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Baggage Services.

We aim to always deliver our customer’s baggage to its destination. However, from time to time your baggage may be damaged, delayed or lost. If your baggage is damaged, delayed or lost, we will use our best efforts to resolve your baggage problem as soon as possible in accordance with our conditions of carriage.
Please take a moment to read our baggage policies in our conditions of carriage.

Bagservices
Baggage Liability
Delayed Baggage
Damaged Baggage
Baggage - Online Claim
Expense Reimbursement
Missing Items
Limited Release Baggage Tag
Lost Property
Limitation Release Baggage Tag
US Transportation Security Administration (TSA)
Time Limits
FAQ's
Baggage Tips

Baggage Liability

Reimbursement for expenses will be based upon acceptable proof of claim.

International Travel – Limitation of Liability

Fiji Airways' liability for loss, delay or damage to baggage is limited to SDR1131 or approximately US$1,500 per passenger.

No entity or carrier (including any carrier performing any part of the carriage shown on the ticket) other than Fiji Airways may waive any rights or limitation of liability which Fiji Airways may have.

Domestic Travel – Limitation of Liability

Domestic Carriage means carriage which is not ‘international carriage’ as defined by the Montreal Convention.

Baggage: Checked baggage liability limit – FJD1, 000 per passenger for destruction, loss or damage. Cabin baggage liability limit – FJD200 per passenger.

Baggage Cautionary Information

We recommend that you avoid packing high-value, fragile or perishable items in your checked baggage.

For domestic travel, Fiji Airways and Fiji Link is not responsible for loss, damage or delay in delivery of high-value, fragile or perishable items.

For domestic travel, Fiji Airways and Fiji Link is not responsible for conditions that result from normal wear and tear such as:

  • Minor cuts, scratches, scuffs, dents and soil
  • Damage to wheels, feet, extending handles and items of fragile or perishable nature
  • Damage as a result of over-packed bags
  • Loss of external locks, pull straps, security straps, or zipper tabs
  • Manufacturer’s defects

For international travel, Fiji Airways liability is limited as described in the International Travel - Limitation of Liability section above.

In the course of normal handling, your baggage may show evidence of use and normal wear and tear. Fiji Airways is not responsible for destruction, loss or damage that results from an inherent defect, quality or vice of the baggage.

Subject to the provisions of the Montreal Convention, as well as the provisions of its applicable tariffs, Fiji Airways may refuse to carry checked baggage that is not suitable for transportation such as fragile, perishable or valuable items.

Fiji Airways may refuse claims based on the inherent nature of an item (e.g. its perishable nature), or for the loss or delay of unsuitably or inadequately packed items, to the extent that:

  • the destruction, loss or damages resulted from the inherent defect, quality or vice of the baggage; or
  • in the case of delay, that the carrier, its agents, and servants took all measures that could reasonably be required to avoid the delay or that it was impossible to take such measures.
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Delayed Baggage

We do our best to ensure that your checked bag travels on the same flight with you. If your bag does not arrive on your flight, our aim is to return your bag to you within 24-48 hours.

The time taken to return your baggage may be longer for regional flights due to lower flight frequency. At International airports, baggage goes through local quarantine and customs processes which may delay how quickly we can return your baggage to you.

If your baggage is not made available for collection on arrival, we recommend that you lodge a report at the airport Baggage Service desk or to a local Fiji Airways representative (if available) before you leave the airport.

Where you have not been able to make a report before you leave the airport, please refer to the Time Limits.

  • A report will be filed and we will investigate why your baggage did not arrive.
  • You will need to provide an accurate description of your baggage and in some cases, we may ask you to describe the contents. This will assist us to locate your baggage more quickly.
  • We will provide you with a reference number, which will enable you to track the progress of your report with the airport Baggage Services department. This should be quoted in any follow up communication you may have with us regarding your delayed baggage.
  • Once you have received your baggage reference number, please allow us up to 24 hours to search our network for your bag.
  • We search for your baggage using World Tracer, a computerized tracing system used by more than 400 airlines worldwide. Once your bag has been located and sent to us, we will contact you as soon as possible to arrange delivery.
  • Please retain your e-ticket documents or paper airline ticket along with your baggage receipts.

