How to Handle Problems After Airport Check-in

  • New Trip

Updated: 2025.08.04
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Travel is a wonderful experience for many, filled with new discoveries and感動 (awe-inspiring moments).

However, problems with checked luggage at the airport can easily spoil the joy of a trip. Many travelers are at a loss when faced with situations like their bag not appearing on the carousel, or receiving a damaged suitcase.

 

Knowing the proper steps to take and preventive measures can help you respond calmly and smoothly "in case of emergency." This article will provide a detailed explanation of specific actions to take if you encounter luggage problems after checking it in, and also introduce preventive measures to avoid such troubles. With this knowledge and preparation, travelers can fully enjoy the delights of their journey with peace of mind.

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Table of Contents

1. Lost Luggage! What to Do in Case of Delay or Loss

　1. Where should I go first?

　2. What should be communicated on the spot?

　3. Method for confirming subsequent progress and compensation

2. My Package Arrived Damaged! What to Do in Case of Damage

　1. Initial response upon discovering damage

　2. Information Required for Reporting and Scope of Coverage

　3. Airline Compensation and Procedures

3. Preventive Measures to Avoid Trouble

　1. New Trip brand products for added peace of mind

　2. Other Prevention Measures

4. Summary

1. Lost Luggage! What to Do When Your Baggage Is Delayed or Missing

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You've arrived at the airport, and all the bags have come off the carousel except yours... When faced with such a nightmarish situation, it's crucial to remain calm and composed rather than panicking. By following the proper procedures, you can maximize the chances of your luggage being returned and minimize the inconvenience during that time.

1. Where should I go first?

If you discover your luggage is missing, it is recommended that you do not move from your spot and instead head directly to the "Baggage Service Counter" located within the baggage claim area of the arrivals lobby. In many cases, counters labeled "Baggage Lost" or "Lost & Found" are set up near the carousels.

 

Especially when using a connecting flight, if there is a delay or loss of luggage, the general rule is to report it to the staff of the airline that operated the final leg of your journey. Knowing the correct place to report will significantly speed up the process and improve the efficiency of finding your luggage.

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2. What should be conveyed on the spot?

At the baggage services counter, you will be asked to have the following information readily available:

 

・Boarding pass: Includes information such as flight number, date, and seat number.

・Baggage tag stub (receipt): A small sticker-like receipt received when checking baggage, which contains the baggage tracking number.

・Contact information: It is important to accurately provide your contact information at your destination (hotel name, phone number, email address, etc.).

・Baggage characteristics: Providing specific details about your suitcase's color, shape, brand, size, and any distinctive features (stickers, straps, etc.) will help search personnel identify your baggage more easily.

・List of contents: You may be asked for a detailed list of contents when creating a lost property certificate. It is advisable to list valuable or important items in advance, also considering the possibility of theft.

 

After you explain the situation to the staff, a "Property Irregularity Report (PIR)" will be issued. This document contains a baggage incident report number (file reference number, e.g., ARNSK12345), which is essential for checking subsequent progress. Please note that this number is different from the baggage tag number.

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3. Follow-up on Progress and Compensation

・Checking the Baggage Status

Travelers can check the status of their baggage online using the file reference number (PIR number) and last name listed on the lost property certificate, via the airline's website or baggage tracking systems such as WorldTracer. This allows them to ascertain the baggage's location and estimated arrival time.

 

・Compensation for Essential Items

Airlines may compensate for essential items (e.g., change of clothes, toiletries) purchased due to delayed or lost baggage.

  • ANA: Compensates for purchase costs (consult with airport staff).
  • JAL: Provides travel kits, and covers accommodation/transportation costs if the delay/cancellation is due to the company.
    Keep receipts for compensation, and consult staff as details vary by airline.

・Compensation for Undiscovered Baggage

If baggage is not found, compensation will be provided from the 10th day after reporting.

  • International flights: Limited to approximately 1,800 USD (1,131 SDRs) per person under the Montreal Convention, or 26 SDRs per kg (effective December 28, 2024).
  • Domestic flights: Limited to 150,000 JPY.
    As this may not cover the value of expensive items, consider increasing the limit with a declared value option or purchasing travel insurance.

・Reporting Deadlines and Occurrence Rate

  • Delay/Loss: Over 90% are resolved within 24 hours. Reports must be made within 48 hours of arrival.
  • Damage: Report within 7 days.
    Prompt action is crucial as compensation may not be available after the deadline.

・Importance of Proactive Action

By utilizing online tracking systems and regularly checking the status, issues can be resolved more quickly. The traveler's proactive actions are key.

