We handle hundreds of bags per flight, and due to the sheer volume, checked baggage can very occasionally go astray. If your baggage doesn’t arrive on the belt it is absolutely essential that you make contact with one of our airport staff or representatives and file a report (sometimes called a Property Irregularity Report or PIR) before you leave the airport. Once the report is filed with us we take all reasonable measures to locate your property and minimise the inconvenience caused. If you are not a resident of the country you have arrived in, will promise to reimburse you for the reasonable receipted costs you incur when buying essential overnight items such as toiletries, nightwear etc. To find out more about making a claim for reimbursement of essential items please see our baggage pages

Most delayed bags travel on our next flight, as an international carrier the duration and frequency of flights dictate the time you can expect to be reunited with your property. Once your bag arrives at its final destination, in most destinations, we will return it within 24 hours of its arrival, at no cost to you*.

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In the unlikely but regrettable event that your baggage is not found within the 21 days after you file the Property Irregularity Report we promise upon request to provide confirmation of your loss for insurance purposes or, if you do not have insurance, process your claim within the limits of our liability. More information can be found in our making a baggage claim page. We will also refund you any additional/excess baggage fees you have paid if your bag is irretrievably lost.

*Due to customs restrictions in Accra and Lagos we regret we are unable to deliver delayed bags to passengers. They must be collected from the airport.