Baggage On Arrival

Baggage Delivery

Passenger's in-flight comfort has been our main concern, therefore the responsibility of flying the passenger and reassuring that their baggage acceptance is in line with their arrival/departure has also been our best interest. Passenger’s baggage delivery shall be attended upon arrival at Soekarno-Hatta Airport at Terminal II/E-F.

Standard Baggage Delivery Time

To avoid mistaking the baggage, it is advised that each baggage be labeled specifically (label identification tag) by detaching the previous label to prevent mistake during the next departure.

Baggage on Arrival

Should there be any baggage mishandling, simply report it to Garuda Indonesia Representative or Handling Agent (Lost & Found Dept.) to fill-in and sign a Property Irregularities Report (PIR) on arrival at your destination. We remind you to double-check your baggage identification tag number to avoid mistaking a baggage before leaving the airport.

Delay or Missing Checked Baggage

Whenever you report a delayed or missing checked baggage, please fill-in and sign the Property Irregularities Report (PIR) as well as the Missing Baggage Questionnaire Form and submit them to our handling agent (Lost & Found Dept.). These documents will help us to trace your delayed or missing checked baggage through a Computerized Tracing System. Passengers will be informed by phone of any further updates. For temporary compensation or First Need Compensation (per passenger) against delay in receiving passenger's baggage (personal effect), the following rules apply :

Notes:

• Temporary compensation also applies for interline passenger, (interline baggage) where Garuda Indonesia is the last carrier or participating in the carriage of the baggage.
• Temporary compensation is applicable only once in passenger’s trip (not his/her own residential place).

Damaged Checked Baggage 

Damage checked baggage should be reported and examined at the airport immediately upon arrival to our handling agent (Lost & Found Dept.). Our handling agent staff will arrange repairing services and provide assistance. The baggage-claim process will finish in 3 days. Garuda Indonesia will not accept claim for damage (to repair and replace) if the baggage tagged is "Limited Release Tag"; also, damage resulting from over-packing or over weight will not be covered (own risk).

Pilferage Baggage

Passenger states that there are items missing from a piece or pieces of baggage while it was in the possession of the airline. Pilferage is to be reported at the time of arrival to our handling agent (Lost & Found Dept.).

Tracing Baggage

Passenger should make a report about baggage-mishandling immediately at the airport of arrival. Our handling agent (Lost & Found Dept) is responsible for tracing your baggage.
 
We are liaising with our colleagues in other station, to expedite the transfer of your baggage to Jakarta. Rest assured that we would regularly inform you on the status of tracing. If you have any question, please do not hesitate to contact us (baggage mishandling CGK/JKT coverage area) at the telephone number below :  

1st to 5th day Delay
Gapura Angkasa Airport Service (Lost & Found Department)
Level 1 Arrival Hall Terminal 2/E, Soekarno-Hatta Airport Jakarta Telp: 62-21- 5506073, 5506076
Hrs 05.00 am to 10.00 pm (daily)

Baggage Claim

General Claim Procedure

Baggage claim can be initiated by reporting on a Property Irregularities Report (PIR), a written claim, complaint made by telephone or in person, electronically or by fax to Garuda Indonesia Representative or our handling agent. Baggage claim can be delivered to Garuda Indonesia after the tracing procedure has taken a minimum 5-day period.
In the unlikely event that you do not receive your baggage by the 6th day, please submit the following documents for processing claim:

• Claim Letter MBQ (Missing Baggage Questioner) to be completed
• Original PIR (Property Irregularity Report) in Pink Color
• Copy of your Identity Card (Passport/KTP/SIM)
• Original of Passenger Ticket or Copy
• Letter of Authorization when the claim is made by a representative.

Claim Notification

Any rights to claim lost or damaged baggage must be exercised within two (2) years of the date of the passenger’s arrival at their destination on the trip for which a claim is made.

• In case of damage to baggage moving in international transportation complaint must be made in writing to carrier forthwith after discovery of damage and at the latest, within 7 days from receipt; In case of delay, complaint must be made within 21 days from date the baggage was delivered.
• In case of damage to baggage moving in domestic transportation complaint must be made in writing to carrier forthwith after discovery of damage and at the latest, within 3 days from receipt; In case of delay complaint must be made within 14 days from date the baggage was delivered.

Baggage Liability Limitation

Liability for loss, delay, or damage checked baggage is limited unless higher value is declared in advance and additional charge paid.

• For most international travel including domestic portion of international trip, the baggage-claim liability is limited to the Warsaw Convention Rules, maximum payment is USD 20/kg multiplied with the weight of missing baggage or empty baggage for damage.
• For domestic travel, the baggage-claim liability is limited to government regulations i.e. Peraturan Pemerintah Republik Indonesia (PPRI) No. 40 tahun 1995; maximum payment is IDR 100,000/kg multiplied with the weight of missing baggage or empty baggage for damage.

Garuda Indonesia is not liable for loss of, damage to or delay in the delivery of fragile or perishable items, keys, artwork, cameras, money, jewelry, precious metals, silverware, medicines, drugs, dangerous goods, commercial goods, odd-sized articles, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, or samples, which are included in your Checked Baggage.