Where to start when your bag doesn't arrive in Bali
If your luggage didn't come off the carousel at Kerobokan Airport (also called Ngurah Rai International Airport, the main airport serving Denpasar and Bali), the first step is to go to the baggage services desk before you leave the terminal. This desk is located in the baggage claim area itself, near the carousels. Staff there can file a report on the spot and give you a reference number you'll need for any follow-up.
Do not leave the airport without filing this report. The airline needs to know when ready that your bag is missing, and the report creates an official record with a timestamp. Keep the reference number somewhere safe—in your phone, your email, and written down. You will need it to track your bag and to make any claim later.
If you've already left the airport, contact your airline's baggage department directly using the phone number on your ticket or their website. They can still file a report, but doing it at the airport is faster and more reliable.
Key Takeaways
- Report your missing bag at the baggage services desk in the terminal before you leave the airport, and keep your reference number.
- Your airline, not the airport, is responsible for locating and returning your bag—contact them directly if you've already left.
- Bags delayed in transit often arrive within 24 to 48 hours and may be delivered to your hotel or accommodation.
- Keep receipts for any essential items you buy while waiting, as airlines may reimburse reasonable expenses for necessities.
- If your bag is damaged or lost permanently, you have the right to file a claim, but compensation limits vary by airline and ticket type.
What happens after you file the report
Once the baggage services desk files your report, the airline begins searching for your bag in their system. Most delayed bags are found within 24 to 48 hours—they may have been sent to the wrong carousel, loaded on a later flight, or routed through a connecting airport by mistake. The airline will contact you using the phone number and email address you provided.
Ask the baggage desk what the airline's delivery process is. Many airlines arrange to deliver your bag to your hotel or accommodation once it arrives, at no cost to you. Some require you to pick it up from the airport. Get this in writing or take a photo of the report so you have the details.
Check in with the airline once a day if you haven't heard from them. Baggage services staff handle hundreds of reports, and a follow-up call can move your case forward. Have your reference number ready when you call.
Reimbursement for essentials while you wait
If your bag is delayed and you need to buy toiletries, a change of clothes, or medications, keep your receipts. Most airlines will reimburse reasonable expenses for necessities while your bag is in transit. The amount varies by airline and how long the delay lasts—typically a few hundred dollars for a delay of more than 12 hours, but check your airline's policy.
Do not buy luxury items or expensive replacements expecting reimbursement. Airlines reimburse what you genuinely needed to get by, not what you wanted to buy. Toiletries, basic clothing, and medications are covered. A new suitcase, jewelry, or electronics usually are not.
Submit your receipts to the airline along with your baggage report reference number. Some airlines have an online form for this; others ask you to email or mail them in. Ask baggage services which method your airline uses.
What to do if your bag is damaged
If your bag arrives but is torn, crushed, or has broken wheels or handles, report the damage to baggage services before you leave the airport. They will document it and give you a damage report. Take photos of the damage from multiple angles and keep them with your report number.
If items inside are damaged or missing, open the bag at the baggage desk or with a staff member present so they can see the condition. This creates a record. Do not open it alone at your hotel and then try to file a claim—the airline will assume the damage happened after you took possession.
File a damage claim with the airline within the timeframe they specify (usually 7 to 14 days). Include your photos, the damage report, and receipts for any items that were broken or lost. Compensation depends on what was damaged and your ticket type.
Compensation limits and what you can claim
International flights are covered under the Montreal Convention, which limits what airlines must pay for lost or damaged baggage. The limit is roughly 1,300 US dollars per passenger for checked luggage, though the exact amount depends on the current exchange rate and your airline's policy. Domestic flights within Indonesia may have different limits.
To claim compensation, you need to prove the value of what was lost or damaged. Receipts, photos, or credit card statements showing what you packed help. The airline will ask for evidence before they pay. If your bag contained expensive items like cameras or jewelry, you may need an appraisal or original receipt.
Some airlines offer additional baggage coverage if you pay extra when you book. If you purchased this, mention it when you file your claim—it may increase what you can recover.
If your bag is permanently lost
If the airline cannot locate your bag after 21 days, it is considered permanently lost. At that point, you can file a formal loss claim. The airline will ask you to list everything that was in the bag, with estimated values and proof of purchase if you have it.
Be realistic about values. The airline will not pay replacement cost for a five-year-old shirt or worn shoes—they pay depreciated value. A new shirt costs $30; a worn one from your closet is worth less. Have receipts or credit card statements if you can, especially for expensive items.
Submit your claim within the important date your airline specifies. Keep copies of everything you send. If the airline denies your claim or offers less than you believe is fair, you may be able to dispute it through your credit card company (if you paid by card) or pursue it through small claims court, though that is costly and time-consuming.
Contact information for major airlines at Kerobokan
Most international and regional airlines serving Bali have baggage services desks in the terminal. If you need to contact an airline after leaving the airport, use the customer service number on your ticket or their official website. Do not rely on third-party travel sites or social media—go directly to the airline's own phone line or website.
If you booked through a travel agent or online travel site, you can contact them for help, but the airline is ultimately responsible for your bag. Going directly to the airline is usually faster.
Keep your booking confirmation, ticket number, and baggage tag (the stub the airline gave you when you checked in) in one place. You will need all three to track your bag and file a claim.
Frequently Asked Questions
How long does it usually take to find a delayed bag?
Most bags are found and delivered within 24 to 48 hours. Some take longer if they were routed through a connecting airport or sent to the wrong destination. Ask the baggage desk for an estimate based on where your bag was last scanned.
What if the airline says my bag is lost but then it shows up a month later?
If you've already received compensation for a lost bag and it arrives later, contact the airline when ready. You may be asked to return the compensation or reimburse them for delivery costs. Check your airline's policy on this before you spend the money.
Can I file a claim if I don't have receipts for what was in my bag?
Yes, but it is harder. You can describe what was in the bag and estimate values, but the airline may offer less without proof. Credit card statements, photos, or witness statements can help support your claim even if you don't have original receipts.
Do I have to accept the airline's first offer if I think it's too low?
No. You can dispute the amount and ask for a higher settlement. Provide additional evidence of value and explain why you believe the airline's offer is unfair. Some airlines will negotiate; others will not budge without legal action.
What if my bag was checked through to a connecting city, not Bali?
Report it to the airline at Kerobokan anyway—they will coordinate with the other airport. If your bag was lost at a different airport, that airport's baggage services may handle the search, but the airline is still responsible for getting it to you.