Michael Turner
Direct recommendation: Go to the carrier’s baggage service desk at the airport before you leave the terminal and file a Property Irregularity Report (PIR). Present government ID, boarding pass and the checked-bag tag; request a written reference and a copy of the report for your records.
Record the PIR reference and the tracing code (WorldTracer or the operator’s tracking number) and monitor updates online or by phone. Typical tracing windows extend up to 21 days; if no reunion occurs within that period the item is commonly declared permanently missing and formal compensation procedures begin.
Keep originals and copies of boarding pass, bag tag and the PIR, plus all receipts for emergency purchases (toiletries, clothing, accommodation) – these receipts are necessary for reimbursement claims. File a written claim with the carrier’s claims department according to industry time limits: damage claims generally require notice within 7 days of receipt, delay-related claims usually within 21 days. For cases declared permanently missing, liability under the Montreal Convention is limited (approximately 1,288 SDR per passenger); statutory actions are typically available for up to 2 years.
If the handling agent locates your suitcase they will either arrange delivery to an address you provide or hold it at secure airport storage for pickup. Confirm pick-up hours, acceptable ID and how long the item will be stored – common holding periods range from 7 to 21 days depending on the operator and airport. For in-person retrieval bring the PIR reference, ID and the original bag tag.
If you cannot collect in person, authorize a representative in writing: include a signed authorization letter, a copy of your ID and the representative’s ID; check whether the operator demands notarization. Log every call and message with dates, names and reference numbers to support any later claim or appeal.
Retrieve Misplaced Bags at the Carrier’s Facility
Go to the carrier’s baggage service office at the arrival terminal with your boarding pass, baggage claim tag, photo ID and the PIR (Property Irregularity Report); request the exact storage location and the expected release time.
Most carriers require the claimant to present original ID plus the matching claim tag; for third-party pickup provide a signed authorization letter, a photocopy of the passenger’s ID, the claim reference number and a copy of the ticket; staff may refuse release without those documents.
International arrivals: items remain under customs control until cleared; do not attempt retrieval prior to customs exit. If the bag is located at an overseas station or connecting hub, request either delivery to your address, shipment to the arrival airport, or permission for a local pickup arranged by the carrier’s ground handling agent.
Retention periods vary by carrier and airport: same‑day release is common when located onsite, 24–72 hours typical for nearby stations, while central storage facilities may retain items for 7–21 days before return-to-sender or disposal; obtain the retention deadline and file any formal claim within that window.
When you retrieve the item in person, ask for a signed release receipt that lists contents and condition; if the carrier delivers, request proof of delivery and condition photographs; keep all receipts for interim purchases and use them in any compensation claim.
If you receive no response within 48 hours, escalate to the carrier’s customer relations team, involve airport ground handling management and consider submitting a complaint under the Montreal Convention or the carrier’s contractual conditions; preserve all correspondence and reference numbers.
Where to go at the airport to retrieve delayed or misrouted baggage
Go directly to the carrier’s baggage service desk in the arrivals hall with boarding pass, baggage tag stubs and a photo ID.
Primary counters to visit
Baggage service office (BSO): this is the first stop for locally handled delays and misroutes. Provide tag numbers, flight details and a clear description of the item; request a Property Irregularity Report (PIR) and write down the PIR reference.
Ground-handling agent counter: at many airports a handling company, not the ticketing desk, manages physical items. Ask for the handler name, office location and a direct phone number.
Transfer / interline desk: if the item failed to transfer to a connecting flight, this desk traces interline movements and arranges onward delivery or airport pick-up.
Terminal customer service or operations: use this desk when you cannot locate the BSO or handler; they will point to the correct office and note terminal-specific pick-up rules.
Central unclaimed-property or cargo facility: items held longer or requiring special clearance are often moved here; confirm opening hours and security ID requirements before traveling to that facility.
What to bring and what to ask
Carry original travel documents, the numeric baggage-tag sequence, passport, a contact phone and the address where you want the item delivered or where you will pick it up. Prepare a brief written description: brand, colour, size, unique marks and estimated contents.
Ask the desk agent for the PIR reference, handler name, expected location (terminal or cargo), estimated arrival window (domestic: 24–48 hours; short international: 48–72 hours; longer routes may take 3–7 days) and a direct contact number. Record the agent’s full name and a file or claim number.
If the item is being held for customs inspection, report to customs control at the terminal and present paperwork requested by the handling agent before access is granted.
If the trace shows the item at a different airport, request an interline trace code, a delivery option (hotel, postal service or airport pick-up) and a target delivery window. If you cannot wait, request permission and exact pickup location so someone else can retrieve the item on your behalf with the required ID and paperwork.
Which documents, baggage tags and reference numbers you must present to retrieve your bag
Present the exact items below at the carrier baggage service counter; without them retrieval will be delayed or denied.
- Government photo ID (original): passport for international travel, national ID for domestic. Name must match the booking record.
- Boarding pass or e‑ticket receipt: bring the physical boarding pass or a screenshot of the boarding pass barcode. E‑ticket number is a 13‑digit number (example format: 123-1234567890).
