Consumer / Claims and Compensation / Lost, damaged and delayed baggage

Lost, damaged and delayed baggage

Travellers have an expectation to receive their bags as soon as they land. If your baggage does not arrive on the same flight as you, or is lost or damaged during the flight, you may be entitled to compensation for the inconvenience caused. To claim compensation, you must file a written complaint with your airline:

  • on arrival or within 7 days of arrival if your baggage is damaged; or
  • on arrival or within 21 days of arrival if your baggage is delayed.

It is advised that receipts or proof of the value of your items in your baggage are kept to validate your claims and claims made should be reasonable in relation to the length of delay and the damage suffered.

Please also note that the airlines are not liable to compensate for general wear and tear of your baggage.

If you feel that you have not received a fair compensation, contact MAVCOM and submit a copy of your written complaint and the airline’s response.

Illustration – Lost or delayed baggage

Hani did not purchase any travel insurance when she made a booking with ABC Airline to fly to Perth. Upon her arrival in Perth, she realised that her baggage did not arrive and she lodged a report with ABC Airline at the airport. Is Hani entitled to any compensation from ABC Airline?

  • Airlines are liable to pay compensation in the event of lost or delayed baggage, regardless whether the consumer had purchased any travel insurance. However, consumers are still advised to purchase travel insurance as it covers other unforeseen circumstances such as medical incidents and emergencies when abroad.
  • Consumers are strongly encouraged to keep all relevant receipts of purchase during their travel.
  • The airline’s maximum liability for lost or delayed baggage is 1,131 Special Drawing Rights (SDR). The value of the SDR is based on five major currencies – the US dollar, Euro, Japanese Yen, Pound Sterling and Chinese renminbi (all of which fluctuate against the Ringgit from time to time). Please click on the following link for the current SDR rate.
  • In this case, Hani is entitled for compensation from ABC Airline. In order to claim the compensation, Hani is required to provide the necessary receipts and supporting documents to substantiate the claim amount.

Illustration – Damaged baggage

Hani found her baggage cracked upon arrival in Kuching. She lodged a report before leaving the airport. Is Hani entitled to any compensation?

  • Airlines are liable to pay compensation in the event of damaged baggage, regardless whether the consumer had purchased any travel insurance. However, consumers are still advised to purchase travel insurance as it covers other unforeseen circumstances such as medical incidents and emergencies when abroad.
  • The airline’s maximum liability for damaged baggage is 1,131 Special Drawing Rights (SDR). The value of the SDR is based on five major currencies – the US dollar, Euro, Japanese Yen, Pound Sterling and Chinese renminbi (all of which fluctuate against the Ringgit from time to time). Please click on the link below for the current SDR rate: https://www.imf.org/external/np/fin/data/rms_sdrv.aspx.
  • All damaged baggage will be evaluated on a case-to-case basis by the airline to assess the extent of the damage and the usability of the baggage.
  • In this case, Hani is entitled for compensation subject to the assessment by the airline of the extent of damage and the usability of the baggage. Hani is required to provide the necessary receipts and supporting documents to substantiate the claim amount.

For more information, please refer to the Malaysian Aviation Consumer Protection Code 2016 (MACPC) – Part III, Paragraph 13: Air Passenger’s Rights – Compensation for Lost, Damaged or Delayed Baggage.

You may also refer to our short animated video below on this topic: