Qantas Lost or Damaged Baggage: Compensation & Claim Guide
Domestic Max
$2,000
International Max
1519 SDR
Avg Response
14 days
Claim Types
3
To get Qantas baggage compensation, report the issue at the airport baggage office immediately and get a PIR (Property Irregularity Report). Domestic compensation is capped at $2,000. International compensation is capped at 1519 SDR (~$2,000). File online at Qantas's claims portal.
Qantas Baggage Claims & Compensation: What You Need to Know
Headquartered in AU, a member of the oneworld alliance, Qantas operates as a major Asia-Pacific airline. Your baggage claim rights with Qantas are governed by federal regulations and international treaties, which set specific deadlines and compensation limits.
Qantas's claims process has several important details to be aware of. The tightest deadline is 7 days from the incident; interim expenses are covered up to $50; excluded items include jewelry, cash, electronics; typical response time is 14 days. Understanding these specifics before you begin the process helps ensure your claim is handled efficiently.
Based on our research, the the executive office channel (rated 80% effective) tends to yield the best results; the escalation path with the highest success rate (80%) involves file claim via nsw civil and administrative tribunal (ncat) or engage aviation lawyer; our data for Qantas has a confidence score of 88%; last verified in February 2026.
Compared to other airlines in our database: Qantas's domestic liability cap of $2,000 is 18% below the industry average of $2,431; their international limit of ~$2,000 matches the industry standard; their interim expense allowance of $50 is about average. These figures are based on data from 56 airlines.
Qantas Claim Deadlines
Damaged Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| domestic | Report at Airport | 7 days | Montreal Convention Art. 31 |
| domestic | File Claim Online | 21 days | Montreal Convention Art. 31 |
| international | Report at Airport | 7 days | Montreal Convention Art. 31 |
| international | File Claim Online | 21 days | Montreal Convention Art. 31 |
If missed: Claim barred under Montreal Convention Article 31
Delayed Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| domestic | File Claim Online | 21 days | Montreal Convention Art. 31 |
| international | File Claim Online | 21 days | Montreal Convention Art. 31 |
If missed: Claim barred under Montreal Convention Article 31
Lost Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| domestic | File Claim Online | 21 days | Montreal Convention Art. 31, 35 |
| international | File Claim Online | 21 days | Montreal Convention Art. 31, 35 |
If missed: Claim barred under Montreal Convention
Documentation Requirements
Required Documents
- ✓pir report
Property Irregularity Report from airport Baggage Service Office
Note: Get this BEFORE leaving the airport. Contains reference number needed for all future communications.
- ✓boarding pass
Original boarding pass or e-ticket confirmation
- ✓baggage tag
Baggage claim check
- ✓photo
Photos of damage from multiple angles
Note: Include close-ups of damage and overall bag condition.
- ✓interim expense receipt
Receipts for essential emergency purchases
Note: Toiletries, underwear, essential clothing only. Keep all receipts.
- ✓pir report
Property Irregularity Report from airport
- ✓boarding pass
Original boarding pass or e-ticket confirmation
- ✓itemized list
Complete inventory of bag contents with estimated values
Note: Include brand names, purchase dates, and current value.
- ✓receipt
Receipts for claimed items
- ✓pir report
Property Irregularity Report from airport
- ✓boarding pass
Original boarding pass or e-ticket confirmation
- ✓baggage tag
Baggage claim check
Recommended (Optional)
- ○receipt
Original purchase receipt or repair estimate
Qantas Liability Limits
Domestic Flights
$2,000
1519 SDR
Montreal Convention
Interim expenses: up to $50 (5 days)
Excluded: jewelry, cash, electronics, cameras, documents, medication, fragile items
International Flights
$2,000
1519 SDR
Montreal Convention
Interim expenses: up to $50 (5 days)
Excluded: jewelry, cash, electronics, cameras, documents, medication, fragile items
Qantas Contact Information
Baggage Hotline
+61 2 9691 3636
Hours: Mon-Sun 6AM-10PM AEST
Avg wait: 20 min
Qantas baggage services. Have your booking reference and PIR number ready.
