Baggage problem (damaged or lost baggage)
Baggage checked with us will be carefully handled until it arrives at your destination.
However, a delayed or damaged bag may occur in some circumstances such as inclement weather or airport conditions.
We sincerely apologize for the inconvenience caused to you in such cases, and will make every effort to fix the problems as quickly as possible.
If you traveled on a codeshare flight operated by other airlines
For baggage damage on codeshare flights operated by other airlines, please contact the operating airline directly.
If you traveled on JAL flight (including codeshare flight operated by JAL Group)
If you notice damage to your baggage upon arrival, please declare it to our airport staff immedeaitely before leaving the airport.
After Leaving the Airport
If you notice damage to your baggage after leaving the airport, please declare it to the arrival airport within 7 days of baggage receipt.
Damaged Baggage Inquiry Form (International flight only)
For passengers arriving with international flight at the following airports as final destination, you can submit your inquiry using the Damaged Baggage Inquiry Form.
Applicable Airports: Tokyo International Airport (Haneda), Narita International Airport, Kansai International Airport, or Chubu Centrair International Airport
We will review your inquiries and contact you by email or phone as they come in.
Please note that depending on your inquiry, it may take several days for us to respond.
- Only for passengers arriving with international flight at Haneda, Narita, Chubu, or Kansai Airport as final destination.
The following inquiries cannot be accepted through this inquiries form. Please contact the airport at your final destination.
- Inquiries about damaged baggage if passengers have international connecting flight after arrival Tokyo International Airport (Haneda Airport), Narita International Airport, Kansai International Airport, or Chubu International Airport
- Inquiries about damaged baggage when using domestic flights
Notes
JAL makes every effort to ensure the safe transport of our passengers’ checked baggage while in JAL’s custody. JAL accepts responsibility for damage to such baggage, unless the damage resulted from the inherent defect, quality or vice of the baggage, irrespective of JAL’s knowledge thereof. Accordingly, passengers should take care that fragile items such as musical instruments, sports gear (golf clubs, surfboards, windsurfing gear, diving gear, bicycles, etc. ), pottery, glass products and bottled alcohol are properly and securely packed for transport. We thank you for your understanding.
For baggage damage eligible for compensation, in principle, your bag will be returned to you after it has been repaired.
However, depending on the extent of the damage and time constraints, we may offer alternative solutions instead of repair. We appreciate your understanding in advance.
- We are unable to accept any claims declared 8 days or more after the date of baggage receipt.
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.
If you traveled on a codeshare flight operated by other airlines
For codeshare flights operated by other airlines, please inquire with the operating airline.
If you traveled on JAL flight (including codeshare flight operated by JAL Group)
Please contact our staff at your airport of arrival.
We will inform you regarding the return of your baggage. Once the baggage arrives at the airport, we will arrange the customs clearance for you and deliver to your address.
If your baggage goes missing (no baggage information)
We will keep searching for your baggage and provide guidance on any necessary procedures if the baggage was not found.
We will update the information accordingly, starting the day after you submit a claim.
If your baggage is not found after about one month, JAL will assist you in claiming compensation.
Compensation and baggage tracing service
If our baggage search does not find your missing baggage within approximately 30 to 45 days following your arrival, we will provide compensation in accordance with JAL's International Conditions of Carriage. The baggage search period can be extended to up to 100 days upon request. Our specialized support staff can provide more details about things such as compensation methods and amounts.
You may use the following baggage tracer to check the status of your baggage if you did not pick up checked baggage at their arriving.
Checked baggage must be picked up upon arrival by the passenger who checked the baggage, and must be taken through customs.
If you have forgotten to pick up a piece of luggage, please immediately contact your airport of arrival.
If you traveled on a codeshare flight operated by other airlines
For codeshare flights operated by other airlines, please inquire with the operating airline.
If you traveled on JAL flight (including codeshare flight operated by JAL Group)
Please contact our staff at your airport of arrival.
If you need to pass baggage through customs in person
Please contact and return to the airport of arrival with your passport.
A staff member will show you through customs.
If you desire customs clearance to be performed on your behalf
This process may require several days. Please download, print and complete the "Baggage Clearance Request Form" indicated below, then send them to us together with a photocopy of your passport details.
Notes
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- Passport copy (the pages containing your photograph and entry stamp)
Unclear copies may not be accepted.
- Please submit only original copies of the Baggage Clearance Request Form as we are unable to accept photocopies.
After your baggage has passed through customs, we will send it to you by payment-on-delivery.
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If you have taken the wrong baggage
If you traveled on a codeshare flight operated by other airlines
For codeshare flights operated by other airlines, please inquire with the operating airline.
If you traveled on JAL flight (including codeshare flight operated by JAL Group)
Please return immediately to your airport of arrival and inform a staff member.
Lost property in aircraft or lounge
If you traveled on a codeshare flight operated by other airlines
For codeshare flights operated by other airlines, please inquire with the operating airline.
If you traveled on JAL flight (including codeshare flight operated by JAL Group)
Lost property that is discovered in an aircraft cabin will be kept at the airport of arrival. If you believe you have lost any property, please contact your airport of arrival.
Items discovered in airport facilities other than a cabin may be kept at the airport building in question, or at a police station.
Please inquire using the relevant contact details. If your property is found, we will send it to the address that you specify by payment-on-delivery.
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