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At SkyXpress, we take great care in handling your baggage. However, we understand that sometimes things don’t go as planned. Whether your luggage is damaged, delayed, or lost, we are here to assist you quickly and efficiently.

1. Damaged Luggage

If your luggage arrives broken, torn, dented, or with damaged/missing contents:

Self-Service Steps

  • Report the damage immediately at the SkyXpress Baggage Service Desk before leaving the arrivals hall.

  • Take photos of the damage and keep your boarding pass, baggage tag, and receipt if you had paid for extra services.

  • You may also file a claim via the SkyXpress website or mobile app under “My Trips → Baggage Claim.”

Escalation to Customer Service

  • If you could not report at the airport, contact SkyXpress Customer Care within 7 days of arrival.

  • Provide your flight details, baggage tag number, and photos of the damage to help us process your claim.


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2. Delayed Luggage

If your luggage does not arrive on your flight but is expected to arrive later:

Self-Service Steps

  • File a Property Irregularity Report (PIR) at the SkyXpress Baggage Service Desk before leaving the airport.

  • Use the SkyXpress app or baggage tracking tool on our website to monitor the status of your bag with your PIR reference number.

  • Keep receipts for any essential items purchased (toiletries, clothing) — you may be eligible for reimbursement.

Escalation to Customer Service

  • If your luggage has not been located within 72 hours, contact SkyXpress Customer Care with your PIR number.

  • We will escalate the search with our baggage handling team and keep you updated.

 

3. Lost Luggage

If your luggage cannot be located after a reasonable period:

Self-Service Steps

  • Track your baggage status online using your PIR reference number.

  • After 21 days, or if the baggage is officially declared lost, you may submit a claim for compensation via the SkyXpress Claims Portal.

Escalation to Customer Service

  • Contact SkyXpress Customer Care if your bag is still unaccounted for after 72 hours, or immediately if you require urgent support.

  • Our team will guide you through the claim process, including required documents (ID, boarding pass, baggage tag, receipts for lost items).


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Helpful Tips

  • Always keep your boarding pass and baggage tag until your luggage has safely arrived.

  • Add a name tag or unique identifier to your bags to make them easier to locate.

  • For faster processing, use the SkyXpress app to file and track all baggage reports.

 

✨ Reminder: SkyXpress is committed to resolving baggage issues with care. If you ever feel your concern is not being addressed through self-service, please escalate to SkyXpress Customer Care — we’re here to help.

Keywords: Luggage Handling, Damaged, Delayed, luggage