Claims Mailing Address
Qantas Customer Care, 10 Bourke Road, Mascot, NSW 2020, Australia
Send formal written claims via registered post.
Claims Email
customer.care@qantas.com.au
Email for baggage claims. Response time: 7-14 business days.
Customer Service
+61 2 9691 3636
Hours: 24/7
Avg wait: 25 min
General customer service number. US callers: 1-800-227-4500.
Executive Office
Vanessa Hudson, CEO - Qantas Airways, 10 Bourke Road, Mascot, NSW 2020, Australia
Executive escalation. Use only after other channels exhausted.
Social Media
@Qantas on Twitter/X
Hours: 24/7
Active social media support. DM for privacy.
Claim Forms & Portals
Escalation Path
internal
60% successCall baggage services at +61 2 9691 3636 with PIR reference number
When to escalate: Initial claim filed, no response in 7 days
Avg resolution: 7 days
internal
65% successSubmit written complaint to customer.care@qantas.com.au or by post to 10 Bourke Road, Mascot, NSW 2020
When to escalate: Claim denied or inadequate offer after 14 days
Avg resolution: 21 days
internal
72% successSend executive escalation letter to CEO Vanessa Hudson at Qantas Airways, 10 Bourke Road, Mascot, NSW 2020, Australia
When to escalate: Customer Care response unsatisfactory
Avg resolution: 14 days
regulatory
70% successFile complaint with the Airline Customer Advocate (ACA)
When to escalate: All internal options exhausted
Avg resolution: 30 days
legal
80% successBest Success RateFile claim via NSW Civil and Administrative Tribunal (NCAT) or engage aviation lawyer
When to escalate: ACA complaint unsuccessful
Avg resolution: 60 days
Frequently Asked Questions
What is Qantas's maximum baggage liability for domestic flights?
Qantas's maximum liability for domestic flights is $2,000 under Montreal Convention. This covers the depreciated value of your bag and its contents.
What is Qantas's maximum baggage liability for international flights?
Qantas's maximum liability for international flights is 1519 SDR (approximately $2,000) under the Montreal Convention. SDR values fluctuate with exchange rates.
How long do I have to file a lost baggage claim with Qantas?
Bag declared lost after 21 days. File formal claim within 21 days.
Does Qantas cover expenses while my bag is delayed?
Yes, Qantas provides interim expense coverage up to $50 for up to 5 days. This covers reasonable purchases like toiletries, underwear, and a change of clothing. Keep all receipts — you won't be reimbursed without them.
What items does Qantas exclude from baggage liability?
Qantas excludes the following items from baggage liability: jewelry, cash, electronics, cameras, documents, medication, fragile items. These items are not covered even if they are damaged, lost, or stolen during transit. Consider keeping high-value and excluded items in your carry-on.
Can I track my missing Qantas bag online?
Yes, Qantas uses the WorldTracer system for tracking mishandled baggage. You can check the status of your delayed or lost bag using the reference number from your Property Irregularity Report (PIR). Track your bag at Qantas's tracking portal.
How does Qantas calculate the value of lost items?
Qantas applies depreciation when calculating compensation for lost items, meaning you receive the current value rather than the original purchase price. Typical depreciation is 10-20% per year for clothing and 20-33% for electronics. Provide purchase receipts or credit card statements to support your claimed values.
How much compensation can I get from Qantas for lost or delayed baggage?
Qantas's maximum baggage compensation is up to $2,000 for domestic flights, and up to 1519 SDR (approximately $2,000) for international flights under the Montreal Convention. Actual compensation is based on the depreciated value of your items, so keep receipts and purchase records to support your claim.
What's the fastest way to reach Qantas about a baggage claim?
Based on our data, contacting the executive office is the most effective channel for Qantas baggage claims, with an effectiveness rating of 80%.
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