Disrupted travel help Baggage
Reporting delayed baggage
If your checked baggage hasn't turned up on the baggage carousel, be assured that our teams are already working behind the scenes to reunite you with your bags.
If your baggage was checked through for multiple flights, and your final airline operator wasn't Air New Zealand, you'll need to contact the airline that operated your final flight.
If you're at the airport
You can report your delayed baggage at the baggage service desk. If you've travelled to New Zealand from overseas, you must do this before going through Customs.
If you've left the airport
If you've left the airport without your checked bags, you can still report your delayed baggage.
- Domestic (no international connections)
At the latest within 30 days from when the checked baggage should have been available to collect.
- International
At the latest within 21 days from when the checked baggage should have been available to collect.
For more details, please see our Conditions of Carriage.
You'll need to have these things ready:
- Your contact, delivery and flight details.
- Your baggage tag numbers or bag tag receipts.
You can choose to receive daily updates via SMS and/or email. Please ensure you details are valid. You can also check the status by managing your delayed baggage report.
If you need to add extra details or change your contact and/or delivery details after submitting your report, you can update your delayed baggage report online.
While you wait - after 24 hours
If your baggage isn't returned to you within 24 hours, and you're away from your hometown, you may be entitled to emergency expenses. Please contact the online baggage tracing service or your nearest baggage services office for more information.
If you have travel insurance, you can also check your policy benefits.
While you wait - after 5 days
If your baggage hasn't been found within 5 days, please submit a claim and provide any extra details you may remember. If your baggage isn't found within 21 days, we'll process the claim while continuing to search.
Insurance and Conditions of Carriage
You should also contact your travel insurance provider. Air New Zealand's liability for lost baggage is limited by international conventions and the Carriage of Goods Act. Read our Conditions of Carriage.
When your baggage has been found
We'll let you know as soon as your baggage has been found and arrange to get it to you.
Reporting damaged baggage
If your baggage has been damaged during your flight with us, please report it as soon as possible.
If you're at the airport
If you've collected your bags from the baggage carousel and something is not quite right, you can report your damaged bag by visiting the baggage service desk.
If you've left the airport
If you don't notice that your checked baggage has been damaged until you've left the airport, you can still report it.
- For a domestic flight (no international connections) you have 30 days after you've collected your baggage to make a report.
- For an international flight , you have 7 days after you've collected your baggage to make a report
If your flight arrived within the last 4 days, complete and submit a damaged baggage report online. If your flight arrived more than 4 days ago, complete a damaged baggage claim form and email it to your nearest baggage services office. Once submitted you’ll be able to manage your report online.
You'll need to have these things ready:
- Your contact and flight details.
- Photos of your baggage with the damage visible. Please leave baggage tags on your baggage.
Your claim will be assessed and processed according to the applicable liability limitations. For more details, please see our Conditions of Carriage.
Lost property
If you left an item in one of our lounges or on board our aircraft, you can report it online.
We'll make every effort to find your property. If required, a letter can be provided to support an insurance claim
Once we've found your item, we will be in contact with instructions on how you can retrieve it. Found items are held for one month. You'll need to confirm ownership and provide photo ID when you collect a lost item.
If you left an item at a gate or check-in or somewhere else in at the airport, please contact the relevant airport company.
Baggage Services Offices
If you require any assistance for mishandled checked bags, baggage tracing, or aircraft lost property related to a specific airport, please choose either the New Zealand baggage services offices or the International baggage services offices option below for contact details.