Baggage Claims Policy

If there is any disagreement regarding the interpretation of this Baggage Claims Policy, this English version shall take precedence over versions in other languages.

For many international journeys — including domestic portions of international journeys — air law conventions will govern your claims. Where the Warsaw Convention applies, our liability is limited to 17 Special Drawing Rights per kilogram for checked baggage and 332 Special Drawing Rights per passenger for unchecked or cabin baggage. Where the Montreal Convention applies, the applicable liability limit is 1,519 Special Drawing Rights per passenger for both checked and unchecked baggage. The conversion rate of a Special Drawing Right, as defined by the International Monetary Fund, fluctuates and can be found at http://www.imf.org.

These limits of liability will not apply to damage to your baggage if you can prove that the damage resulted from an act or omission by us or our agents, carried out either with the intention to cause damage or recklessly and with knowledge that the damage would likely result, and that the act or omission occurred while our employees or agents were acting within the scope of their employment.

Claim exclusions

Please note that we are not liable for:

• Damage to unchecked / cabin baggage, including personal items carried in the aircraft cabin, unless caused by our negligence or that of our agents.
• Damage caused by your baggage or items contained within it. You are responsible for any damage your baggage causes to other people and/or their property, including our property, and shall indemnify us for all losses and expenses incurred as a result.
• Damage resulting from the inherent defect, quality or vice of your baggage.
• Fair wear and tear resulting from the usual rigours of air transportation, such as scratches, scuffs, dents and/or dirt.
• Damage to protruding parts of your baggage such as wheels, stand, handles, pull straps or telescopic handles, hanger or hooks, loose flaps, pockets or loosely attached items, zipper, zipper pull, built-in lock on luggage, cup holder
• Damage to baggage accepted with a limited release tag.
• Damage resulting from unsuitable packing, including overpacking or the use of carton boxes, or from items placed inappropriately in checked baggage.
• Damage to baggage caused by delay, where we can prove that we and our agents took all reasonable measures to avoid the damage or that it was impossible to take such measures.
• Damage caused by your own negligence or wrongful act or omission.

Items excluded from claims

Except for checked or unchecked baggage carried in the course of international carriage as defined by the Warsaw or Montreal Conventions, or where carriage by air laws in a non-convention jurisdiction specify otherwise, we are not liable in any way for loss of, damage to or delay in the delivery of certain high value or vulnerable items included in your baggage — both checked and unchecked baggage— which are listed as prohibited in our ticket notices and Conditions of Contract and / or Conditions of Carriage (https://www.hkexpress.com/en-HK/Legal-and-Privacy/Conditions-of-Carriage-for-Passengers-and-Baggage).

If your checked baggage does not arrive on the baggage carousel or at the designated collection point, please contact our Baggage Service Staff at the baggage reclaim hall before proceeding to customs. Our staff will assist you in filing a delayed baggage report. You may check the status of your baggage using the tag number provided at check-in or the reference number on your delayed baggage report.

Please report any baggage delay before leaving the baggage reclaim hall, as this allows us to begin locating your baggage as quickly as possible. If no irregularity is reported to our Baggage Services Staff upon arrival, the baggage will be considered to have been delivered normally. Any subsequent claim may be rejected or compensation limited.

If you have purchased travel insurance, a claim should also be submitted to your insurer. Upon request, we can provide a report for travel insurance purposes.

In most cases, we will deliver your baggage to your address as soon as it is retrieved. Please ensure we have your correct address before you leave the airport. Depending on local regulations and delivery coverage, we may require you to collect your baggage at the airport where it was delayed, or have it forwarded to the nearest airport for collection.

If your checked baggage is delayed by at least one night while you are travelling away from home, you may submit a reimbursement claim for reasonable expenses incurred in purchasing essential items such as undergarments, personal care products and toiletries. Claims must be reasonable in amount, and itemised receipts must be provided for assessment. Expenses for luxury items or items you would normally have at home will not be reimbursed.
 

Before you leave the baggage reclaim hall, please check that your baggage is in good condition. If you find any damage, report it immediately to our Baggage Service Staff before proceeding to customs. Our staff will assist you in filing a damaged baggage report.  If no irregularity is reported to our Baggage Services Staff upon arrival, the baggage will be considered to have been delivered normally. Any subsequent claim may be rejected or compensation limited.

If you have purchased travel insurance, a claim should also be sent to your insurer. Upon request, we can provide a report for travel insurance purposes.

Our Baggage Services Staff will evaluate the damage and may offer compensation for repair, subject to the information provided, the condition of the damaged baggage, and our claims policy and liability.
 

If you have forgotten to collect your checked baggage at the airport or have accidentally left any item on board, please contact your local baggage service office here. Our Baggage Services Staff will assist you in retrieving your belongings. Please note that you will be required to collect your belongings at the airport. We will not be responsible for delivering your belongings to your address.

All unclaimed baggage and items left on board will be held at our Baggage Service Office or the relevant local authority for 90 days from the date of receipt, after which they will be disposed of. Please note that the disposal timelines may vary depending on the local authority regulation or the condition of the item.