Our missing baggage claim process will begin if your baggage has not been located within 21 days of your travel.

How will I manage without my bag?

We understand you may need to purchase some essential items such as toiletries and basic clothing to keep you going until we can find your baggage.

As long as you let our staff in the baggage hall know your bag has not arrived and they create a Property Irregularity Report, we will reimburse you for these essential purchases. Refer to Limitation of Liability.

Fiji Airways requires that receipts be presented for all reasonable, actual and verifiable expenses related to baggage delay. All disbursements will be deducted from any final settlement if your bag cannot be located.

To claim reimbursement for essential items, please send us the following information within 21 days of your bag being returned to you:

  • Receipts for your purchased items.
  • The Property Irregularity Report (PIR) Number given by the airport when you report your delayed baggage.
  • Your flight details.
  • Your full name and address.

We’ll do our best to attend to your claim as quickly as we can, but it can take between 21-28 days from the date we receive your claim before reimbursement.

If you have private travel insurance, you may wish to refer to your policy document at this time in order to check your entitlements.

What documents should I keep?

  • Keep the copy of the mishandled baggage report that you were given (Property Irregularity Report).
  • Please retain receipts for any emergency or replacement items that you require, in order to claim insurance or emergency expenses if they apply.
  • Retain your original flight ticket or E-ticket reference, baggage receipts, baggage tags and excess baggage coupons (if applicable).

Will you deliver my bags?

Yes, we will contact you as soon as your baggage has been located and subject to local customs and quarantine regulations, deliver it to the address specified by you. If your delivery details have changed since you completed your report, please advise our local Baggage Service Office or where you lodged your report.

What happens if you can’t find my bag?

If we’re unable to locate your bag within 21 days of you reporting its delay to our airport staff, we’re very sorry, and at this point we will declare it ‘irretrievably lost’.

If you don't have travel insurance and you need to make a claim, please proceed to Baggage – Online Claim.
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Damaged Baggage

Acceptance of baggage by its owner without complaint and without completion of a property irregularity report at the time of delivery is prima facie evidence that the baggage has been delivered in good condition and in accordance with our contract of carriage.

If you wish to file a claim regarding damage to checked baggage, you must notify us prior to leaving the airport premises, or at the latest, within seven (7) days of receipt of the baggage.

All claims for compensation for damage to baggage must be accompanied by an itemised list identifying each affected item by description, manufacturer and age, together with proof of purchase or ownership for all such items. Depreciation will be deducted from such claims, where we consider it appropriate.

In the case of a compensation claim concerning physical damage to baggage, you must retain and permit us to examine the affected baggage (upon our request) so that we may assess the nature, extent and reparability of that damage.

If you wish to claim the cost of replacement of an individual item which forms part of a claim for compensation for damage to baggage, you must consult with us before you incur such cost. Failure to do this may result in us not including that cost in any compensation payable.

Luggage is designed to protect its contents. In the course of normal handling, your luggage will acquire evidence of use such as minor cuts, scratches, dents or soil. We therefore are not responsible for such damage or any of the following kinds of damage:

  • Broken feet/wheels or handles
  • Damage to over packed/oversized bags
  • Damage to pull handles
  • Items of a fragile or perishable nature
  • Lost pull handles
  • Manufacturer/s defects

Please note that Fiji Airways' liability will be reduced proportionately to any damage to your baggage which you cause or contribute to (either negligently or by some other wrongful act or omission).

How do I report damaged baggage?

At the airport:

If you’re still at the airport and you notice that your baggage has been damaged, please advise a Fiji Airways representative at the airport Baggage Service desk before leaving the airport.

