At Baggage Claim Areas

Order and priority for unloading is determined by the cabin class flown and loading position. Please allow 10-50 minutes for your baggage to be delivered to the claim area.

To ensure that you don’t take someone else’s identical or similar-looking luggage by mistake, please double-check the tag number on the suitcase to make certain it is the same as the one on your baggage receipt before you take it from the conveyor.

Delayed

In the event that you arrive at the destination without your checked baggage, please let us know straight away and be assured that we will do everything possible to assist you. We apologize for the mishandling of your baggage and will do our best to trace your baggage and deliver to you as soon as possible.

Tracing

We will initiate the tracing of your baggage through our worldwide computerized tracing system and will keep your informed of the status of your baggage. If you need any assistance, please contact our local airport office or check the search status using the Worldtracer system. To facilitate the search, please have the File Reference number ready.

View the status of your missing baggage

Airport Contact Address

Baggage Delivery

We will notify you as soon as your baggage is located and will deliver it to the address you specified, subject to local customs regulations.

Damage

Normal use of your baggage may result in scratches, marks and dents on your baggage and in other minor damage. We are not liable for this.

If you discover other, bigger kinds of damage to your baggage, please report this to us as soon as you arrive. Or you can send a written notice to Customer Care within 7 days after arrival.

Send an e-mail to Customer Care

If something is missing from your checked baggage

If any contents of your baggage are missing as a result of damage or theft, you should report this immediately after arrival at the Baggage Service at the airport.

Theft that has not been reported when you arrived can be reported to Customer Care within 7 days of your arrival. After this period we can no longer accept a report for processing.

Send an e-mail to Customer Care

Baggage Compensation

• LOSS
  For international travel, according to Warsaw Convention, liability for loss of checked baggage is limited to USD$20.00 per kilogram (2.2lb) unless a higher value has been declared in advance and excess value charges have been paid.
  For domestic travel, according to Peraturan Pemerintah Republik Indonesia (PPRI) No.40 tahun 1995; liability for loss checked baggage is limited to IDR 100,000 per kilogram unless a higher value has been declared in advance and excess value charges have been paid.
  
  
• DAMAGE
  GA and its agents had exercised due diligent care to handle all baggage. Nevertheless, damage might happen under some certain circumstances. GA works with luggage repairmen at major airport. These services provide door-to-door delivery of repaired or replacement luggage. GA is responsible for appropriate repair or replacement costs.
  If your baggage is beyond repaired, the age of possessions may be taken into account. GA will compensate based on market value and depreciation of the damage luggage.
  Please be reminded that the primary function of luggage is to protect its contents. Some damage may be in connection with the nature of the baggage or its contents. GA must refuse certain kinds of damage, in accordance with international rules, as described below, if you have any personal insurance to cover the damage, GA would be glad to provide necessary documentations:
  
  1. Minor damage of protruding parts such as wheels, feet, straps, locks, extending handles, hanger hooks, loose flaps, pockets or any kind of attached item.
  2. Minor dents or scratch or torn on baggage
  3. Internal damage and damage cause by contents
  4. Damage to oversized/over-packed bags
  5. Cardboard boxes and other packing containers not suitable for carriage
  6. Baggage with Limited Release Tags
  7. Baggage with inadequate packing
  
  
• CABIN  BAGGAGE
  Cabin (unchecked) baggage includes items that you carry with you into the aircraft cabin and keep under your custody throughout the flight. GA is not liable for any loss of or damage to cabin (unchecked) baggage unless such loss or damage is caused by GA’s negligence. Under such a circumstance, GA’s liability is limited to US$400 per passenger for international flight and
  IDR 1,000,000 for domestic flight.

Please remember that Garuda Indonesia is not liable for loss, damage, or delay in delivery of perishable property and baggage with inadequate packing, nor for damage to or damage caused by fragile articles, liquids, or perishables, nor the loss of, damage to, or delay in delivery of medicines, orthotics (medical support devices), money, jewelry, silverware, negotiable papers, securities, business/personal documents, spirits, books/manuscripts, optics, keys, publications, blueprints, paintings/works of arts, sound reproduction equipment, business samples, artistic items, irreplaceable items, photographs, business equipment, natural fur product, antiques, heirlooms, collectibles, artifacts, precious metals/stones, photographic/audio/video equipment and related items, computer hardware/software or electronic components/equipment.

Unclaimed Baggage

• CHECKED BAGGAGE
  As a passenger, you are entitled to pick up your own baggage at the airport baggage claim area. This designated baggage claim area could be at a stop-over airport or at the terminating airport.
  If your baggage is not picked up, GA will store it for 05 days after that will be sent to Central Baggage Tracing & Prevention in Jakarta for 90 days. If a passenger fails to claim baggage within 90 days, its disposal is subject to GA’s discretion.
  Please click here for more information about unclaimed baggage at the airports of Garuda Indonesia serves.
  
  
• UNCLAIMED PROPERTY
  Depending upon what it is, unclaimed property found in the cabin will be held by the baggage service for 05 days after that will be storage at Central Tracing & Prevention in Jakarta for 30 days. If a passenger fails to claim property within 30 days, its disposal is subject to GA’s discretion. If you have found personal items that have been left behind in the aircraft cabin, please contact the GA baggage office immediately.