DAMAGED OR LOST BAGGAGE

If you arrive at your destination without your checked baggage, rest assured that we’ll do everything we can to assist and have your baggage delivered to you as soon as possible.


• Please approach our ground staff at the airport immediately. You’ll have to complete a report to describe your bag in detail, along with your contact information and delivery address.


• A copy of your report
• A File Reference Number


We’ll notify you as soon as your baggage is found and deliver it to the address you specified, subject to local customs regulations.
Alternatively, you may collect your baggage from us at the airport.


In the unlikely event that your delayed bag is still not located, you’ll have to file a claim.

You’ll need to do the following:
• Fill in the Baggage Claim Form emailed to you by the respective Lost and Found offices
• Return the completed form with all supporting documentation by email to the address indicated on the form
• You can also submit this information online via our Lost / Damaged Baggage Form.


If your checked baggage arrives damaged, you’ll need to report the damage within 7 days of receiving your bag. Our appointed agents will assess the damage and let you know if your bag can be repaired. You can submit this information online via our Lost / Damaged Baggage Form.


If you’re still in the airport, please approach our ground staff immediately.
If you’ve already left the airport, please contact your local Samoa Airways office here.


• Contact details
• Flight and baggage tag details
• Description/Evidence of the damage


Samoa Airways’ liability is limited in accordance with the terms of Samoa Airways Conditions of Carriage for Passengers and Baggage.
Except as the applicable Conventions or other law or regulations may otherwise require, we do not assume liability for normal wear and tear to baggage. This includes:
• Cuts, scratches, scuffs, dents and marks that may occur despite careful handling
• Damage to, or loss of, protruding parts of the baggage including, straps, pockets, pull handles, hanger hooks, wheels, external locks, security straps, zipper tabs or other parts attached to the baggage
• Unsuitably-packed luggage (e.g. over-packed)
• Baggage accepted under the conditions of the Limited Release tag – this includes items retrieved or confiscated by the airport authorities or security personnel
Please do not include valuables, important documents or money in your checked baggage. Your fragile or perishable items should not be carried in checked baggage as well.


If you’ve left items behind on one of our aircraft, you can submit a search request for your item here. If you’ve left items behind at the airport gate, please get in touch with the Airport Lost & Found office as soon as possible


If you’ve purchased a travel insurance policy to cover your recent travel, you can consider making a claim against your travel insurance policy, which may provide you with a more comprehensive insurance coverage.