After you’ve left the airport

For damaged not noticed at the airport, we strongly advise that you return to the airport immediately or at the latest within 7 days of receipt of baggage ,with your damaged baggage, ticket(s) and baggage tag(s) to report the damage to a Fiji Airways representative at the airport Service desk.

Will the damage be repaired?

Damage may be considered for repair if proof of damage is reported to the airport Baggage Service desk:

  1. immediately upon discovering the damage and prior to leaving the airport (or upon returning to the airport) for any visual damage; or
  2. in writing, within seven days of receipt of the baggage.

Fiji Airways may choose to do one of the following where the baggage was damaged while in Fiji Airways' charge:

  1. Assess and send the bag to an authorized repair center;
  2. Ask you to bring the bag to an authorized repair center yourself; or
  3. Authorize you to have the bag repaired at the repair shop of your choice upon the condition that:
  • you submit an estimate quote of the repair cost prior to the baggage repair; and
  • any such dealing is authorized by a Fiji Airways representative prior to the baggage repair.

Failure to report a claim for damaged baggage within the seven day time limits releases Fiji Airways from any liability. Fiji Airways is not liable for any damage caused to baggage that is unsuitably packed (including over packed) or overweight, or for any other damage considered to be normal wear and tear.

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Baggage - Online Claim

We apologize for any mishandling of your baggage. To process your claim for delayed, damaged or lost baggage or missing items, please complete this form. File Reference Numbers can be obtained from the Baggage Service Center.

If you need to file a claim for delayed, damaged or lost baggage or missing items:

  1. Get a File Reference Number from the Baggage Service Center.
  2. Complete the online claim form, giving us details on your itinerary and property.

The passenger's name is the name under which the bag was checked in or the name under which the bag file was created. Enter the name exactly as displayed on your bag file or original reservation (e.g. enter "Susan Collins", not "Su Collins").

Click here to submit your online baggage claim: Baggage - Online Claim

File Reference Number

Your file reference number is the 8 - 10 character alphanumeric code given to you by the Baggage Service agent to whom you first reported your mishandled baggage.

All claims at the airport or online must include the following documents:

  1. Ticket documentation;
  2. Baggage receipt/tag;
  3. Limited Release tag – if applicable; and
  4. Damage to baggage and/or missing contents must be accompanied by an itemized list identifying each affected item by description, manufacturer and age, together with proof of purchase or ownership for all such items.
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Expense Reimbursement

Fiji Airways requires that receipts be presented for all reasonable, actual and verifiable expenses related to baggage loss, damage or delay. All disbursements will be deducted from any final settlement if your bag cannot be located.

If your bag is still missing [after the first 21 days], you must submit the baggage claim form either via the Baggage Online Claim or, if you decide to complete the form at the Baggage Services desk provided on arrival, by returning it with all supporting documents to our Baggage Claims Department via Baggage Online Claim or by post.

Once you have entered your first name, last name and file reference number, choose the "Out of Pocket Expense" option on the form. The "Out of Pocket Expense" form is only for the reimbursement of incidental expenses incurred while your bag was delayed. Please upload your receipts at time of submission for consideration of reimbursement.

Fiji Airways Mailing Address

Attention To:
Baggage Claim – Customer Relations,
Fiji Airways,
Maintenance & Administration Centre,
Private Mail Bag, Nadi Airport,
Fiji

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Missing Items

From Checked Baggage

If you have discovered that there are items missing from your bag, please report the missing property to the arrival Baggage Services Office at /contact-us/other-contacts/ immediately for a missing property claim file to be created. You will need to also report this to the relevant border police and obtain a police report.

Alternately you can send us an email at Baggage.services@fijiairways.com and a file will be created accordingly. Please send us a detailed report together with a copy of the police report.

Items missing from checked baggage must be reported within 24 hours of arrival for domestic travel and seven days of arrival for international travel.

Once a representative has provided a reference number, please complete and submit the Baggage Online Claim form within 30 days of reporting the missing items.

