Delayed/Damaged Baggage

If you discover any loss, damage, or contamination of your checked baggage or its contents upon delivery, please complete an irregular baggage incident report on the spot. We will handle procedures such as repair, replacement of bags, or cash compensation for you based on the actual situation.

If you do not have time to wait for the process, please be sure to keep on-site photo/video proof materials. You can scan the QR code below to report the baggage issue, and Hainan Airlines will contact you as soon as possible to handle it.

If you do not have time to wait for processing then please provide your contact information and Hainan Airlines will contact you as soon as possible to handle compensation matters.

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We sincerely apologize if your checked baggage does not arrive at the destination with your flight and will try our best to locate it, notify you and deliver it as quickly as possible to you.

If your luggage does not arrive at the destination with your flight please go to the baggage inquiry counter before leaving the airport and fill out an incident report and provide your phone number and address.

If the checked baggage does not arrive at the destination with your flight due to airline’s reasons then Hainan Airlines will provide temporary living expense compensation according to the relevant regulations.

We will collect and publicize unclaimed baggage in order to find the owner as quickly as possible. After 90 days of being publicized on the official website any unclaimed baggage will be disposed of in accordance with the relevant regulations.