Traveling on a codeshare flight operated by another carrier
Please contact the operating carrier directly.
International Flights Baggage Issues (damage, lost baggage, and forgotten items)
We take extra care in handling the baggage entrusted to us by our customers until it reaches its destination; however, due to adverse weather conditions or facility-related constraints, there may be instances where items are damaged or cannot be delivered to their destination.
We sincerely apologize for the significant inconvenience this may cause our customers. Should such a situation arise, JAL will respond in good faith to resolve the trouble.
Codeshare flights
Traveling on a JAL operated flight including codeshare flights operated by JAL
Please check this page.
Damaged baggage
Declarations upon arrival
If you notice any damage to your baggage upon arrival, please contact a Japan Airlines airport staff member before leaving the airport.
Please note that, as stipulated in the Montreal Convention and the General Conditions of Carriage, if you received your baggage without raising any objections at the arrival airport, it is presumed that the baggage was delivered in good condition and in accordance with the contract of carriage.
Declarations after leaving the airport
If you notice any damage to your baggage after leaving the airport, please report it to the arrival airport within 7 days of the day you picked it up.
Damaged baggage inquiry form for international flights
Passengers are asked to contact our airport staff upon arrival and before leaving the airport; however, passengers traveling on JAL operating international flights may also use the dedicated damaged baggage inquiry form.
The compensation is not guaranteed for all inquiries.
We will contact you by email or phone once we reviewed your inquiry.
Sometimes our response may take several days depending on the nature of the inquiry.
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Inquiries regarding JTA international flights cannot be accepted through this inquiry form.
Please report the matter to the arrival airport.
Notes
Japan Airlines handles the baggage entrusted by customers with utmost care.
We make every effort to ensure that your baggage is transported safely and securely. However, in the unlikely event of damage, compensation will be provided, except for damage resulting, during normal handling, from the inherent nature (including materials or shape) or defects of the baggage itself or any attached parts.
Therefore, when checking in fragile items such as musical instruments, sports equipment (golf clubs, surfing gear, scuba diving equipment, bicycles, etc.), electronic devices (laptops, tablets), ceramics, glassware, and liquor bottles, please make sure to pack them securely yourself for air transport.
We also ask that you carry your electronic devices with you on board whenever possible.
Compensation
As a general rule, damaged baggage covered by our compensation policy will be repaired and returned to you.
Depending on the extent of the damage or other factors, such as timing, we may need to address the issue through means other than repair.
In addition, in order to process your claim, we may ask you to provide the proof of purchase date and amount of your baggage.
- Please note that the compensation is not applied for claims received on or after the eighth day following the baggage delivery date.
Lost baggage
Please contact our airport staff if your checked baggage is not delivered at the arrival airport.
We will search for your baggage and take the necessary procedures.
If your baggage is found
We will inform you of returning your baggage. .
Once your baggage arrives at the airport, we will clear it through customs on your behalf and deliver it to you.
If your baggage has not been found
We will search for your baggage and take the necessary procedures moving forward.
We will contact you as soon as we receive any updates for your baggage after the next day. However, if we are unable to locate it after approximately one month of searching, we will provide you with information for indemnification.
Indemnification
If your baggage is not found despite our search, we will provide compensation in accordance with our International Conditions of Carriage, about 30 to 45 days after your arrival. If desired, the search period can be extended for up to 100 days. A representative from our team will provide you with details regarding the method and amount of compensation.
Baggage search service
The Baggage search service offers passengers whose checked baggage was not delivered at the arrival airport to check its status.
- This form is not available for passengers traveling on JTA international flights.
Forgotten baggage
Passengers are required to collect your checked baggage yourself at the arrival airport and clear the customs.
Please contact the arrival airport if you forget to pick up your checked baggage .
If you clear the customs by yourself
Please contact the airport where you arrived and return to the airport with your passport.
Airport staff will escort you to customs, where you will complete the customs clearance process yourself.
If you prefer to use our customs clearance services
It may take a few days. Please review the important notes, print the necessary documents from the “Application Form/Power of Attorney” link below, fill in the required information, and send them to us along with a copy of your passport.
Wrongly claimed baggage
Passengers are required to collect their checked baggage upon arrival after confirming their baggage identification number on the baggage tag.
In the unlikely event that you forget to collect your baggage or accidentally collect a third party's baggage, please return to the arrival airport and contact the staff.
Lost property
Items found in cabin or lounges
Items left in the cabin will be held at your destination airport.
Items left in the lounge will be held at the airport where you used the lounge.
Lost and found items found in the airport facilities other than cabin or lounges
It may be held at the airport terminal or the airport police station.
Please check our contact information before inquiring. If the item is found, we will ship it to the address you provided, with payment upon delivery.