Passenger Guide: What to do if baggage goes missing or damaged

Air travelers experiencing baggage issues upon arrival should avoid panic and instead follow a systematic process to document and report the problem. The key is to act quickly before exiting the airport terminal, as this significantly strengthens any subsequent claim for compensation or recovery.

Passengers should immediately report missing or damaged baggage to the airline's ground handling team at the baggage claim counter. It is essential to obtain and retain the Property Irregularity Report (PIR) number, which serves as the official reference for tracking the case. This document becomes the primary evidence in any dispute resolution process.

Travelers should also preserve receipts for any essential items purchased as replacements due to missing baggage, as these expenses may be covered under airline compensation policies. Different airlines have varying coverage limits and procedures, so understanding the specific carrier's baggage policy before traveling can help expedite claims. Most Indian carriers and international airlines operating in India are required to follow guidelines set by the Directorate General of Civil Aviation (DGCA) regarding baggage liability.

Once formal complaints are filed, passengers can track their cases through the airline's customer service portal using the PIR number. Persistent follow-up is often necessary to ensure resolution within the stipulated timeframe. In cases of unresolved disputes, travelers can escalate complaints to the airline's grievance redressal cell or approach consumer protection authorities.