Baggage Enquiries

Delayed Baggage

If your baggage does not come off the conveyor belt, please file a report with our Baggage Enquiry Counter located at the Arrival Hall, prior to customs clearance. Our staff or handling agent will provide you assistance.*

*If you reported your bags missing at the airport you do not need to take any further action . We are working hard to reunite you with your bags and will be in touch when we find them. Check the status of your bag.

When you report a problem we’ll give you a baggage file reference number which is a series of five letters and five numbers such as HKGHX12345 (this is different to the baggage receipt you were given when checking your bags in).

Damaged Baggage

If your baggage is damaged, please file a report with our Baggage Enquiry Counter located at the Arrival Hall, prior to customs clearance. Our staff or handling agent will provide you assistance.*

*You may make a follow-up call with our Baggage Services directly for further assistance if you have filed a report with us before.

Before you leave the baggage reclaim hall, please make sure that your baggage is in good condition. If it is broken, please speak with our Baggage Service Counter staff and file a report on your damaged bags before you leave the baggage reclaim hall. HKA has cooperating luggage repair companies at major airports and will provide door-to-door delivery services for repaired or replacement baggage. HKA is responsible for appropriate repair or replacement costs. If your baggage is beyond repair, the age of your baggage may be taken into account for the compensation amount. HKA will compensate based on the condition of the damaged baggage.

If your report is filed after you leave the baggage reclaim hall, our baggage team will make another report for travel insurance claim only.

Hong Kong Airlines Baggage Services:

Tel:                                        +852 3902-9000

Fax:                                       +852 3902-9039

Email:                                    satshk_lostandfound@satshk.com

Office Hours:                       Mon – Sun / 07:30 – 23:00

Notice of Baggage Liability Limitation

Liability for loss, delay or damage to baggage is limited.

For many international journeys (including domestic portions of international journeys), the Warsaw Convention may apply with liability limits of 17 Special Drawing Rights per kilo for checked baggage and 332 Special Drawing Rights per passenger for unchecked baggage. In cases where the Montreal Convention applies to your journey, the applicable liability limit is 1,288 Special Drawing Rights per passenger for checked and unchecked baggage.

Except for checked or unchecked baggage carried in the course of international carriage as defined by the Warsaw or Montreal Convention, we are not liable, in any way whatever, for loss of, damage to or delay in the delivery of articles which you include in your baggage despite their inclusion being prohibited by our General Conditions of Carriage for Passengers and Baggage. Such items include, but are not limited to, fragile or perishable items, keys, artwork, cameras, money, jewellery, precious metals, silverware, medicines, drug, dangerous goods, commercial goods, odd-sized articles, negotiable papers, securities or other valuables, business documents, samples or passports and other identification documents.

Please refer to our General Conditions of Carriage for Passengers and Baggage.