Baggage Delay/Damage/Loss

We are very sorry for the delay / damage / loss of your checked baggage during transportation. We will try our best to solve it for you.

I. Handling of Abnormal Baggage Transportation

1. Declaration Guidelines

If your baggage is transported abnormally, please go to the baggage service counter of Shenzhen Airlines or its ground agent to make declaration immediately. Our staff will assist you to fill in the Abnormal Baggage Transportation Record. The materials you must provide in the declaration process are:

1. Valid boarding ID

2. Baggage claim coupon of the baggage concerned

If necessary, the staff may also ask you to provide:

1. Boarding pass of the flight

2. Passenger coupon of excess baggage ticket (or duplicate)

3. Passenger coupon (or duplicate) of the flight ticket, or electronic itinerary

After completing the declaration, please keep the Abnormal Baggage Transportation Record handed over by the staff.

2. Disposal Instructions

If your baggage fails to be transported with you on the same airplane, we will timely inform you of its latest status according to the situation we found. You can also contact us through the contact information on the Abnormal Baggage Transportation Record to get to know the latest information. You can also query your baggage through Shenzhen Airlines official website - travel instructions - lost baggage query. Most of the baggage that did not transported on the same flight can be retrieved. After the baggage is retrieved, we will contact you for the baggage delivery. However, if your baggage cannot be retrieved 72 hours after declaration, we will contact you to dispose of it according to the baggage loss procedure.

If your baggage is damaged, after you complete the declaration, our staff will communicate with you about the follow-up matters based on the loss of your checked baggage.

3. Responsibilities of Shenzhen Airlines

In case of the following circumstances, Shenzhen Airlines shall bear the responsibility or bear part of the responsibility:

1. Your checked baggage is delayed, destroyed, lost or damaged onboard the aircraft or during any period under the control of Shenzhen Airlines.

2. The destruction, loss or damage of your non- checked baggage occurred during your boarding and disembarking or on the aircraft, and was caused by the fault of Shenzhen Airlines or the fault of its employees or agents.

3. In case of joint transportation, Shenzhen Airlines is only responsible for the baggage loss on the segment actually carried by Shenzhen Airlines. However, if Shenzhen Airlines is the first or last carrier of the joint transportation, you can appeal to Shenzhen Airlines no matter which segment your baggage loss occurs.

In case of the following circumstances, Shenzhen Airlines shall not bear the responsibility or not bear the whole responsibilities:

1. Natural disasters or other uncontrollable causes.

2. Because Shenzhen Airlines complies with or you fail to comply with national laws, government regulations, orders and requirements.

3. Loss caused by inherent defect, quality or defect of baggage.

4. If Shenzhen Airlines proves that it has taken all reasonable measures or is impossible to take such measures in order to avoid delay, it shall not be liable for baggage delay.

5. During baggage transportation, if Shenzhen Airlines proves that the loss is caused by or contributed to your own fault, Shenzhen Airlines shall be exempted or mitigated accordingly according to the extent of fault causing or contributing to such loss.

6. The liability of Shenzhen Airlines shall not exceed the amount of loss proved. Shenzhen Airlines shall not be liable for indirect or consequential losses.

7. For the loss of items that Shenzhen Airlines does not recommend to be put into your checked baggage, Shenzhen Airlines will only be liable for general compensation.

8. Shenzhen Airlines shall not be liable for the loss of your baggage due to the contents in your baggage; If the contents in your luggage cause damage to other people's articles or Shenzhen Airlines' property, you shall compensate Shenzhen Airlines for its losses and all expenses incurred therefrom.

9. When the baggage is delivered, if you do not raise any objection to the integrity of the baggage, nor can you provide the certificate of loss caused by Shenzhen Airlines, Shenzhen Airlines will not be liable.

10. For checked baggage with “Exemption Baggage Tag" and your signature, Shenzhen Airlines will not bear the transportation compensation liability for the exempted items on the baggage tag.

11. Shenzhen Airlines shall not be liable for compensation beyond the baggage loss declaration acceptance period.

II. Compensation for Abnormal Baggage Transportation

1. Time Limit for Claims

If your checked baggage is damaged, you should contact Shenzhen Airlines within 7 days from the date of receiving your checked baggage to file a claim.

If your checked baggage is delayed, you should contact Shenzhen Airlines and file a claim within 21 days from the date when Shenzhen Airlines delivers your checked baggage to you.

2. Limitation of compensation

International Flight

For flights within the adjusting scope of Warsaw Convention, the baggage compensation limit is 17 SDR* per kilogram. If the actual loss of baggage is lower than this standard, compensation will be made according to the actual loss of baggage. The compensation limit for each passenger's non-checked baggage is 332 SDR*.

For flights within the adjusting scope of the Montreal Convention, if you can provide reasonable proof of loss, the compensation will be made according to the actual loss of baggage, but the compensation limit for each passenger's checked and non-checked baggage is 1288 SDR*.

Baggage compensation shall be handled in accordance with the provisions of Shenzhen Airlines on baggage transportation. For specific matters, please dial 95361.

*SDR refers to the special drawing right stipulated by the International Monetary Fund. The value of SDR can be found at www.imf.org.

Domestic Flight

If all or part of your checked baggage is damaged or lost, our compensation limit is 100 yuan per kilogram. If the value of baggage is less than RMB 100 per kilogram, compensation shall be made according to the actual value. The compensation limit for each passenger's non-checked baggage is RMB 3000.

International flight rules shall apply to flights from and to Hong Kong, Macao and Taiwan.

3. Time limit for litigation

Your claim limitation period for compensation against us is two years, calculated from the date when the aircraft actually arrives at the destination. If it fails to arrive, it shall be calculated from the date when the aircraft should arrive at the destination. Otherwise, you will lose the right of action for baggage loss.