All claims for compensation for missing contents must be accompanied by an itemised list identifying each affected item by description, manufacturer and age, together with proof of purchase or ownership for all such items.

Unchecked Baggage

If you have lost an unchecked item while onboard your Fiji Airways flight, please contact us within 7 days through the feedback/compliment form.
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Limited Release Baggage Tag

We may accept fragile, perishable or inadequately-packed baggage upon completion of a Limited Release Baggage tag. Baggage with pre-existing damage shall likewise be accepted with a Limited Release Baggage tag.

The Limited Release Baggage Tag releases the airline from liabilities on baggage resulting from any pre-existing damage or damaged sustained due to unsuitability for air carriage e.g. glassware or electrical equipment.
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Lost property

If you have misplaced an item either onboard one of our flights or in one of our lounges, please contact our local Baggage Services Offices at /contact-us/other-contacts/ to report the details of your loss. We will endeavor to locate this item. If required, a letter may be provided to support a claim on your personal insurance policy. Found items are held for a period of approximately twomonths.

Any items found in the airport terminal will be passed to the local Airport Authority.

Please note: Customers collecting found items from Baggage Services will be required to produce valid photo identification.
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Limitation of actions

Any right to damages and/or compensation will be extinguished if an action is not brought within two years of:

  • the date of arrival at destination;
  • the date on which the aircraft was scheduled to arrive; or
  • the date on which the carriage stopped.
The method of calculating the period of limitation shall be determined by the law of the court where the case is heard.
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US Transportation Security Administration (TSA)

This is an agency of the U.S. Department of Homeland Security that exercises authority over the security of the travelling public in the United States.

If you believe that the contents of your baggage have been lost or damaged during a US baggage inspection, you can claim compensation directly from the US Transport Security Administration (TSA).

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Claim Time Limits – Why and when you can claim

Domestic Carriage (no international sectors on the itinerary)

Any claim for damage to, or loss or destruction of, a part of an item of checked baggage or cabin baggage must be reported in writing or online to Fiji Link within the following timeframes:

Reason for Claim Deadline for Claim
Expenses incurred due to delayed bag 21 days from the date of flight
Damage to bag As soon as you discover the damage after you have received the bag, or at the latest within 3 days from the date of flight
Missing or damaged baggage contents As soon as you discover the damage after you have received the bag, or at the latest within 3 days from the date of flight

International Carriage
Any claim for damage to, or loss or destruction of, a part of an item of checked baggage or cabin baggage must be reported in writing or online to Fiji Airways within the following timeframes:

Checked Baggage
Reason for claim Deadline for claim
Expenses incurred due to delayed bag 21 days from the date of flight
Damage to bag As soon as you discover the damage after you have received the bag, or at the latest within 7 days from the date of flight
Missing or damaged baggage contents As soon as your discover the missing or damage items, or at the latest within 7 days from the date you received your bag
Cabin Baggage
In respect of damage, loss or destruction of cabin baggage, you must notify Fiji Airways as soon as your discover the mishandle, or at the latest within 7 days from the date of flight.
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Baggage FAQ’s

How many bags may I carry on?

You may bring one carry-on item into the aircraft's cabin, plus one personal item. See our /flight-information/baggage-allowances/ page for further information.

Passengers connecting with Fiji Link flights with 50 seats or fewer are permitted to carry personal items onboard the aircraft. Due to limited overhead and under seat space, larger items will be required to be checked in.

The FAA mandates that all carry-on items fit under a seat or in an enclosed storage compartment.

Our gate or flight personnel may need to further limit the amount of carry-on baggage for a particular flight, depending on the cabin storage capacity of the plane and the expected number of passengers.

