Delayed, lost and damaged baggage

We strive to return your baggage safely after your flight.

If it's delayed, lost, or damaged, head to the relevant section of this page to find out what to do next.

Orange suitcase sits on a baggage collection carousel with some boring grey suitcases.

Report delayed baggage

Bag didn't arrive? Report this via our form and we'll do our best to find where your bag is.

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A man's hands attaching a bag tag to the handle of a black suitcase.

Track your baggage

Once you've reported your bag, track it using your unique number.

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An orange carry-on suitcase stands alone at the airport in front of a departures info board, bound for a Jetstar flight

Claim lost baggage

If after 7 days your baggage has not been found, your baggage can make a claim for compensation.

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Young Jetstar passenger collects a guitar case at the oversized baggage carousel.

Claim damaged baggage

If you believe your bag has been damaged in transit, you can check the criteria for making a compensation claim.

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Smiling little girl stands in the aisle, about to take her seat on board a Jetstar plane. She is holding a teddy bear.

Lost property

If you've left something on the aircraft, you can report this and we'll do our best to find it.

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Report delayed baggage

If you arrive at your destination but your checked baggage has been delayed, you can report this via our delayed baggage form. If you need any assistance with completing this form, please approach our Jetstar service desk before leaving the airport, or contact us within the given time limits. You can report delayed or lost baggage up to 21 days from the day it failed to arrive.
Report delayed baggage

Tracing delayed baggage

After reporting your delayed baggage, you will receive a Worldtracer baggage reference number via email. You can use this reference number to check the status of your delayed bag or update your details online. If you supplied your phone number and/or email at the airport, we'll also phone or email you when we have an update on your baggage's location.
Check delayed baggage status

Lost baggage claims

If you need to make a claim for loss or reimbursement of the cost of essential items, such as toiletries, click on the Contact us button below. Please provide all relevant details, including details of your booking, flights, contents of your baggage and receipts detailing your loss. Claims can’t be assessed without all 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

If you need to make a claim for damaged baggage, click on the Contact Us button below. For a proper assessment of your claim, you’ll need to provide photographs of the damaged item and where necessary, a formal quote for repairs from an authorised luggage repairer. Baggage tags should not be removed as they are required for a damaged bag claim. After assessing your claim, we will 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 we are not liable for damage that occurs due to an inherent defect, quality or vice of the baggage or due to wear and tear. This may include:
  • cuts, scratches and dents;
  • damage to retractable or fixed luggage handles;
  • external items missing from bag, e.g. wheels, feet, locks, zipper and zipper tabs, straps or name tags;
  • damage as a result of over-packing;
  • items unsuitably packed for transportation (this includes oversized items such as sporting equipment and musical instruments)
except to the extent required by law. There are certain items that must not be included in checked baggage, such as fragile, valuable or perishable items. If you carry items in breach of the Jetstar Conditions of Carriage, Jetstar will use all available defences against any claim in respect of any damage, loss or destruction of those items.

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 ask our Baggage Services team if your items have been handed in.
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