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Mishandled Baggage
Mishandled Baggage

Mishandled Baggage

We understand that losing your personal belongings can be a frustrating experience, but we are here to help you through the process of recovering your items.

Reporting Lost Items

If you believe you have lost something on one of our flights, please report it as soon as possible. You can do so by filling out our Lost and Found form on our website or at the airport. Please provide as much detail as possible about the lost item, including the flight number, seat number, and a description of the item. Our team will then investigate and do their best to recover your item.

Recovering Lost Items

If your lost item is found, we will contact you to arrange for its return. We will need to verify that the item belongs to you, so please be prepared to provide identification and proof of ownership.

If your lost item is not found within 14 days, you may consider it lost for good. However, we will still do our best to assist you with any questions you may have regarding the lost item.

Damaged or Delayed Baggage

If your baggage is damaged or delayed, please report it to our baggage service office before leaving the airport. We will do our best to repair or replace your damaged baggage and will offer first-need allowances to help you get by while we do our best to locate your bag.

Making a Claim

If you have lost something on one of our flights and it has not been found, you may be eligible for compensation. Please fill out our Lost and Found form on our website and select "Claim" as the reason for reporting the lost item. We will review your claim and contact you to discuss the next steps.

Please note that we may require additional documentation to process your claims, such as proof of ownership or a police report.

Please note our liability for damaged baggage is based on our Conditions of Carriage and/or the Warsaw or Montreal Conventions, unless a higher value has been declared in advance, our liability remains limited.

We are also not responsible for baggage damage due to normal wear and tear, which includes

  • Cuts, scratches, scuffs, dents, and marks;
  • The bag’s poor quality
  • Damage to or loss of protruding parts, including straps, pockets, pull handles, hangar hooks, wheels, external locks, security straps, or zipper tabs;
  • Damage due to improper or overpacking;
  • Baggage accepted under the conditions of the Limited Release Tag - including items retrieved or confiscated by airport authorities or security personnel.

Frequently Asked Questions

  • 01. What is RwandAir's baggage policy for checked baggage?

    RwandAir's baggage policy for checked baggage varies depending on your fare class and route. Typically, passengers in Economy Class are allowed one or two pieces of checked baggage, each with a maximum weight limit, while Business Class passengers have higher allowances. Check the baggage allowance for your specific flight and fare class on our Baggage Allowance page.

  • 02. Can I carry cabin baggage, and what are the size and weight restrictions?

    Yes, if your checked baggage exceeds the weight or piece limit, you may be subject to excess baggage fees. These fees depend on your route and the excess weight or pieces. You can pay for excess baggage at the airport or online during the booking process to save time and money.

  • 04. Can I bring sports equipment or special items like musical instruments on my flight?

    RwandAir allows the carriage of special items like sports equipment and musical instruments, but there may be additional charges or size/weight restrictions. Please refer to our Baggage Allowance page for specific guidelines and fees related to these items.

  • 05. What should I do if my baggage is delayed, lost, or damaged during my journey?

    If your baggage is delayed, lost, or damaged, please report it to RwandAir's Baggage Services at the airport immediately. You will receive a Property Irregularity Report (PIR). For lost baggage, we will make every effort to locate it. For damaged baggage, please keep all relevant documentation and contact us for assistance.

  • 06. Can I purchase additional baggage allowance in advance?

    Yes, you can purchase additional baggage allowance in advance through our website or by contacting RwandAir's Customer Service. Buying excess baggage online is often more cost-effective than doing so at the airport. Be sure to check our Baggage Allowance page for details on fees and limitations.