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What to do if your luggage is delayed

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The excitement of traveling overseas for a long-awaited holiday can quickly turn into frustration and anxiety when you arrive at your destination, but your luggage doesn’t. It can be stressful standing at the conveyer belt waiting for your luggage to appear, when the last bag finally comes out and it’s not yours, but our guide can help you work out what to do next.  

1. Report the delay to your carrier immediately

Once you realise your baggage has been delayed, speak with a representative from your carrier (usually your airline) to report the delay. Ask them for a Property Irregularity Report (PIR) or another official document. The report should state the reason for the delay as well as the date and time that your luggage is estimated to arrive. You will need this report to support any claims. Ask the carrier for some financial assistance to help you buy some everyday items such as toothpaste, deodorant or new underwear while you wait for your bags. If they refuse your request, then ask them to put the reason for their denial in writing to you. You must include this letter or report with your other documentation when submitting any claims for essential items.

2. Obtain receipts for any purchases

If you need to buy a few essentials to make life more comfortable until your bags arrive, then you’ll need to keep copies of your receipts should you wish to claim for these expenses. Cover for essential items is only offered to travelers whose luggage is delayed for at least 24 hours after their scheduled arrival. If your luggage is returned to you within 24 hours of arriving, you can't claim for essential items. Only receipts showing a date and time which is at least 24 hours after your scheduled arrival, and before the delivery time of your luggage, will be covered.

A few points to consider if you wish to claim for essential items

Before you rush out to buy this season’s must-haves, keep in mind that only reasonably necessary items may be covered under our policies. These are items to help you stay clean, fresh, and comfortable until your baggage is returned to you. Some examples of reasonably necessary items could include:

  • Toiletries
  • Prescription medications
  • New underwear

Note: There is no cover for essential items if your luggage is delayed on your return home to Country of Residence.

Both our Standard and Explorer plans have different daily limits of cover for delayed baggage. Please read through your Policy Wording to make sure you’re aware of the limits, benefits and terms and conditions, and exclusions that relate to your policy. If you have questions about what's covered and not covered, just ask us.

3. Obtain a final report

Once your bags are returned to you, ask your carrier for another report stating the reason for the delay, the length of the delay, as well as the date and time the luggage was returned to you.

4. Need to know more?

Always read the Policy Wording and General Exclusions for other scenarios and expenses we don’t cover so there’ll be no surprises if you need to use your cover. This information could help you if things go wrong and you want to make a claim. If you are unsure about your level of travel cover, please get in touch.

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