Airline lost your luggage? Six steps to take before leaving the airport

Passengers whose luggage goes missing after a flight should report it and obtain a Property Irregularity Report before leaving the airport, the Lagos State Consumer Protection Agency (LASCOPA) and the Nigeria Civil Aviation Authority (NCAA) have advised.

The regulators warned that failing to document missing baggage can make complaints harder to track and resolve. They also urged travellers to preserve baggage tags, boarding passes, receipts and written communication with airlines when seeking redress.

Report it before you leave

LASCOPA said travellers should not leave the airport without formally reporting missing or delayed luggage and obtaining written evidence. Passengers should request a Property Irregularity Report (PIR) or claim reference number from the airline’s baggage services desk.

The NCAA also stressed the importance of completing a PIR when luggage fails to arrive or is short-landed. It urged passengers to fill the form immediately after discovering that baggage is missing. It cautioned against skipping the process because of hurry, noting that airlines and consumer protection officers need proper documentation to investigate missing baggage cases.

Six steps to protect your claim

1. Report the missing luggage to the airline before leaving the airport.

2. Obtain a written Property Irregularity Report or claim reference number.

3. Photograph and preserve the baggage tag, boarding pass and claim receipt.

4. Keep receipts for essential items purchased while waiting for the luggage.

5. Save emails, text messages, application notifications and other correspondence with the airline.

6. Follow up with the airline in writing and retain copies of all communications.

Keep records and seek help

LASCOPA said dates, receipts and written records can be important when pursuing a complaint or seeking compensation. A baggage tag alone may not be enough to establish a formal complaint.

Passengers who cannot resolve complaints directly with airlines can contact LASCOPA for guidance and possible intervention. The agency can be reached at [email protected] or on its toll-free line, 080 0005 2726. It also receives complaints through its Facebook, Instagram and X accounts.

Separate travel context: local airfares have surged by more than 100% ahead of Christmas amid a shortage of aircraft. Airline website checks show flights to Asaba, Anambra, Owerri, Port Harcourt and Enugu are sold out from December 20 to early January.