Frequently
Asked Questions
Mishandled Baggage and Lost Items
How do I deal with damaged baggage or content? Damaged Baggage Content
If you find that the items in your check-in baggage were damaged, please approach the baggage office to report the damage and our staff will attend to your complaint.
Damaged Baggage
You should immediately approach one of our passenger service officers BEFORE you leave the airport. Details of the damage to your baggage will be recorded and you will be offered immediate assistance, if necessary.
Please note that we will not be responsible for:
- Damage to accessories and/or effects of wear and tear shall not be covered by us.
- Overpacked or unsuitably packed baggage and non-standard of luggage that are checked-in and accepted by MYAirline under “limited release” shall remove our liability if said items are damaged.
To avoid any unpleasant experience or further inconvenience during your trip, we would strongly recommend you to obtain adequate travel insurance cover before you fly.
Items Accidentally Left Behind
- Any items left behind at the screening and checkpoint will be kept in the possession of airport security. It will not be handed over to MYAirline staff.
- Any items that have been confiscated or removed due to security issues or for non-compliance with the airport rules will not be returned.
- Any items found at the airport terminal will be handed over to the airport authorities. Please proceed to the airport security office to ask for the whereabouts of the items left behind.
- Any items found onboard the aircraft will be forwarded to the lost property offices at the respective airports. If you misplaced an item onboard one of our flights, please approach the MYAirline lost & found office at the respective airport of your destination.
Delayed Baggage
Sometimes, your baggage will be delayed and will not arrive at your destination at the same time as you. This can happen for a number of reasons:
- Bad weather which delays loading and unloading
- Full flights with too much check-in baggage especially during the festive holidays
- Late check-in of baggage
Should your bag fail to arrive at the reclaim carousel after the arrival of the last bag, please check with our ground service personnel or representatives
What you should do?
Here is a step-by-step method of what you should do if your baggage is missing.
Step 1 – As soon as all baggage has stopped coming through the carousel, immediately approach one of our friendly passenger service officers at the airport before leaving the airport.
Step 2 – Provide the officer with your booking number or baggage tag that was given to you at the time of check-in to enable them to track your baggage.
Step 3 – A Property Irregularity Report (PIR) form will be given to you. Upon completion, you will be given a PIR number.
If your baggage is found, you or a friend will have to collect the baggage from the nearest airport.
If you wish to file a claim or an action regarding the delay of check-in baggage, you must notify us within twenty-one (21) calendar days from the date the baggage has been placed at your disposal.
Baggage declared Lost
Your Baggage will be declared lost after a period of 7 calendar days for Domestic travel, and 14 calendar days for international travel, from the date when the PIR is lodged. In order for us to process your claims, we will required the following : -
- Copy of passenger passport / ID
- Copy of passenger bank book / statement
- SWIFT/BCB/IBN code (for international transaction)
- An authorisation letter for 3rd party account (if proxy is nominated)
- Copy of 3rd party passport / ID (if proxy is nominated)
You will be contacted by our Central Baggage Tracing Office staff for further action.
The following contact details are for missing Baggage Enquiries only. No other enquiries will be dealt with at these numbers:
Kuala Lumpur (KUL)
Level 2, KLIA2