If your baggage is damaged upon arrival, we will deal with the issue in accordance with our National Conditions of Carriage. Provided that the damage is not covered by one or more of the following disclaimers, please contact the airport at which you landed within 7 days of retrieving your baggage.
Please note: We are unable to accept claims 8 or more days after receiving your baggage.

Disclaimers

• - We take great care in the handling of your baggage. However, please be aware that we are unable to accept responsibility for any damage to easily breakable items such as musical instruments, sports equipment (such as surfboards, windsurfing equipment, scuba gear, and bicycles), pottery, glass or alcohol, whether such damage arises from a natural defect in the item or from its inherent nature.
• - Please be aware that we are unable to accept responsibility for damage to overweight or oversized baggage, damage due to natural wear and tear or in any other way due to the inherent nature of the item, damage or loss to removable wheels, straps, hooks, name tags, belts or other externally protruding accessories, or damage caused by safety inspections carried out by the TSA (Transport Security Administration) or other national authority.

Compensation

Damage that is covered for compensation will as a general principle be handled on a repair basis. However, depending on the degree of damage and length of time involved, we reserve the right to implement remedies other than repair. Please be aware that compensation cannot be provided in every instance. (Including the case that one or more of the above disclaimers apply)

Please notify a company representative at your airport of arrival.

♦If your baggage is found

We will inform you regarding the return of your baggage. Once the baggage arrives at the airport, we will pass it through customs on your behalf, and send it on to you.

♦In the event that no information is available regarding your baggage ⇒If your baggage cannot be located

We will search for your baggage, and assist you with the necessary procedures. We will contact you every day from the following day regarding your baggage. If your baggage has still not been discovered after we have searched for it for a month, we will assist you in claiming compensation.

Regarding the declaration of contents

If a search does not lead to the recovery of your baggage, in accordance with our National Conditions of Carriage we will aim to provide compensation between 30 to 45 days from your date of arrival. Upon request, we will extend the search period up to 100 days. A specialist representative will contact you to provide details of the amount of compensation, and the process of receiving it.

The baggage search service

Upon arrival, if you are unable to retrieve baggage checked in at your airport of departure, we will assist you in using the baggage tracing service in order to confirm the whereabouts of your baggage.

Please notify a company representative at your airport of arrival.

♦If you must pass baggage through customs in person

Please contact your airport of arrival, and return there with your passport.
We will pass through customs together with you, and then return your baggage.

♦If you desire customs clearance to be performed on your behalf

Several days lead time will be required. Please download, print and complete the "Application and Power of Attorney" indicated below, then send them to us together with a photocopy of your passport details. Please note the following.

• (1) The photocopy of your passport details (the pages containing your photograph and entry stamp) We may be unable to accept a photocopy if it is unclear.
• (2) Only an original Application and Power of Attorney can be accepted. We regret that we are unable to accept a photocopy.
  Application and Power of Attorney (PDF Approx. 80KB)

After your baggage has passed through customs, we will send it to you by payment-on-delivery.

♦If you have taken the wrong baggage

Please immediately return to your airport of arrival, and notify a member of staff.