- Booking reference / PNR: 6‑character alphanumeric code found on confirmation emails and boarding pass (example: ABC123).
- Baggage tag stubs / coupons: the paper tag stapled to your boarding pass or the detachable receipt showing the bag tag number and barcode. Tag numbers are usually 9–13 digits or an alphanumeric string; carriers use that exact number to match the physical bag.
- PIR / irregularity report reference: the report issued at the airport desk when a bag is reported missing; the PIR number (often 8–12 characters) is the main tracing reference–present the printed report or the email/text confirmation containing that code.
- Flight number and travel date: include origin/destination airport codes and scheduled arrival time to speed up lookup.
- Receipt(s) for declared value or paid fees: proof of checked‑baggage fees, excess weight charges or declared value purchase used in damage/compensation cases.
Bring these supporting items if they apply:
- Proof of ownership for high‑value contents: receipts, serial numbers, photos of the item and the item on the baggage packing list or purchase invoice.
- Police report: required if theft or criminal damage is alleged; present the report number and a copy of the filing.
- Third‑party pickup authorization: signed and dated letter naming the person who will pick up, plus a photocopy of the passenger’s ID and the collector’s ID; carrier staff will verify both IDs and may require a witness signature.
- Digital proofs: saved emails or screenshots of the PIR, booking confirmation, boarding pass barcode and bag tag barcode accelerate processing if paper copies are missing.
- Check the bag tag number immediately after check‑in and photograph the tag stub (barcode and numeric code) – carriers trace by that exact code.
- If you no longer have the tag stub, present booking reference + photo ID + PIR reference; expect longer search times and additional identity checks.
- Request a printed receipt at handover that shows the bag tag number, time, staff name and signature; keep that until the case is fully closed.
Quick format guide: PNR = 6 alphanumeric characters; e‑ticket = 13 digits; PIR/tracing reference = typically 8–12 alphanumeric characters; bag tag number = 9–13 digits or a mix including airport code. Keep screenshots and paper copies until the item is back in your possession. For unrelated maintenance or cleaning tools you may need after handling soiled contents, see best pressure washer for drain cleaning.
Pick up baggage directly at the carrier before transfer to the central property office
Go immediately to the carrier baggage service desk in Arrivals and request a direct handover; present passport or government ID, boarding pass, and the bag tag number shown on your receipt or PIR (Property Irregularity Report).
Permissions and timing: if tracking shows the item is still at the airport carousel or in the carrier’s local storage, most operators allow passenger retrieval within a 2–24 hour window after flight arrival. If the item has been dispatched to a sorting hub, retrieval will occur only at the central property office and requires an interfacility request.
At security checkpoints, items presented for handover will be screened; if an item contains restricted goods it will be seized and not released to passengers. If a third party will pick up on your behalf, bring a signed authorization letter, photocopy of your ID, and a copy of the bag tag/reference.
| Situation | Where to go | Required documents / numbers | Typical action time |
|---|---|---|---|
| Item remains at arrival hall | Carrier baggage service desk (Arrivals) | Passport/ID, boarding pass, bag tag number, PIR | Immediate to 4 hours |
| Item in carrier local storage (airport) | Carrier local storage office | Same as above; signed authorization if proxy | 2–24 hours |
| Item routed to sorting hub or depot | Central property office or depot (airport-owned) | PIR, ID, proof of ownership; depot appointment often required | 24 hours to several days |
| Item flagged for security or customs | Security/customs office at airport | Official documents, possible inspection; may be retained | Variable; may prevent release |
Practical tips: photograph bag tag and receipt at the check-in desk, note the PIR/reference immediately, and save carrier phone and email details. If you will travel onward by rail, review best luggage type for train travel to choose a bag that’s easy to retrieve and carry. For an unrelated household tip, see best way to grow cucumbers in a greenhouse umbrella.
How to arrange pickup at carrier cargo, storage or third‑party facilities and who pays
Request immediate transfer to the carrier cargo depot and either schedule a pickup appointment within 24–48 hours or ask for door delivery to your address.
Contact the carrier’s cargo or baggage operations desk by phone and email, quote the Property Irregularity Report (PIR) number, flight reference and booking code, and demand a written cargo‑release authorization with a unique reference. Confirm the depot address, opening hours, appointment rules and any ID or tag requirements before travelling to the facility.
Most cargo and third‑party handlers require an appointment and will not release items without: the carrier’s release reference, government ID and the original bag tag number. If the depot asks for a payment guarantee, request the handler to accept direct billing to the carrier or supply a formal invoice that names the carrier as liable; do not sign any document that waives your right to reimbursement.
Who pays: if the carrier misrouted or mishandled your baggage, the carrier is normally responsible for reasonable storage and delivery costs. Expect exceptions: bonded warehouses, customs duties, quarantine treatment or fees arising because you missed the depot appointment may be billed to you initially; obtain receipts and submit them for reimbursement through the carrier’s claims process. If you choose an expedited courier service at your own request, you will likely pay up front and must seek repayment later with itemised invoices.
