Losing a piece of baggage can be a dreadful experience, something you’re most likely not prepared for. Regardless of which airline you’re travelling on, it’s probably likely to happen to you sooner or later, especially if you’re a frequent flyer. If you want to know what to do if you lose your baggage, this blog explains the ins and outs of Thai Airways lost and found policy.   

  • If your checked baggage does not arrive:
    • You must immediately report it to the airline’s Baggage Service Office in the airport’s Baggage Claims area before leaving the airport.
    • You will be asked to file a Property Irregularity Report (PIR) in writing, describing your bag in detail, along with your name, contact details, delivery address, reservation number (appears on your flight ticket), baggage tag number (the baggage tag is attached to your boarding pass), baggage details (manufacturer, color, size), etc.

Note: Checked bags that missed a connecting flight are usually delivered within 24 hours. 

  • If you have any questions or need to provide additional information, contact the Thai Airways Lost and Found Office by phone at the number provided in the PIR, online via the Thai Airways Baggage Tracking page, or through the Thai Airways Lost and Found Office (refer to the section titled Lost and Found—Thai Airways Contact Details below).
  • You’ll be notified as soon as the missing bag is found. You can either collect it from the arrival airport or have it delivered to the delivery address provided by you at no additional charge, but local customs regulations will apply.
  • You may be eligible to claim compensation for necessary out-of-pocket expenses within reasonable limits, for which you will be required to submit a claim request in writing to Thai Airways (along with original receipts). 
  • If you’ve left an unchecked item on board the aircraft, you must file a report with the local airport’s Lost and Found Office located in the arrival hall of the airport. When filing the report, you’ll be asked to provide your:
    • Full name
    • Flight details, i.e., flight number, flight date, seat number, boarding pass (if available)
    • Details of the item/items left behind by you

If Your Lost Bag is Not Found

If your lost baggage cannot be found, you will need to fill out and submit the Passenger Property Claim Form online through Thai Airways’ official website. 

When submitting the Passenger Property Claim Form, you will be required to attach a copy of your:

  • Passport 
  • Airline ticket/boarding pass
  • Baggage tag
  • Baggage details with:
    • Baggage tag number
    • Baggage weight 
    • Color and size of baggage 
    • Description of lost/missing items (if any) 
  • Authorization letter if you’re unable to contact yourself 

If Your Baggage is Delayed by More than 24 Hours

If your checked bag is delayed by more than 24 hours, you’re within your rights to: 

  • Buy toiletries and other essential items (incl. clothing items) 
  • Rent equipment 

Thai Airways will reimburse you for the costs incurred on the above-mentioned item as long as they are within reasonable limits. The amount of reimbursement will depend on your situation, as well as the length and purpose of your trip, and is subject to: 

  • USD 100 per passenger for international routes
  • USD 25 per passenger for domestic routes within Thailand 

Reimbursement Tips 

  • The expenses incurred by you must be limited to reasonable necessities. 
  • Reimbursement requests must be supported by acceptable documentation, so you must save your receipts to prove the number of expenses incurred by you.
  • To qualify for reimbursement due to baggage delay, you must have actually incurred the expenses, i.e., you must:
    • Submit a written claim to the Thai Airways Baggage Claim Service within 21 days of receiving your missing bag, along with 
    • Your Property Irregularity Report (PIR), and 
    • All receipts for the expenses incurred by you
  • If the baggage delay occurs on your home trip, you may not be reimbursed for essential items as it is presumed that you already have access to the items at home. 
  • If your baggage cannot be found, the amount of reimbursement already made to you will be deducted from your final settlement amount (see below).

Maximum Liability for Lost and Found Baggage

Thai Airways’ liability for lost and found baggage is limited to: 

  • USD 1,288 (checked or unchecked baggage) for flights covered by the Montreal Convention in most cases. 
  • SDR 17/kg for checked baggage and SDR 332 for unchecked baggage for flights covered by the Warsaw Convention.


  • You will be entitled to receive a higher compensation if you declare a higher baggage value and pay for it at check-in. 
  • It may be more beneficial to insure your baggage and claim reimbursement from your insurance company.
  • Avoid packing these items in your checked baggage and carry them as carry-on baggage instead: valuables like jewelry and cash, electronic items, medicines, perishable and fragile items, etc. 

