For codeshare flights operated by other airlines, please inquire with the operating airline.
Baggage damage claims will be handled in accordance with JAL's Domestic Conditions of Carriage.
Should any damage to baggage be noticed upon arrival, passengers are advised to report it to airport staff immediately prior to leaving the airport.
If any damage is noticed after leaving the airport, passengers are requested to contact the arrival airport within 7 days from the date of receipt.
For JAL-operated flights, inquiries may be submitted via the online form below.
Please note that claims cannot be accepted if submitted 8 or more days after the receipt of baggage.
[Excerpt from Domestic Conditions of Carriage Rule 48]
RULE 48-TIME LIMITATIONS ON CLAIMS WITH RESPECT TO BAGGAGE
- Acceptance by a passenger with no complaint of his/her Checked Baggage or any other article of which Carrier takes the custody shall be prima facie evidence that it has been delivered in good condition.
- Any notice of a complaint relating to damage to Checked Baggage or any other article of a passenger of which Carrier takes the custody shall be provided to Carrier in writing and, if such Baggage or article was received by the passenger, within 7 days from the date of such receipt or, if they have not been delivered to the passenger, within 21 days from the date on which they should have been received by the passenger.
- Carrier shall not be liable for any damage unless a complaint is filed within the time set forth in paragraph 2 of this Rule 48.
All inquiries will be reviewed by the airport team.
Please note that submitting a report does not automatically guarantee eligibility for compensation.
Depending on the nature of the inquiry, a thorough review may take several business days before a response can be provided.
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.
The maximum compensation for unvalued baggage and personal effects (the amount that can be paid when JAL is at fault for the damage) is ¥150,000 per customer. For baggage with actual value over ¥150,000, a value based compensation system applies if the passenger has participated in the baggage insurance scheme, with charge of ･10 per extra ¥10,000 value. However, the compensation will not exceed the actual value of the baggage and apply to damages caused by JAL only. Please note this difference with other insurance schemes.
JAL makes every effort to ensure the safe transport of our passengers' baggage. However, JAL accepts no liability for any damages to baggage in the following occassions.
- Damage arising from natural defects or qualities inherent to the product in the case of fragile items such as musical instruments, sports gear (golf clubs, surfboards, windsurfing gear, diving gear, bicycles, etc.), pottery, glass products and alcohol.
- Damage caused by the baggage being too heavy or too large, damage attributable to deterioration or other defects inherent to the baggage.
- The loss of protruding accessories such as baggage cover, casters, straps, hooks, and nametags, and minor damage (scratches, cuts, dents and dirt).
- Minor damage (scratches, cuts, dents and dirt) that cannot be avoided by normal handling during the air transportation process (including conveyor belt transportation, etc.).
If you cannot find your baggage upon arrival at your destination, please contact our staff as soon as possible. We will help you to search the baggage and perform the necessary procedures.
We will inform you the necessary procedures regarding the return of your baggage and deliver to your address.
If your baggage goes missing
We will inform you the searching status and the necessary procedures.
You will be updated every day on the status of your missing baggage, starting the day after you submit a request. If your baggage is not found after about 10 days, we will assist you in claiming compensation.
Declaration of contents and compensation
In order to help us to reunite you with your baggage, please describe the contents in detail either verbally or in writing.
The information you provide will be important in the event of compensation.
If our baggage search does not find your missing baggage after 10 days, we will provide compensation in accordance with JAL's Domestic Conditions of Carriage. Our specialized support staff can provide more details about things such as compensation methods and amounts.
Baggage left behind or wrong baggage
Customers should personally retrieve checked baggage upon arrival after verifying the attached baggage number.
If you have forgotten to retrieve baggage, or have mistakenly taken the baggage of a third party, please return immediately to your airport of arrival and inform a staff member.
- We will deliver your baggage to the address specified by you.
- In the case of mistakenly taken baggage, please contact your airport of arrival, and send the baggage to them.
- Transport charges in this case will be at customer expense. Please ensure you take the correct baggage.
Lost property in aircraft or lounge
If you have left any property in the cabin or lounge, please contact the JAL Contact Center.
If you have lost or dropped any property at the airport terminal building, please contact the Lost & Found office.
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