Declaring a baggage incident or lost item

If your baggage is missing or damaged on arrival, Air France will do all it can to help you to resolve such incidents.

If your baggage is missing upon arrival in Jakarta

Report this immediately to the Air France Baggage Service at the airport where you land. A baggage file will immediately be opened. It comprises:
- an inventory letter,
- the local number of the Baggage Assistance Service.
A file number will be given to you. Keep it safe. 

If your baggage is not located within 2 days

Fill out the inventory letter given to you when the file was opened, as accurately as possible, giving:
  • the color and shape of baggage,
  • a detailed list of all items contained in the baggage.

Send this back to the Air France Baggage Assistance Service:

- Email: cgk.lostfound@ptjas.co.id
- Fax number: (+62) 21 5507244

For the first 5 days following baggage loss

The Baggage Assistance Service of your arrival airport is responsible for following up your file.
You can contact the department on the following number:

Air France-KLM Delayed Baggage Service
JAS Lost and Found Soekarno-Hatta Airport Terminal 2D
Tel: (+62) 21 21 5500809 / 5500818 / 5507096

From the 22nd day following the baggage loss

Air France does its utmost to find your baggage during the first three weeks following your official loss declaration. After this time period has elapsed, if your baggage has still not been located, you are requested to make contact with the Baggage Assistance Service or Customer care in your country of residence.

If your baggage is missing on arrival in a different country

Report this immediately to the Air France Baggage Service at the airport where you land. A baggage file will immediately be opened. It comprises:
- an inventory letter,
- the local number of the Baggage Assistance Service.
A file number will be given to you. Keep it safe. 

Delay claims

If your baggage has been found and delivered, but it is several days late, we cover all delay claim costs that you may have incurred owing to this inconvenience (for example, toiletries, clothes, etc.) To receive a refund, you must complete the online form.

Damaged baggage

If you find that your baggage is damaged upon arrival in Jakarta

Report this immediately to the Air France Baggage Service at the airport. A Damage Property Report (DPR) will be created and a file number given to you. Once this report has been drawn up, contact the Baggage Assistance Service at the following:

- email: cgk.lostfound@ptjas.co.id
- Fax number: (+62) 21 5507244

If your baggage is damaged upon arrival in a country other than Indonesia

Report this immediately to the Air France Baggage Service at the airport where you land. A Damage Property Report (DPR) will be created and a file number given to you. The local Baggage Service will explain the procedure to follow in order to carry out any repairs.

If you discover that your baggage is damaged once you have left the airport

Submit a claim within 7 days of the date you received your baggage, attaching the originals of the following documents:
  • ticket receipt
  • boarding passes
  • baggage label(s)
  • the Damage Property Report (DPR) created at the destination airport
  • expenditure documents
For residents of Indonesia: please complete the online form

Worldtracer

You can consult Worldtracer if you wish to track your baggage file.

return to top of page