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2. My Luggage Was Damaged! What to Do if Your Luggage is Damaged

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Discovering your precious suitcase damaged at the end of your trip can be a major shock. However, it's crucial to remain calm in this situation. By following the proper procedures, you can ensure a smooth process for claiming compensation from the airline.

1. Initial response upon discovering damage

If you notice damage to your luggage, it is most important to report it immediately to an airline representative in the baggage claim area before leaving the airport. JAL and ANA's official websites also clearly state that if damage is noticed upon arrival, you should "immediately report it to an airport representative." Filing a claim on the spot is a prerequisite for receiving compensation.   

 

Even if you notice damage after leaving the airport, you can still report it. However, a strict reporting deadline of within 7 days from the date of receipt is set. If this deadline is missed, compensation will generally not be provided, so caution is advised. Travelers need to get into the habit of checking for damage immediately after receiving their luggage. This is especially true when using a delivery service, where confirmation is required within 10 days of arrival.

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2. Information Required for Notification and Scope of Coverage

When filing a claim, the following information will be required:

・Photos of the damage: Clear photos of the damaged areas are essential.   

・Baggage tag: Keep the baggage tag attached to prove that it belongs to the damaged baggage.   

・Boarding pass: Needed to confirm the flight number and date.

・Proof of purchase: Information showing the purchase date and price of the damaged suitcase (e.g., receipt, warranty) may help in assessing the compensation amount.

 

Airlines often do not provide compensation for damage under the following circumstances:   

・Damage caused by the inherent defect or nature of the contents, such as musical instruments, sports equipment (golf equipment, surfboards, etc.), or ceramics.

・Damage due to overweight or overpacked baggage, or damage due to the aging of the baggage itself.

・Loss or minor damage to protruding accessories such as suitcase covers, removable casters, straps, and belts.

・Minor damage that is unavoidable during normal handling during air transport.

These disclaimers are clearly stated in the airline's conditions of carriage, so it is important to check them in advance.

 

・Related content: "Domestic Conditions of Carriage | ANA"

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3. Airline compensation and procedures

For damage covered by compensation, in principle, items will be repaired and returned after repair. Depending on the extent of the damage and time factors, alternative arrangements (such as providing a replacement) may be offered instead of repair.

 

The liability limit is the same as described in "1.3 Subsequent Progress Confirmation and Compensation" above:

  • International Flights: Limited to approximately USD 1,800 (1,131 Special Drawing Rights) per passenger, or 26 SDR per kilogram (effective December 28, 2024), based on the Montreal Convention.
  • Domestic Flights: The limit is JPY 150,000.
    As this may not cover the value of expensive luggage, consider increasing the limit with excess valuation charges or purchasing travel insurance.

 

・Reference:Baggage Irregularities (Damage, Loss, Forgotten Items)｜JAL

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3. Preventive Measures to Avoid Trouble

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While it's important to know how to deal with problems when they arise, it's ideal to prevent them from happening in the first place. Here are some preventative measures to reduce the risk of baggage problems when preparing for your trip.

1.Add peace of mind with New Trip brand products

New Trip's "1101" suitcase is the perfect partner to alleviate these concerns. It is designed to withstand the harsh environment of airport baggage handling and thoroughly protect your travel belongings.

 

　・Impact-resistant, durable body: Impact from airline baggage handling is unavoidable. The New Trip 1101 features a body made of 100% polycarbonate for superior impact resistance and a reinforced aluminum frame to securely protect your belongings.

　・Reliable security: It uses a dial-type TSA lock, allowing you to check your luggage with peace of mind, even when locked, in many countries including the United States.

　・Supports smooth movement: Equipped with silent double casters that absorb shock, and a convenient stopper function for use on trains and inclines.

Enjoy peace of mind when checking in at the airport! Depart with the New Trip 1101 suitcase!

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.Other precautions

・Always carry valuables in your carry-on luggage: Do not check in valuables such as cash and electronic devices; always carry them with you in the cabin.

・Attach luggage tags securely: Attach multiple tags with your name and contact information.

・Add a distinctive mark: For simple suitcases, attach a colorful luggage strap or stickers so you can easily identify your bag.

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4. Summary

To prepare for baggage troubles, prompt reporting is crucial. If your luggage is missing or damaged, immediately contact airline staff and expedite problem resolution by utilizing online tracking systems and reporting deadlines. Reduce risks with preventative measures such as using sturdy suitcases like the New Trip 1101, identification straps, smart tags, carrying valuables in your carry-on, and photographing your luggage. By being fully prepared and responding calmly, you can enjoy your trip with peace of mind.
By
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By
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By GemPages
総合ガイド
Jun 05, 2025

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