Baggage

(?) I left some of my things at the departure airport. Is there a Lost & Found that I can contact?
(+) For all domestic departures at Soekarno-Hatta International Airport, please contact our Call Center at 500890, for assistance.

(?) What if I forgot to file in the missing bag report at the arrival airport?
(+) Don't worry! Get in touch with the nearest Xpress Air branch office and report your missing bag there. The Lost & Found Officer will assist you in filing a missing report.

(?) What is the carry-on limit?
(+) The maximum baggage dimensions for a Boeing Aircraft should not exceed 50 cm x 32 cm x 16 cm. One (1) other small item (e.g. laptop or handbag) is also allowed, and the total weight of all hand baggage should not exceed 5 kilograms.
The maximum baggage dimensions for a Dornier Aircraft should not exceed 25 cm x 15 cm x 8 cm and the baggage weight shall not exceed 2 kilograms.

(?) What if I'm waiting ad my bag does not arrive?
(+) Make sure that you have a receipt of a PIR report from our officer at the Lost & Found Office to further aid in retrieving your bag.

FAQ - Baggage

Baggage Claim Areas
Order and priority for unloading is determined by cabin class flown and loading position. Please allow 10-50 minutes for your baggage to be delivered to the claim area.
To ensure that you don’t take someone else’s identical or similar-looking luggage by mistake, please double-check the tag number on the suitcase to be certain it has your baggage before you take it from the conveyor.

Delayed Baggage
In the event that you arrive at your destination without your checked baggage, please inform airport staff immediately. Be rest assured that everything possible will be done to assist you.

Tracing Baggage
We will initiate baggage tracing through our worldwide computerized tracing system and keep you informed of the status of your baggage. If you need any assistance, please contact our local airport office or check the search status using the Worldtracer system. To facilitate the search, please have your File Reference number ready.
View the status of your missing baggage
Airport Contact Addresses

Baggage Delivery
We will notify you as soon as your baggage is located and will deliver it to the address you specified, subject to local customs regulations.

Baggage Damage
Please be reminded that the primary function of luggage is to protect its contents. Some damage may be in connection with the nature of the baggage or its contents. Garuda Indonesia cannot be responsible for certain kinds of damage, in accordance with international rules, as described below. If you have any personal insurance to cover the damage, Garuda Indonesia will provide all required documentation.

  • Minor damage of protruding parts such as wheels, feet, straps, locks, extending handles, hanger hooks, loose flaps, pockets or any kind of attached item.
  • Minor dents or scratches or torn baggage.
  • Internal damage and damage caused by contents.
  • Damage to oversized/over-packed bags.
  • Cardboard boxes and other packing containers not suitable for carriage.
  • Baggage with Limited Release Tags.
  • Baggage with inadequate packing.


For domestic routes, if your baggage is damaged or any contents are missing as a result of damage or theft, you should report this immediately after arrival at the airport’s Baggage Service department. After leaving the baggage claim area, Garuda Indonesia can no longer take responsibility or accept a report for processing.
For international routes, if you discover major damage to your baggage, please report this to Garuda Indonesia as soon as you arrive. You can also send a written notice to Customer Care within 7 days after arrival.
Send an e-mail to Customer Care

Baggage Compensation

LOSS
For international travel, according to the Warsaw Convention, liability for loss of checked baggage is limited to USD$20.00 per kilogram (2.2lb) unless a higher value has been declared in advance and excess value charges have been paid.
For domestic travel, according to Peraturan Menteri Perhubungan Nomor PM. 77 tahun 2011; liability for loss of checked baggage is IDR 200,000 per kilogram or maximum IDR 4.000.000 per passenger.

DAMAGE
Garuda Indonesia and its agents have exercised due diligent care in all baggage handling. Nevertheless, damage might occur under certain circumstances. Luggage repair is available at major airports. These services provide door-to-door delivery of repaired or replacement luggage. Garuda Indonesia will be responsible for appropriate repair or replacement costs.
If your baggage is beyond repair, the age of possessions may be taken into account. Garuda Indonesia will compensate based on market value and depreciation of the damaged luggage.
For domestic routes, according to Peraturan Menteri Perhubungan Nomor PM. 77 tahun 2011; Garuda Indonesia can no longer accept a report for processing if checked luggage has been removed from the baggage claim area.
For international travel, according to the Warsaw Convention, liability for damage of checked baggage is limited to USD$20.00 per kilogram (2.2lb) unless a higher value has been declared in advance and excess value charges have been paid.

CABIN BAGGAGE
Cabin (unchecked) baggage includes items that you carry with you into the aircraft cabin and keep under your custody throughout the flight. Garuda Indonesia is not liable for any loss of or damage to cabin (unchecked) baggage unless such loss or damage is caused by Garuda Indonesia’s negligence. Under such circumstances, Garuda Indonesia’s liability is limited to US$400 per passenger for international flights only.

Unclaimed Baggage
CHECKED BAGGAGE
As a passenger; you are entitled to pick up your own baggage at the airport baggage claim area. This designated baggage claim area could be at a stop-over airport or the terminating airport.
If your baggage is not picked up, Garuda Indonesia will store it for 5 days; after that, it will be sent to Central Baggage Tracing & Prevention in Jakarta for 90 days. If a passenger fails to claim their baggage within 90 days, its disposal is subject to Garuda Indonesia’s discretion.
Please click here for more information about unclaimed baggage at airports that serve Garuda Indonesia.

-UNCLAIMED PROPERTY
Unclaimed property found in the cabin will be held by the baggage service for 5 days; after that, it will be stored at Central Tracing & Prevention in Jakarta for 30 days. If a passenger fails to claim their property within 30 days, its disposal is subject to Garuda Indonesia’s discretion. If you have found personal items that have been left behind in the aircraft cabin, please contact the Garuda Indonesia baggage office immediately.

Please remember that Garuda Indonesia is not liable for loss, damage, or delay in delivery of perishable property and baggage with inadequate packing, nor for damage to or damage caused by fragile articles, liquids, or perishables, nor the loss of, damage to, or delay in delivery of medicines, orthotics (medical support devices), money, jewelry, silverware, negotiable papers, securities, business/personal documents, spirits, books/manuscripts, optics, keys, publications, blueprints, paintings/works of arts, sound reproduction equipment, business samples, artistic items, irreplaceable items, photographs, business equipment, natural fur products, antiques, heirlooms, collectibles, artifacts, precious metals/stones, photographic/audio/video equipment and related items, computer hardware/software or electronic components/equipment.

Baggage Tracing
This link is designed to give you another convenient option for obtaining current information regarding the status of your mishandled baggage. All you need to do is enter the file reference number provided by our baggage service staff and your name. Then, click the "submit" button and the system will tell you the status of your lost baggage.
This online link also enables direct communication between you and Garuda Indonesia. By clicking on the "contact your airline" button, you can direct comments or questions to those handling your file. We will then respond to you by either telephone or e-mail. We offer this service worldwide and apologize in advance for any inconvenience due to its availability in English only.