Third‑party handler fees vary by country and facility: typical handling charges range roughly US$25–150 for release/processing; daily storage commonly begins after a 24–72 hour free period and then runs about US$5–50 per day depending on size and airport. Bonded storage and customs brokerage attract separate tariffs and local VAT or import duties; those are usually the passenger’s liability unless the carrier agrees otherwise in writing.
For international cases, expect customs formalities: handlers will require a power of attorney for clearance if the carrier requests third‑party clearance, and customs fees/duties must be paid before release unless the carrier arranges payment. Ask the carrier beforehand who will present the customs invoice and how reimbursement will be handled.
Practical actions to secure reimbursement: 1) get the carrier’s written promise to pay or direct‑bill the handler; 2) retain original invoices, boarding pass, bag tags and the PIR; 3) photograph packaging and condition at pickup; 4) submit receipts to the carrier’s claims team within the carrier’s published deadline and keep copies; 5) escalate to the national civil aviation authority or small‑claims court if the carrier refuses reasonable repayment.
Tip: if on a tight schedule, request carrier‑arranged delivery rather than attending the depot; carriers frequently arrange doorstep courier service and will either dispatch free of charge when at fault or provide explicit billing instructions when costs must be claimed back.
Deadlines and holding periods: when the carrier will release or dispose of unclaimed baggage
Obtain the carrier’s written holding period and final disposal date at the moment you file the Property Irregularity Report (PIR); insist on a copy of the PIR plus a retrieval reference and a contact name.
Typical timelines: active location and redelivery attempts occur in the first 24–72 hours. Domestic misroutes are often resolved within 3–7 days; international cases commonly take 7–21 days. If no delivery is possible, items are usually moved to a central lost‑and‑found or third‑party warehouse within 7–14 days.
Storage and handling charges: carrier tariff rules and airport policies list fees. Expect local airport storage rates in the range of $3–$25 per day for small items and pallet/warehouse charges of roughly $50–$150 per month for long‑term custody. Request an itemised invoice and a written schedule of fees before any payment.
Immediate disposal rules: perishable goods are destroyed within 24–48 hours; hazardous or biohazardous material is discarded immediately for safety and regulatory reasons. Non‑perishables normally enter a retention period of 30–90 days depending on local law and carrier policy; after that many operators transfer items to municipal lost‑property, public auction, or lawful destruction.
High‑value items and legal steps: cash, jewellery, passports and electronics are logged separately, often retained longer and frequently handed to police evidence or customs depending on jurisdiction. For valuable articles file a police report and keep copies of all documentation; challenge any planned disposal in writing and request proof of chain‑of‑custody.
Statutory claim windows and documentation: check the carrier’s conditions of carriage and applicable international rules (e.g., Montreal Convention) for monetary claim deadlines–these typically range between 7 and 21 days for damage/delay claims. Preserve boarding passes, tickets, PIR, baggage tags and purchase receipts; missing documentation can void entitlement to reimbursement.
Action checklist to avoid disposal: ask for written confirmation whenever property is transferred to a storage facility or auction house; note the transfer date, storage address, contact person, fee schedule and the firm final date after which disposal will occur; for cross‑border cases verify local retention laws and register a police report to extend holding while disputes are resolved.
FAQ:
Can I collect lost luggage directly from the airline at the airport?
Yes — if the airline has located your bag at that airport you can usually pick it up at the airline’s baggage service or lost-and-found desk. Bring a government ID and your baggage claim tag or PIR (property irregularity report) number. If the bag is held by customs or located at a different airport, the carrier will explain whether release at your location is possible or if they will arrange delivery.
What documents and proof will I need to retrieve my missing suitcase?
You should bring a valid photo ID, boarding pass and the baggage claim stub. Have the airline’s reference number for your lost-item report ready (PIR or tracking number). Photographs of the luggage and a description of contents help establish ownership. For high-value items or international returns, invoices or receipts and any required customs paperwork may be requested. If you cannot attend in person, a signed authorization and a copy of your ID are usually required for a third party to collect it.
Can someone else pick up my baggage for me, and what steps make that work?
Yes, many airlines allow an authorized person to collect your bag. Provide a written authorization signed by you that includes your full name, booking reference, and bag description, and include a copy of your ID and the collector’s photo ID. Some carriers have a specific release form to complete; others insist on notarization for high-value items or for international collections. Always check the airline’s policy and confirm any extra requirements before sending someone.
How long will the airline keep my unclaimed luggage before it’s moved or disposed of?
Retention periods differ by carrier and airport: many airlines hold bags from a few weeks up to three months. After that time unclaimed items are often transferred to a central lost-property facility, sold at auction, or donated, depending on local regulations and airline policy. Storage charges can accrue while the item is held, so contact the airline promptly to learn their specific timeline and fees.
Will I need to pay fees to get my lost bag back?
It depends. If the airline returns a located bag to you at the airport, there is often no retrieval fee, but delivery to another address can carry a charge. Storage fees may apply if the item was held for a period, and international returns can trigger customs duties or import taxes. If your luggage was delayed and you bought essentials, keep receipts and submit them with a claim to the airline under their delayed-baggage policy. Check the carrier’s tariff and baggage rules for exact charges and reimbursement limits.
