Hong Kong Airlines Lost and Found
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If you've lost an item during your Hong Kong Airlines flight or at the airport, Hong Kong Airlines is here to help. The Lost and Found service ensures you can easily report and recover your lost belongings.
Follow these steps to report and recover your lost items.
Delayed Baggage
If your baggage does not arrive on the conveyor belt, follow these simple steps to report and track your delayed baggage with Hong Kong Airlines:
Visit the Baggage Enquiry Counter in the Arrival Hall before customs clearance. Hong Kong Airlines staff will assist you with the process.
Provide details about your missing baggage. You will be given a baggage file reference number (e.g., HKGHX12345), which is different from your baggage receipt. Keep this number for future reference.
If you reported your missing bags at the airport, there is no need to take further action. Hong Kong Airlines is working to locate your baggage and will notify you when it is found.
You can also check the status of your bag online on Hong Kong Airlines website by using the baggage reference number to get real-time updates.
Note: Hong Kong Airlines is dedicated to resolving baggage issues as quickly as possible. Rest assured, the airline will keep you informed and do everything it can to reunite you with your baggage.
Lost Property
In case your item is lost, here’s what to do:
If you’ve left an item in the aircraft cabin, you can easily track it down using Hong Kong Airlines' Lost and Found system on Hong Kong Airlines website and follow the steps to report and locate your lost property.
For items lost at the airport, you will need to contact the respective airport's Lost and Found office. Since most baggage offices are in restricted areas, it’s best to ask the airport information desk to reach out to the Hong Kong Airlines office for further assistance.
To retrieve your lost item, you'll need to provide:
Your passport or ID card
The boarding pass for the flight where the item was lost
If someone else is picking up the item for you, they must present a signed authorization letter along with their ID. Please note that valuable items, such as money or business documents, can only be claimed by the passenger who lost them.
Note: Unclaimed items will be treated as abandoned property. Hong Kong Airlines will dispose of them at its discretion 30 days after the flight’s arrival date, with no prior notice. Hong Kong Airlines is not liable for items disposed of after this period.
For assistance, you can also reach out to specific Lost and Found offices at the following airports:
| Hong Kong Airlines Lost and Found Center Contact Information |
|---|
Japan Tokyo Tel: 81-476-33-2988 Osaka Airline North Bldg 3F Kansai International Airport Osaka, Japan Tel: 81-72-456-8743 Email: kix.bags@swissport.com Working Hours: 7:00 am - 12:00 am Nagoya Tel: 81-569-38-1195 Fukuoka Tel: 81-92-621-0303 Sapporo Tel: 81-123-29-6022 Sendai Tel: 81-022-382-0080 Okinawa 280 Kagamizu Naha-City Okinawa 901-0142 Tel: 81-98-840-1350 Working Hours: 8:30 am - 9:00 pm Hong Kong 6T016 Level 6 Terminal 1 Hong Kong International Airport Lantau Island Hong Kong Tel: 852-3902 9000 Email: satshk_lostandfound@satshk.com Working Hours: 7:30 am - 11:00 pm Taiwan Tel: 886-3-3517637 Korea Tel: 82-327442210 / 2262 / 2268 |
Damaged Baggage
If your baggage is damaged, please follow these steps to report the issue with Hong Kong Airlines:
Visit the Baggage Enquiry Counter in the Arrival Hall before customs clearance. Hong Kong Airlines staff or handling agents will assist you in filing a report for your damaged baggage.
Before leaving the baggage reclaim hall, ensure that your baggage is in good condition. If it is damaged, speak with the Baggage Service Counter staff and file a report before leaving the hall.
If you have already filed a report, you can follow up directly with Hong Kong Airlines Baggage Services for further assistance.
Hong Kong Airlines has partnered with luggage repair companies at major airports and offers door-to-door delivery for repaired or replacement baggage. If your baggage is beyond repair, compensation will be based on the condition and age of the baggage.
In cases where the report is filed after leaving the baggage reclaim hall, Hong Kong Airlines will only process a report for travel insurance claims.
If you need further assistance, you can contact Hong Kong Airlines Baggage Services:
| Hong Kong Airlines Baggage Services Contact Information |
|---|
Tel: +852 3902-9000 Fax: +852 3902-9039 Email: satshk_lostandfound@satshk.com Working Hours Monday - Sunday: 7:30 am - 11:00 pm |
Hong Kong Airlines is committed to handling damaged baggage cases efficiently and ensuring proper compensation or repair based on the baggage condition.
Notice of Baggage Liability Limitation
Hong Kong Airlines' liability for loss, delay, or damage to baggage is limited.
For international flights (including domestic segments of international travel), the Warsaw Convention may apply, with liability limits of 17 Special Drawing Rights (SDR) per kilogram for checked baggage and 332 SDR per passenger for unchecked baggage. If the Montreal Convention applies, the liability limit is 1,288 SDR per passenger for both checked and unchecked baggage.
Hong Kong Airlines is not liable for loss, damage, or delay of items that are prohibited under its General Conditions of Carriage for Passengers and Baggage. This includes fragile items, money, jewelry, electronics, medications, and other valuables, as well as dangerous goods and commercial items.
For full details, please refer to Hong Kong Airlines' General Conditions of Carriage for Passengers and Baggage on Hong Kong Airlines website.
For further information on lost and found inquiries, please contact Hong Kong Airlines Service Hotline at Tel:
+852 3902-9000 / +852 3916 3666.
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