should collect your Baggage as soon as it is available for collection at you port of arrival.
If you do not collect it within a reasonable time and the baggage needs to be stored at AirAsia premises, AirAsia may charge a storage fee. If Checked Baggage is not claimed within two (2) months of the time it was made available to you, AirAsia may dispose of it without any liability to you. Only the bearer of the Baggage Identification Tag is entitled to delivery of Baggage.
If a person claiming the Baggage is unable to produce a Baggage Identification Tag for identification of the Baggage, AirAsia will deliver the Baggage to such person only on condition that AirAsia deems the person to be the rightful owner. If required, he/she will provide adequate security to indemnify AirAsia for any loss, damage or expense which may be incurred by AirAsia as a result of such delivery.
Acceptance of Baggage by the bearer of the Baggage Identification Tag without complaint at the time of delivery is prima facie evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage between passenger and AirAsia.
Q: What is PIR and PNR?
PIR means Property Irregularity Report, this is a report raised for mishandled baggage or any report raised at the Lost Baggage counter. This number will be crucial for tracing and tracking your report and status of the baggage that was reported.
PNR means Passenger Name Record, an abbreviation commonly used in AirAsia to refer to booking numbers. The booking number is a combination of alphabets and numbers known as alphanumeric, that is created once you have confirmed your flight booking with AirAsia.
Q: I’m not satisfied with the amount that I was compensated with, what can I do?
Being a Low Cost Carrier AirAsia has a moderate compensation structure in comparison to premium carriers. To travel with peace of mind and to plan for unforeseen circumstances, AirAsia advises you to take advantage of AirAsia Insure.
Please bear in mind that for any insurance claim, the amount that is compensated would not be fixed and would be assessed on a case-by-case basis.
Lost and Found Centre at klia2
The Lost and Found Centre at the Malaysia Airport klia2 is located at the Departure Hall for both International and Domestic Level. It handles all matters related to Lost and Found within the airport terminal vicinity.
klia2’s Lost & Found Center
| Information Counters | |
|---|---|
| ☎ +603 – 8778 5540 | ☎ +603 – 8778 5541 |
| ☎ +603 – 8778 5542 | ☎ +603 – 8778 5409 |
| ✉ Email at lost&foundklia2@malaysiaairports.com.my | |
| Customs Department | |
|---|---|
| ☎ +603 8778 5779 |
If you have found any item that doesn’t belong to you, please hand over to the personnel in-charge at the Centre to be recorded and stored before it is collected by its owner or for 30 days before disposition.
Online Check
For a qucik check on what items are found at klia2, please visit the Online Item Listing.
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