Delayed, Damaged Or Lost Baggage, Baggage Left Onboard

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. 

Claim period: 

• 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. 

Baggage compensation: 

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.