Additional Approved Items

In addition to your allowance stated above, you may carry on board with you the following items for free:

  • A handbag
  • A pocket book or purse, which is appropriate to normal travel dress and is not being used as a container for the transportation of articles which would otherwise be regarded as baggage
  • An overcoat, wrap or blanket
  • An umbrella or walking stick
  • A small camera and/or a pair of binoculars
  • A reasonable amount of reading matter for the flight
  • Customers travelling with children below the age of two (2) years are entitled to 3kg free cabin baggage allowance which may include articles for use in the cabin such as nappies and baby food for consumption in flight
  • A pair of crutches, and/or braces or other prosthetic device for the customers use, provided that the customer is dependent upon them
  • A Wedding Dress / Gown
  • 114x60x11(185cm) Garment Bag
  • A Duty Free Bag purchased at the airport prior to boarding

What is the checked baggage policy for Business Class and Tabua Club Members?

For full details and baggage fees and allowance, visit the below page:
Business Class - /flight-information/baggage-allowances/
Tabua Club Members - /tabua-club/tabua-club-benefits/

Where can I get information for bulky items such as golf clubs, sporting equipment, surfboards and other larger items not meeting the required baggage check-in dimensions?

Refer - /flight-information/excess-oversized-baggage/

How can I ensure that my Baggage will arrive with me?

We require personal identification to be attached to the outside of all checked baggage. We also recommend including identification details inside your baggage, just in case the outside identification is removed or lost. You should always carry medicine, money, valuable documents, keys, jewelry, cameras and other small fragile items in your carry-on luggage, just in case your checked baggage is separated from you for a time.

Does my walking cane have to be stowed in a specific area on the aircraft?

Federal regulations require that a walking cane must be stowed for take-off and landings in an approved storage compartment. This includes the area under passenger seats, as long as the cane does not protrude into the aisle or otherwise disturb the crew or other passengers.

I left an item on my flight or at the airport. How do I contact Lost and Found?

If you have misplaced an item either onboard one of our flights or in one of our lounges, please contact our local Baggage Services Offices at /contact-us/other-contacts/ to report the details of your loss.

What do I do if I have damaged baggage?

All damaged items should be reported to Fiji Airways in person prior to leaving the airport or, at the latest, within seven days of arrival for all international flights. Damaged articles need to be presented for inspection at the airport to the Baggage Services desk personnel who are responsible for the final resolution of your damage claim.

What do I do if I have delayed or missing baggage?

If your baggage is not available for collection on arrival, we encourage you to lodge a report to the airport Baggage Service desk or to a local Fiji Airways representative before you leave the airport. If you are unable to make a report before you leave the airport, refer to the Time Limits.

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Baggage Tips

When traveling, it is worth taking extra measures to secure your baggage and valuables. Please refer to a few pointers below:

Hand-carry fragile or perishable items.

Hand-carry items of value, such as keys, artwork, cameras, money, jewelry, precious metals, silverware, medicines, prescribed drugs, commercial goods or samples, and personal electronic devices, etc.

Hand-carry important documents, such as official papers, instruments, securities, business documents, passports and other identification documents, etc.

Use durable, good quality baggage that can withstand fair wear and tear resulting from the normal rigor of air transportation and baggage handling systems.

Pack your baggage properly and securely in suitable containers (e.g. musical instruments in sturdy hard cases, bicycles in strong and protective cases, liquids and gels in plastic bags or water proof containers etc.).

Do not over pack your baggage such that it is difficult to close or weighs more than the permitted checked-in baggage weight for your flight.

Attach name tags or cards on the outside and inside of your baggage.
Attach unique stickers, tape, or labels on your baggage to ease identification and avoid collection errors on arrival.
Remove old destination tags.
Ensure your baggage does not contain any dangerous goods. Please refer to our prohibited items for more information.
Ensure your baggage is securely closed.
Remove straps and protruding objects from your baggage before checking it in.

Passengers are entitled to a free baggage allowance which varies on class or travel. Excess baggage charges will apply based on baggage weight, dimensions/size and number of pieces. Please refer to baggage allowances at /flight-information/baggage-allowances/ and excess/oversized allowances at /flight-information/excess-oversized-baggage/.

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