This page has compiled some of the most common Mishandled Baggage FAQs (Frequently Asked Questions) when flying with Malaysia Airlines for your convenience.
If you have a checked bag missing, please contact a Malaysia Airlines representative in person immediately upon arrival at the airport. Right after the Property Irregularity Report (PIR) is completed, the tracing for the baggage will commence.
The Malaysia Airlines’ Mishandled Load Office (MLO) or Lost and Found Office, takes charge of:
While Malaysia Airlines strives to ensure you always receive your belongings as scheduled and in their original condition, Malaysia Airlines also provides contingency services should something unfortunate happen.
- delayed or missing baggage
- damage and pilferage
- articles or items left on an aircraft or within Malaysia Airlines premises
- ‘on-the-spot’ compensation
- free delivery service of mishandled baggage to passengers
For more information regarding claims, terms and conditions, baggage tracing and liability limitations, please download Baggage on Arrival (PDF).
Lost / Delayed baggage
If you have a checked bag missing, please contact a Malaysia Airlines representative in person immediately upon arrival at the airport.
Right after the Property Irregularity Report (PIR) is completed, the tracing for the baggage will commence.
You will be given a file reference number to check the status of your baggage online. Passengers will also be updated regularly during the tracing period.
In the rare cases when missing luggage is not found within the first five days, a second, more detailed tracing process begins. For this reason, Malaysia Airlines asks you to provide us with as many details about the luggage item as possible, as well as a description of the contents.
Should your baggage not be returned to you after three days, please download, complete and return the form below to the following address to facilitate a more thorough enquiry.
- Missing Baggage Questionnaire Form (English)
- Borang Soal Selidik Kehilangan Bagasi (Bahasa Malaysia)
Central Baggage Tracing Office
Level 3, Main Terminal Building
Kuala Lumpur International Airport
Tel: +603 8776 3747
Fax: +603 8787 4670
Opening times: (Mon – Fri) 9 am – 9 pm, (Sat) 9.30 am – 12 pm, (Sun) Closed
In the event that a piece of checked luggage is damaged, please report it to a Malaysia Airlines representative as soon as possible, preferably before you leave the airport.
Malaysia Airlines staff and handling agents will examine the damage to your baggage, and will often be able to resolve your claims on the spot.
Claims should be made at the Malaysia Airlines Baggage Service office, which is usually located in the baggage claim area, or at the office of Malaysia Airlines designated handling agent.
A Property Irregularity Report (PIR) will not be completed if the bag has been checked in with a Limited Release Tag indicating previous damage to the bag. Please pack your bags carefully, as damage resulting from a bag or suitcase being over-packed or overweight is not covered.
Please be advised that Malaysia Airlines does not accept claims for damage due to normal wear and tear (missing or damaged straps, scratches, nicks, wheels, locks, zipper damage, scuffs, dents, soiling, feet, clips or exterior tube handles) or manufacturer’s defects.
Left baggage service
Left baggage service is currently available at Kuala Lumpur International Airport (KLIA), Kuala Lumpur City Air Terminal (KLCAT), Penang and Kota Kinabalu airports.
Left baggage service is available through an airport/terminal concessionaire at a charge.
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