We know your baggage is important to you, so we do our best to make sure that you get it back on time and in the condition we received it.

If on arrival you discover that your checked baggage has been delayed or damaged, please report the mishandling to the Jetstar Baggage Services desk or service desk before leaving the airport.

If you want to make a claim, you need to report any mishandling within the time limits imposed by those international conventions or local laws that govern airline liability. The current time limits are:

Australia, New Zealand and Japan domestic flights

  • 3 days for damaged checked baggage
  • 21 days for delayed or lost checked baggage
  • 3 days for carry-on baggage

Domestic Vietnam flights

  • 7 days for damaged checked baggage
  • 21 days for delayed checked baggage

All international flights

  • 7 days for damaged checked baggage
  • 21 days for delayed or lost checked baggage

Once you've received your delayed baggage reference number, you may check the status of your delayed bag or update your details online. If you have provided a current contact telephone number and/or email address when reporting the delay at the airport, we'll telephone or email you when we have an update on your baggage's location.

Lost baggage claims

If you need to make a claim for reimbursement of expenses or loss you'll need to make your claim in writing via our baggage enquiry form. Please provide all relevant details, including details of your booking, flights, contents of your baggage and receipts detailing your loss. Your claim will not be able to be assessed without these details. 

Jetstar's liability for lost baggage and delayed baggage expenses is limited by international convention and local laws, please see the Jetstar Conditions of Carriage for details.

Damaged baggage claim

You’ll need to provide repair quotations and photographs of the damaged item for proper assessment of your claim. After assessing your claim we may choose to pay for the replacement or repair of the damaged item at our discretion based on the information you provide and in line with the relevant liability limits on compensation. Please see the Jetstar Conditions of Carriage for details.

Please note that depreciation, wear and tear may apply to your claim.

Lost property

While we can't take responsibility for any items you may have left on board one of our aircraft or within the airport terminal, you can contact us to enquire if your item has been located via our baggage enquiry form.

Contact numbers

For delayed, lost or damaged baggage:


001 803 852 9778 toll free, Indosat customers only, English only

Calling from outside Indonesia:


1800 687 374 toll free


4001 201 451 toll free


0570 550 538 charges apply, press 2 for English

050 3163 8538 charges apply, PHS devices only

New Zealand

0800 700 730 toll free


800 852 3632 toll free


00801 856 694 toll free


001800 611 2961 Thailand only


1 866 562 4240 toll free, includes Hawaii