Skip to main content
  1. Home
  2. Need Help?
  3. Baggage Claims Doc

Baggage Claims Doc

In the event of any disagreement over the interpretation of this baggage policy, this English version shall prevail over versions in other languages.

Delayed Baggage

If your checked baggage does not arrive on the conveyor belt, please file a report with our Baggage Service Counter located at the Arrival Hall, prior to customs clearance. Our staff or handling agent will provide you with assistance.

When you report a problem we’ll give you a baggage file reference number and you may call us at anytime to check on the status of your bag.

Damaged Baggage

What to do:

Before you leave the baggage reclaim hall, please make sure that your baggage is in good condition. If your baggage is damaged, please file a report with our Baggage Service Representative located at the Arrival Hall, prior to customs clearance. Subject to the limitations below, we may be responsible for appropriate repair or replacement costs and may compensate based on the condition of the damaged baggage. If your baggage is beyond repair, the age of your baggage may be taken into account for the compensation amount. If your report is filed after you leave the baggage reclaim hall, our baggage team will make another report for travel insurance claim only.

HK Express Baggage Services:

Hong Kong

Tel: +852 21802120 / 21802122

Fax: +852 21866707

Email: bagsvcs@has.com.hk

Office Hours: Mon – Sun / 0700 – 2300

Overseas

If you have any baggage loss/damage inquiries upon arriving at the destination airport, please click here to contact our local agent for further assistance.

Notice of Baggage Liability Limitation

Liability for loss, delay or damage to baggage is limited.

For other baggage related enquires, please visit our Baggage FAQ

Claims:

For many international journeys (including domestic portions of international journeys), the Warsaw Convention may apply with liability limits of 17 Special Drawing Rights per kilo for checked baggage and 332 Special Drawing Rights per passenger for unchecked baggage. In cases where the Montreal Convention applies to your journey, the applicable liability limit is 1,288 Special Drawing Rights per passenger for checked and unchecked baggage. The rate of conversion of a Special Drawing Right as defined by the International Monetary Fund fluctuates.

This will not apply to our liability for 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 (i) with an intention to cause damage; or recklessly and with knowledge that the damage would likely result, and you prove that our employees or agents responsible for the act or omission were acting with the scope of their employment.

Claims exclusions:

We are not liable for:

  • damage to unchecked baggage unless caused by negligence by us or our agent.
  • damage caused by your baggage. You are responsible for damage caused by your baggage to other people and property, including our property, and you shall indemnify us for all losses and expenses incurred by us as a result thereof.
  • damage to baggage resulting from inherent defect, quality of your baggage. We will not be liable for fair wear and tear of baggage from normal rigors of air transportation.
  • damage to baggage caused by delay if we can prove that we and our agents took all reasonable measures to avoid the damage or that it was impossible for us or our agents to take such measures
  • damage to baggage if we issue a ticket for you to be carried on another carrier or we check in baggage for carriage on another carrier. We do so only as agent for that carrier. If you have a claim for checked baggage, you may make it against the first or last carrier or against the carrier performing the carriage which the damage took place.

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, we are not liable in any way whatever for loss of, damage to or delay in the delivery of articles which you include in your baggage (both checked and unchecked baggage) despite their inclusion being prohibited by paragraph 8 of Notice to Passengers, Conditions of Carriage (https://www.hkexpress.com/en-kh/need-help/conditions-of-carriage/). Such items include, but are not limited to the following:

  • artifacts and original manuscripts;
  • artwork, sculptures, paintings, silverware, pottery, porcelain and china;
  • binoculars, telescopes and optical devices;
  • cameras and other equipment for photography;
  • collectibles, irreplaceable items, antiques and heirlooms;
  • computers, diving computers and computer or electronic devices;
  • fragile or perishable items;
  • furs;
  • jewellery and watches;
  • medications;
  • money and keys;
  • negotiable papers, securities or other valuables and business or legal documents;
  • passports and other identification documents;
  • precious metals, precious stones and precious materials;
  • sales samples and items intended for sale; or
  • trophies, antlers and pelts.