Luggage not appearing on the carousel, being damaged, or missing items are undesirable situations for passengers after a flight. When irregularities occur, it is crucial to report them immediately at the arrival airport so that Sun PhuQuoc Airways can record the incident and create a Property Irregularity Report (PIR), which serves as the basis for search and handling assistance.
What problem is your luggage experiencing?
Delayed luggage
If your luggage does not appear on the carousel after the flight arrives, please go to the Lost & Found counter of Sun PhuQuoc Airways at the arrival airport and notify the staff immediately.
The airline will receive the information, create a PIR, and initiate a search. Once found, Sun PhuQuoc Airways will contact you to arrange the time, location, and method of return.
Damaged luggage
If you notice that your suitcase is torn, broken, or shows signs of damage, notify staff immediately before leaving the baggage claim area.
Reporting early allows the airline to record the actual condition of the luggage and create a PIR to serve as the basis for reviewing claims.
Missing items from luggage
If you discover that items inside your luggage are missing, keep the baggage in its current state and notify Sun PhuQuoc Airways staff in the baggage claim area to receive guidance on filing a report and providing the necessary documentation.
The first thing to do when there is a baggage irregularity
Do not leave the airport before notifying us.
As soon as you discover your luggage is delayed, lost, or damaged:
Go to the Lost & Found counter at the arrival airport.
Notify Sun PhuQuoc Airways staff of the baggage status.
Provide your baggage tag and related information.
Request the creation of a Property Irregularity Report (PIR).
Keep the PIR and related documents for future claim purposes.
What is the time limit for baggage claims?
This is information that passengers especially need to note:
Baggage Status | Claim Filing Deadline |
Damaged luggage, missing items, or loss of one/multiple pieces | Within 7 days from the date of receipt |
Delayed luggage | Within 21 days from the date of flight arrival |
Claims must be made in writing and submitted within the specified timeframe. Claims that are late or not made in writing will not be considered or resolved by the airline.
What do I need to prepare when filing a claim?
Sun PhuQuoc Airways may require passengers to provide:
Identity documents.
Boarding pass.
Flight ticket.
Baggage tag.
Photos of the damaged luggage condition.
Other information or documents to support the review process.
What should not be placed in checked baggage?
To minimize risks, Sun PhuQuoc Airways recommends that passengers do not place valuable items or important documents in checked baggage.
In particular, do not check in:
Cash.
Jewelry, precious metals, gemstones.
Passports and identity documents.
Valuable equipment or documents.
Fragile items.
Fresh or perishable goods.
What situations are not considered luggage damage?
Not all external signs on a suitcase are considered damage subject to compensation. The airline is not responsible for normal wear and tear such as minor dents, scratches, dirt, scuff marks, or damage to straps, hooks, belts, external locks, name tags, and accessories attached by the passenger.
What if my luggage is not found after 21 days?
If luggage cannot be located after 21 days, the limit of liability for compensation will be determined according to the Conditions of Carriage of Sun PhuQuoc Airways.
Frequently Asked Questions
What should I do if my luggage is delayed?
Please immediately contact Sun PhuQuoc Airways staff at the Lost & Found counter at the arrival airport to create a PIR and provide information to assist in the search.
What is a PIR?
PIR (Property Irregularity Report) is a document regarding baggage irregularities, created when luggage encounters problems such as delays, loss, or damage. This is a crucial basis for the airline to receive and handle the case.
Can I go home and then report damaged luggage?
You should notify us immediately at the arrival airport before leaving the baggage claim area. If no claim is made at the airport, the airline may consider this primary evidence that the luggage was delivered in suitable condition.
How long do I have to file a claim for damaged luggage?
Claims must be submitted in writing within a maximum of 7 days from the date of receipt of the luggage.
What is the claim deadline for delayed luggage?
Passengers must submit a written claim within 21 days from the date of flight arrival.
Is there compensation if luggage is not found after 21 days?
If not found after 21 days, the limit of liability for compensation is determined according to the Conditions of Carriage of Sun PhuQuoc Airways.
What documents should I keep?
You should keep the PIR, baggage tag, flight ticket, boarding pass, identity documents, and photos of the luggage condition to provide when requested by the airline.
With luggage irregularities, the timing of the notification is very important. Do not leave the airport without reporting the baggage status and creating a PIR. Recording the incident immediately at the airport helps Sun PhuQuoc Airways have all the necessary information to begin the search, verification, and support process for you.
