Delayed & Damaged Baggage
Regrettably, checked baggage is occasionally damaged or delayed in transit. We apologise for this inconvenience, and will do our best to trace your lost baggage and deliver it to you as soon as possible.
In the unfortunate event that this does happen, here is some valuable information.
Report the incident immediately on arrival or within 7 days of the incident, to the SAA Baggage Services desk at the airport, where you’ll receive a unique reporting number. Thereafter, complete a claim form and send it to firstname.lastname@example.org or hand it in at the SAA Baggage Services Desk at the airport. Once we receive a fully completed claim, it can take up to 21 working days to finalise. Damaged baggage for domestic flights must be reported within 24 hours and within 7 days for international flights.
All claims would be handled in strict accordance with our Terms and Conditions. SAA does not take responsibility for the loss of valuable items in checked baggage including money, passports or visas, computer equipment, electronic devices, mobile phones, fragile items, business documents and jewellery.
SAA discourages the use of hard shell bags‚ as such bags are generally not designed to withstand the stacking procedures followed when loading baggage into an aircraft. These types of bags are prone to suffer damage as a result of the weight exerted on it. Use of such hard shell bags shall be at your own risk and SAA does not accept any liability for any damage resulting from the use of such bags.
SAA will furthermore not accept liability for damage or loss of protruding parts such as wheels‚ straps‚ pull-handles or other items that are attached to baggage‚ or items lost as a result of poorly packed baggage.
Track and Trace
We will initiate the tracing of your lost baggage via an automated tracking system, and will keep you informed of the status of your baggage. If you need any assistance, please contact your local airport office or check the search status using the form below.
Please note: For our general conditions of carriage refer to baggage liability.
SAA contributes to the costs of replacement purchases for essential items if your baggage arrives more than 24 hours late, except if you reside in the area where the loss has been reported. Expenses for toiletries and if necessary, a change of clothes are reimbursed. You must produce all of the receipts relating to these purchases.
- Business Class up to USD 100 per day (for a maximum of five days)
- Economy Class up to USD 75 per day (for a maximum of five days)
Please check and reconcile your baggage tags before leaving the Arrivals Hall. It does happen on occasion that you by accident take another customers bag. If that is discovered please contact the nearest SAA office to return the incorrect bag/s and to report your baggage as missing so that tracing can commence.