We usually reply within 1 working day (Mon-Fri, 9am-5pm) 😊
Customer Care Team
Hi there
How can i help you today?
Start Whatsapp Chat
Locate your nearest vet with the new Oyen Vet Finder!
Find Vet Now

What should I do if the airport/airline loses my luggage?

Expert for this article

✈️ Are you travelling soon?

Your phone number
Share your joy with us to get a special promotion ✨

Choose your destination
Period of travel
Thank you!

You will receive a special promo in your email by next week.

Do also check out
Oyen Travel Insurance!
Ooops! Did you forget to fill up a field? :)

Travelling can be one of life’s most enjoyable and memorable experience, but it can also be a pain, especially when things don’t go according to plan. A common situation that can happen to even the most seasoned travellers is when your airline loses your luggage.

Here’s what you can do if you find yourself in that situation:

Step 1: Do not panic 👍

Take a deep breath, it’s going to be okay. Most airlines have a baggage tracking system that allows you to track your luggage. If your luggage does not show up on the airport luggage carousel, go to your airline’s baggage counter and report it as missing.

Step 2: Fill out a Property Irregularity Report (PIR) ✏️

Fill out a PIR form with the airline staff. This form helps the airline track down your luggage and lets them know what to look for. It’s important to provide identifiable details of your luggage such as colour, size, contents, etc.

Step 3: Keep your documents and receipts 💼

Make sure to keep all your travel documents (such as boarding pass, baggage claim tags), any copies of reports made (including tracking number and correspondence with the airline), as well as any receipts for essential items you need to buy (like toiletries or clothes).

Step 4: Follow up with the airline 🛂

Check with the airline frequently about the status of your missing or delayed luggage. Be sure to provide your contact information in case they find your luggage.

Step 5: Make a claim 💰

After a certain number of days (depending on the airline’s policy), your luggage could be lost for good. In this instance, you may be entitled to compensation from the airline. Be sure to have copies of all the relevant documents and receipts needed.

What if my request for compensation is denied?

Step 6: Contact your travel insurance provider 📞

This is where travel insurance comes in. If you have a policy that covers for lost luggage, contact your insurance provider to file a claim within the 30 days grace period. Make sure to provide all the necessary information, including all the documents and receipts related to the lost luggage. If your airline approves/denies any compensation, it is also important for you to include that when filing for a claim under your insurance policy.

With Oyen Travel Insurance, we can cover you up to RM10,000* for your lost luggages, and more specifically, you can be covered up to RM500 for a set of articles, up to RM2,000 for your notebook, and up to RM500 for a single suitcase or trunk.

It’s important to note that the coverage is also subject to exclusions. For example if your luggage is lost due to natural wear or tear, or your airline compensates you for your lost luggage, the policy will not be able to cover for the loss. As with any insurance policy, it’s essential to read the terms and conditions of your policy wording.


Losing your luggage can be frustrating, but make a report ASAP, keep copies of your report, and be persistent!

🎈 Have a safe travel and have fun!

p/s: If you have questions about Oyen’s Travel Insurance plans, need more travel tips, or just have more questions about our Policy Wording, you can WhatsApp us at +601154211275 💬

*Policy terms and conditions apply.

For the full policy coverage, please refer to Oyen Travel Insurance's policy wording.