AirAsia FAQs - Lost and Found

If you misplaced your handphone onboard, please approach the lost property offices at the respective airports. Any items found at the airport terminal will be handed over to the airport authorities.

Please note that AirAsia does not accept any responsibility for personal belongings misplaced or lost onboard the aircraft or in the airport terminal. All items carried by you are solely at your own risk.

There are 2 possibilities as to why your baggage does not appear on the conveyor belt. It could either be delayed or is missing. Delayed baggage means your baggage was not loaded onto the flight you just took. The reason why your baggage was not loaded onto the flight is usually due to safety or technical considerations.

As soon as baggage stops coming up, you should immediately approach one of AirAsia's friendly guest service officers. You should have with you the baggage tag that was given to you at the time of check-in to enable AirAsia to track your baggage through AirAsia's Baggage Tracing System. You will also be given a Property Irregularity Report number (PIR) which you can use to check the status of your missing baggage via Manage My Booking.

If your baggage has been delayed, AirAsia will make the necessary arrangements to deliver it to your local address provided in the Property Irregularity Report number (PIR) form as and when it arrives. Arrangements will also be made to assist you should items of baggage arrive damaged.

Your baggage will be declared missing after a period of 7 days for Domestic travel, and 14 days for International travel, from the date of the Property Irregularity Report number (PIR) form. In this situation, you will need to prepare the following documents :-

1. Copy of guest passport / ID
2. Copy of guest bank book / statement
3. SWIFT/BCB/IBN code (for international transaction)
4. An authorisation letter for 3rd party account (if necessary)

5. Copy of 3rd party passport / ID (if necessary)

Guests will be contacted by AirAsia's Central Baggage Tracing Office staff for further action.

The following telephone numbers are for missing Baggage Enquiries only. No other enquiries will be dealt with at these numbers:

Department	Contact Telephone
Kuala Lumpur Central Baggage Tracing Office	+603 8777 6604 (Domestic) +603 8775 2927 (International)
Bangkok Central Baggage Tracing Office:	+662 134 3511
Jakarta Central Baggage Tracing Office:	+621 5591 6126

If your baggage is damaged, you should immediately approach one of AirAsia's friendly guest service officers. Details of the damage to your baggage will be recorded and you will be offered immediate assistance, if necessary.

Please note that damage to accessories and wear and tear may not be covered by AirAsia.

If your bag is damaged or delayed as a result of over-packing or unsuitable packaging, AirAsia's liability will be reduced.

To avoid any unpleasant experience or further inconvenience during your trip, AirAsia would strongly recommend you to obtain adequate travel insurance cover before you fly.

Please note that AirAsia does not accept any responsibility for personal belongings misplaced or lost on board the aircraft or in the airport terminal. All items carried by you are solely at your own risk. Any items found on board will be forwarded to the lost property offices at the respective airports. Any items found at the airport terminal will be handed over to the airport authorities.

AirAsia Insure Travel Protection has been designed to protect you and give you peace of mind while traveling domestically or internationally with Asia's largest low fare airline, AirAsia. From trip cancellation to lost baggage, delays and personal accidents, AirAsia has got you covered.

AirAsia may refuse carriage of you or your baggage for reasons of safety or if, in the exercise of AirAsia's reasonable discretion, AirAsia determines that:

• such action is necessary for reasons of safety or security;
• such action is necessary in order to comply with any applicable laws, regulations or orders of any state or country to be flown from, into or over;
• your conduct, status, age or mental or physical condition or the physical condition of your baggage is such:
  1. as to cause reasonable fear of harm, to other passengers or to AirAsia's crew; or
  2. that you may pose a hazard or risk to yourself, other persons or to property;
• you have committed misconduct on a previous flight and there is a reasonable likelihood that such conduct may be repeated;
• you have not observed, or are likely to fail to observe, AirAsia's instructions;
• you have refused to submit to a security check;
• the applicable fare or any charges or taxes payable have not been paid;
• the payment of your fare is fraudulent;
• you do not have the proper documents for travel;
• the booking of AirAsia's Seat has been done fraudulently or unlawfully or has been purchased from a person not authorized by AirAsia;
• the credit card by which you paid for the fare has been reported lost or stolen;
• the Itinerary or booking or Electronic Ticket is counterfeit or fraudulently obtained;
• the Itinerary has been altered by anyone other than AirAsia or AirAsia's authorized agent, or has been mutilated (in which case AirAsia reserves the right to retain such documentation); and/or

• the person checking in or boarding cannot prove that he is the person named as the passenger on the Itinerary (AirAsia reserves the right to retain such Itinerary in this circumstance).