AirAsia's FAQs - Lost and Found

This page has compiled some of the most frequently asked questions on the topic of Lost and Found when flying with AirAsia and AirAsia X.

For the latest updates and changes, please kindly review the information posted on the official AirAsia’s Customer Support page.

Q. I lost my handphone. Where do I go for help?

If you misplaced your handphone onboard, please approach the lost property offices at the respective airports.

Any items found at the airport terminal will be handed over to the airport authorities.

Please note that AirAsia does not accept any responsibility for personal belongings misplaced or lost onboard the aircraft or in the airport terminal.

All items carried by you are solely at your own risk.

Professional and friendly AirAsia’s crew ready to service

Q. My baggage is delayed, missing or damaged, what do I do now?

There are 2 possibilities as to why your baggage does not appear on the conveyor belt. It could either be delayed or is missing.
Delayed baggage means your baggage was not loaded onto the flight you just took. The reason why your baggage was not loaded onto the flight is usually due to safety or technical considerations.

As soon as baggage stops coming up, you should immediately approach one of AirAsia’s friendly guest service officers. You should have with you the baggage tag that was given to you at the time of check-in to enable AirAsia to track your baggage through AirAsia’s Baggage Tracing System.

You will also be given a Property Irregularity Report number (PIR) which you can use to check the status of your missing baggage via Manage My Booking.

If your baggage has been delayed, AirAsia will make the necessary arrangements to deliver it to your local address provided in the Property Irregularity Report number (PIR) form as and when it arrives.

Arrangements will also be made to assist you should items of baggage arrive damaged.

Your baggage will be declared missing after a period of 7 days for Domestic travel, and 14 days for International travel, from the date of the Property Irregularity Report number (PIR) form. In this situation, you will need to prepare the following documents:

Copy of guest passport / ID
Copy of guest bank book / statement
SWIFT/BCB/IBN code (for international transaction)
An authorisation letter for 3rd party account (if necessary)
Copy of 3rd party passport / ID (if necessary)

Guests will be contacted by AirAsia’s Central Baggage Tracing Office staff for further action.

The following telephone numbers are for missing Baggage Enquiries only. No other enquiries will be dealt with at these numbers:

Department & Telephone
Kuala Lumpur Central Baggage Tracing Office +603 8777 6604 (Domestic) +603 8775 2927 (International)
Bangkok Central Baggage Tracing Office +662 134 3511
Jakarta Central Baggage Tracing Office +621 5591 6126

If your baggage is damaged, you should immediately approach one of AirAsia’s friendly guest service officers. Details of the damage to your baggage will be recorded and you will be offered immediate assistance, if necessary.

Please note that damage to accessories and wear and tear may not be covered by AirAsia.

If your bag is damaged or delayed as a result of over-packing or unsuitable packaging, AirAsia’s liability will be reduced.

To avoid any unpleasant experience or further inconvenience during your trip, AirAsia would strongly recommend you to obtain adequate travel insurance cover before you fly.

Please note that AirAsia does not accept any responsibility for personal belongings misplaced or lost on board the aircraft or in the airport terminal.

All items carried by you are solely at your own risk. Any items found on board will be forwarded to the lost property offices at the respective airports.

Any items found at the airport terminal will be handed over to the airport authorities.

AirAsia’s crew welcomes you onboard!

Q. What is AirAsia’s Right to refuse carriage?

AirAsia may refuse carriage of you or your baggage for reasons of safety or if, in the exercise of AirAsia’s reasonable discretion, AirAsia determines that:

such action is necessary for reasons of safety or security;
such action is necessary in order to comply with any applicable laws, regulations or orders of any state or country to be flown from, into or over;
your conduct, status, age or mental or physical condition or the physical condition of your baggage is such:
1. as to cause reasonable fear of harm, to other passengers or to AirAsia’s crew; or
2. that you may pose a hazard or risk to yourself, other persons or to property;
you have committed misconduct on a previous flight and there is a reasonable likelihood that such conduct may be repeated;
you have not observed, or are likely to fail to observe, AirAsia’s instructions;
you have refused to submit to a security check;
the applicable fare or any charges or taxes payable have not been paid;
the payment of your fare is fraudulent;
you do not have the proper documents for travel;
the booking of AirAsia’s Seat has been done fraudulently or unlawfully or has been purchased from a person not authorized by AirAsia;
the credit card by which you paid for the fare has been reported lost or stolen;
the Itinerary or booking or Electronic Ticket is counterfeit or fraudulently obtained;
the Itinerary has been altered by anyone other than AirAsia or AirAsia’s authorized agent, or has been mutilated (in which case AirAsia reserves the right to retain such documentation); and/or
the person checking in or boarding cannot prove that he is the person named as the passenger on the Itinerary (AirAsia reserves the right to retain such Itinerary in this circumstance)

Q. What is the procedure for the collection of baggage?

You should collect your Baggage as soon as it is available for collection at you port of arrival.

If you do not collect it within a reasonable time and the baggage needs to be stored at our premises, AirAsia may charge a storage fee.

If Checked Baggage is not claimed within two (2) months of the time it was made available to you, AirAsia may dispose of it without any liability to you.

Only the bearer of the Baggage Identification Tag is entitled to delivery of Baggage.

If a person claiming the Baggage is unable to produce a Baggage Identification Tag for identification of the Baggage, AirAsia will deliver the Baggage to such person only on condition that AirAsia deems the person to be the rightful owner.

If required by AirAsia, he/she will provide adequate security to indemnify us for any loss, damage or expense which may be incurred by AirAsia as a result of such delivery.

Acceptance of Baggage by the bearer of the Baggage Identification Tag without complaint at the time of delivery is prima facie evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage.

Q. What is AirAsia Insure?

AirAsia Insure Travel Protection has been designed to protect you and give you peace of mind while traveling domestically or internationally with Asia’s largest low fare airline, AirAsia.

From trip cancellation to lost baggage, delays and personal accidents, AirAsia has got you covered.

Q. What is PIR and PNR?

PIR means Property Irregularity Report, this is a report raised for mishandled baggage or any report raised at the Lost Baggage counter.

This number will be crucial for tracing and tracking your report and status of the baggage that was reported.

PNR means Passenger Name Record, an abbreviation commonly used in AirAsia to refer to booking numbers.

The booking number is a combination of alphabets and numbers known as alphanumeric, that is created once you have confirmed your flight booking with AirAsia.

Q. What do I do if I need to report a missing or damaged bag after I have left the airport?

If you wish to file a claim or an action regarding damage to checked baggage, you must notify AirAsia as soon as you discover the damage, and at the latest within 7 (seven) days of receipt of the baggage.

If you wish to file a claim or an action regarding delay of checked baggage, you must notify AirAsia within twenty-one (21) days from the date the baggage has been placed at your disposal.

For assistance, please fill up AirAsia e-form.

Alternatively, you can write in to AirAsia, and have your letter posted or delivered to AirAsia within the above period. Please address your letter to the Central Baggage Tracing Office, followed by the address of the airport which you flew from.