Items Left Onboard the Aircraft

If you’ve left behind unchecked baggage items onboard the aircraft, at a lounge, or at another place in the airport, you must contact the local airport’s Lost and Found Office immediately. Remember, if you don’t collect the unchecked baggage item within 3 months, it will be disposed of.


Purchasing an insurance policy is recommended as it may provide you with more comprehensive insurance.

Lost and Found Best Practices

Although there’s not much you can do to prevent baggage mishandling, taking the steps below will improve the chances of your missing baggage being returned. 

  • Always label your bag from the outside and inside 
  • Get rid of any labels and barcodes from earlier trips
  • Avoid placing valuables and important papers in your bag
  • Purchase an insurance policy to cover baggage loss
  • Keep a photo of your bag 
  • If an uncollected bag on the carousel looks very similar to your bag, inform the Thai Airways staff or the Baggage Office, just in case a fellow passenger may have taken your bag by mistake. 
  • Before leaving the Baggage Service Office:
    • Be sure you’ve collected the phone numbers of the office and the airline so that you can call them for tracking or other assistance. 
    • Ask the airline staff if they can provide you with an overnight emergency kit.
    • Ask how much allowance will be provided to you for purchasing emergency items until your baggage is found. 
    • Check whether the airline provides vouchers for purchasing emergency items at local shops.

Lost and Found—Thai Airways Contact Details

You can contact the Thai Airways Lost and Found offices at the details below:

Thai Airways Lost and Found Contact

CityThai Airways Contact Details
Hong Kongcustomerservice@thaiairways.com.hk
Ho Chi Minh Citysgnao@thaiairways.com.vn
Kuala Lumpurkulaotg@thaiairways.com.my
Los Angelesreservations@thaiairways.us
Phnom Penhpnhea@thaiairways.com.kh
Seouladmin2@thaiairways.co.kr (town); icntg@thaiairways.co.kr (airport)

Frequently Asked Questions on Thai Airways Lost and Found Policy 

In the section below, you’ll find the answers to some of the most frequently asked questions about Thai Airways Lost and Found issues, so be sure to go through them.

Does Thai Airways have a lost and found office?

Thai Airways has a lost and found office in the Baggage Claims area at all airports or the airport’s ticket counter.

How should I report a lost item on Thai Airways?

You’ll be able to report a lost item on Thai Airways as follows:
1. If your checked bag is lost, you must immediately report it to the Thai Airways Lost and Found Office (i.e., the Baggage Service Office) at the airport.
2. If your unchecked baggage item is missing, you must immediately report it to the Lost and Found Office of the airport where you lost the item.

How do I check the status of my lost bag on Thai Airways?

You can check your lost bag’s status on Thai Airways: 
1. Within the first 5 days by calling the number indicated on your Property Information Report (PIR), or 
2. Online through the Thai Airways Baggage Tracking Tool

What should I do if forgot the item in the lounge?

If you forgot an item in the lounge, you should immediately report the missing item at the airport’s Lost and Found office.

What should I do if I forget an item on the plane?

If you forgot an item on the plane, you must either inform the crew or report it to the airport’s Lost and Found office immediately.

Will I have to provide receipts for getting reimbursement?

Yes, you must provide all the original receipts for the expenses incurred by you as this will help determine the amount of reimbursement you’re entitled to.

What are the Thai Airways lost and found contact details?

To learn about Thai Airways’ lost and found contact details, refer to the section titled Lost and Found—Thai Airways Contact Details.

What are the Thai Airways lost and found e-mail addresses?

Refer to details provided in Lost and Found—Thai Airways Contact Details.

Where can I find the Thai Airways lost and found form?

You’ll find the Thai Airways Lost and Found form through this link: Thai Airways Baggage Tracking Tool.

What if the contents of my baggage are missing?

If the contents of your checked baggage are missing, you’ll need to report the loss immediately to the Baggage Service Office at the airport. After you’ve filed the report, you will be given a copy of the Property Irregularity Report (PIR) along with a file reference number that you’ll need to track your missing baggage or file a claim if your bag cannot be located.

Does the Thai Airways lost and found policy hold good for unaccompanied minors?

Yes, the Thai Airways lost and found policy holds good for all ticketed passengers, including unaccompanied minors.

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