Your Current Location:Home>FAQ>Baggage Services>Damage or Loss

Damage or Loss

What should I do if my baggage is lost?

Please contact the staff at the airport service counter ASAP for their assistance to get your lost baggage back. Otherwise the searching process will be more complicated. Please call the service hotline 95539 for more information.

What should I do if my baggage is delayed or damaged?

In addition to the baggage whose declared value has already been dealt with and relevant cost has already been paid off, if the checked baggage of domestic flight passengers is fully or partially lost or damaged, the compensation amount does not exceeds RMB 100 Yuan per kg. If a baggage's value is less than RMB 100 Yuan per kg, the compensation is conducted according to the actual value. If the international flight baggage is damaged, lost or delayed during transportation, compensation liability limit of each passenger shall be dealt with according to 1131 special drawing rights of The Montreal Convention.

The service counter is set up in the airport, please consult relevant staff for more details.

What should I do if my suitcase or clothes are damaged or lost?

Generally the loss or damage of carry-on baggage will not be compensated, unless it is clearly proved that the loss or damage is caused by China Southern Airlines. In such case, please contact the flight attendant or airport staff ASAP, so as to help you solve the problem. For more information, please contact the customer service hotline.

How to inquire about the exact location of my lost baggage?

Your baggage status can be inquired in Baggage Inquiry on the China Southern Airlines' portal website.x

Who should I contact if I leave my baggage in the cabin?

When you find your baggage leave in the cabin after disembarking a plane, please contact the staffs at airport service counter ASAP and they will assist you to handle this.