Air New Zealand Lost Baggage: How to Get Compensated for Damaged & Delayed Bags

Written By Joanna Teljeur

Last Updated: April 22, 2024

You know that sinking feeling you get when your baggage doesn’t arrive in the reclaim area? Well, before you panic, we recommend you take a few simple steps. Not only will they help you resolve your lost baggage issue more quickly, but if you follow them, you could be able to win a baggage compensation claim. 

Key Points

1. Claim for up to approximately €1599 / AU $2,616 in compensation for Qantas baggage mishandling issues.
2. Specific timeframes are in place for making your compensation claim. Failing to submit within the specified times could result in your claim being denied outright.
3. Your air passenger rights for baggage mishandling issues are outlined and protected by the Montreal Convention.

Air New Zealand Lost and Damaged Baggage

If your baggage is lost or damaged when you arrive at your final destination, the first thing you need to do is file a baggage report. This is the most important step to take, and you should do this as soon as possible when you notice a baggage problem.

1. Look around the baggage reclaim area and locate the Air New Zealand Baggage Help Desk. If you can’t find it or if you’ve already left the airport, you can file your baggage mishandling report digitally on the Air New Zealand Website.
2. When you make your lost or damaged baggage report, you will have completed something called a Property Irregularity Report. It’s essential you keep record of this as well as the number associated with it called a PIR number. The PIR number is a 10 digit alpha-numeric code that you will need to trace your lost baggage, but you will also need this later on if you choose to file a lost or damaged baggage compensation claim.
3. If your baggage is damaged, try to make your report before you leave the airport, but if you only see the damage once you’ve left, you still have 7 days to make your report. Also, we recommend taking photos of your damaged luggage so that you have more evidence to support your baggage compensation claim.
   
   PRO TIP: Many airlines will call missing baggage “delayed” instead of lost until 21 days have elapsed, at which point they will consider it officially lost.
4. Next, you should proceed with purchasing clothing and toiletries, especially if your baggage is lost while you’re away from home. You can submit receipts for these necessary purchases to the airline for reimbursement.
5. Once you’ve completed these steps, wait for an Air New Zealand agent to contact you about your baggage delivery. You can also track the status of your lost baggage while you wait.
6. The final step is to lodge a complaint with Air New Zealand to receive compensation for your lost or damaged baggage. You can do this by completing the form on their complaints page or contacting them via email. You will need to provide them with all the supporting documentation including your File Reference or Property Irregularity report and the number as well as photos (for damaged baggage) and flight information.

When To File Air New Zealand Baggage Compensation Claim

As with reporting, you must make lost baggage compensation claims within certain time limits or your claim could be denied outright.

If you’ve had a domestic flight (without international connections) and your checked baggage was lost or damaged, then you have 30 days from the time of your flight to submit your baggage claim.

If you have flown internationally with Air New Zealand, and your baggage was damaged, then you have 7 days from the time you received your checked bags.

If you’ve flown internationally and your checked bags were lost, then you must submit your claim to Air New Zealand within 21 days from the time of your flight.

Your Rights for Mishandled Baggage

• For domestic Air New Zealand flights, your rights are protected by the Contract and Commercial Law Act 2017. 
• On international flights your rights for baggage mishandling are protected by the Montreal Convention.

How Much Compensation Can You Get

• For domestic flights with no international connections, you could be compensated up to approximately NZD $2,000 / €1,123 for mishandled baggage.
• For international flights, you could get up to approximately NZD $2,848 / €1,599 for delayed, lost, or damaged baggage.

While having your bags lost or damaged is an unpleasant and frustrating experience, you may find some peace of mind knowing that you could be eligible for compensation if this happens to you on an Air New Zealand flight. 

Have you had a cancelled or delayed flight with Air New Zealand? You could be eligible for flight compensation! To find out if your flight qualifies and how much compensation you could receive!

Early claims have an 72% higher chance of payout

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