If your baggage didn’t arrive on the same flight as you, report it before leaving the airport. Our airport representatives are available to assist you.

Please remember to report the baggage delay to our representatives at the airport or via the self-service portal MyBag. This must be done at the airport.

If you choose to report via MyBag, make sure to:

• Provide accurate contact and baggage details.
• Have your travel documents and baggage tag ready.
• Include your full travel route.

Once you've reported your delayed baggage, you’ll be given a Property Irregularity Report (PIR) with a unique file reference (e.g. OSLDY12345).  Please keep this in a safe place.

You can use the file reference in your Property Irregularity Report to track your delayed baggage online.

When we locate your baggage, we’ll contact you to arrange pick up or delivery.

Within the first 5 days, our airport representatives coordinate the search for your bag. You can contact them for information – contact details can be found on your Property Irregularity Report.

After 5 days, our Baggage Department takes over the search from the airport.

If you need to buy toiletries and other essential items that were packed in your checked baggage – or hire a crucial piece of equipment because yours is delayed – you can claim for these costs within reasonable limits.

• Make sure you keep the original receipts and Property Irregularity Report – you’ll need these for your claim.
• Claims for essential items must be made within 21 days from the time your baggage is made available to you.