Delayed, damaged or lost baggage, baggage left onboard
Delayed, Damaged Or Lost Baggage, Baggage Left Onboard
Bamboo Airways is committed to transport your baggage to the final destination in the fastest and safest way possible. In all cases, we try our best to resolve your claims regarding delayed, damage or lost baggage.
At the arrival airport, please contact our staff at the lost and found office as soon as you do not receive your baggage or identify that your baggage is damaged or lost. Our staff will issue an property issue report (PIR) for you.
PIR is a legal basis confirming the abnormal(s) that happened to your luggage; and is one of the bases for Bamboo Airways to settle complaints and compensations later.
Compensation requests for damaged baggage/lost items inside baggage must be submitted within seven (7) days after the day baggage is claimed.
Compensation requests for delayed or lost baggage must be submitted within twenty-one (21) days after the day of arrival.
Please note that since our airline is not able to supervise once baggage has left the airport, passengers are required to inform us of any abnormality regarding their baggage at the time of baggage claiming in order to receive maximum support. Passengers claiming baggage without any complaint is the first proof that Bamboo Airways has delivered the baggage in good conditions and in accordance with transport agreement.
After receiving your claim report, Bamboo Airways may ask passengers to provide identification documents, boarding pass, air ticket, baggage tag (in case of damaged baggage/lost content), portion tag (in case of delayed baggage), photos of damaged baggage and other information for compensation considerations.
Our liability with checked baggage is limited by international air transport regulations based on the Warsaw Convention or Montreal Convention, and pursuant to Bamboo Airways’ Conditions of Carriage.
Bamboo Airways is not liable for common wear & tear of baggage, including:
dents, cuts, scratches, dust, dirt.
lost or damaged items outside of baggage such as straps, hooks, strings, locks, name tags, cover or accessories attached to baggage.
damage due to over-packaging or insufficient packaging.
pre-existing damages confirmed by passengers to be liability-free.
damages or losses due to random checks conducted by the U.S. Transportation Security Administration (TSA) or security/safety check activities by local authorities.
Passengers are advised not to carry valued possessions, important documents or cash in checked baggage. Fragile or perishable items should not be carried in checked baggage as well.
Bamboo Airways will look for baggage information through the global lost baggage search system (WorldTracer) and contact passengers as soon as possible.
If further information regarding reported lost baggage is required, please contact the lost baggage offices at arrival airports and provide your record number (eg HANQH12345).
After your baggage is found, Bamboo Airways will contact passengers to confirm on how to return baggage.
Forgotten baggage are items left by passengers and found in Bamboo Airways’ areas or onboard. Please note that Bamboo Airways is not liable for baggage damages, losses or any shipping fee of baggage, unless damages are proven to be caused by Bamboo Airways.
Forgotten properties left onboard if found are kept at the arrival airport within 90 days. Please contact the lost baggage offices at airports for information regarding your baggage. After 90 days, Bamboo Airways has the right to dispose of the unclaimed baggage in whichever way the airline deems to be reasonable.
Unclaimed baggage are kept at the arrival airport within 90 days. Please contact the lost baggage offices at airports for information regarding your baggage. After 90 days, Bamboo Airways has the right to dispose of the unclaimed baggage in whichever way the airline deems to be reasonable.