Lost/Delayed Baggage
Baggage services

While we strive to ensure you always receive your belongings as scheduled and in their original condition, we also provide contingency services should something unfortunate happen.

Baggage services, also known as Mishandled Load Office (MLO) or Lost and Found Office, takes charge of:

  • delayed or missing baggage
  • damage and pilferage
  • articles or items left on an aircraft or within Malaysia Airlines premises
  • 'on-the-spot' compensation
  • free delivery service of mishandled baggage to passengers

For more information regarding claims, terms and conditions, baggage tracing and liability limitations, please download Baggage on Arrival (PDF).


Lost/Delayed baggage

If you have a checked bag missing, please contact a Malaysia Airlines representative in person immediately upon arrival at the airport. Right after the Property Irregularity Report (PIR) is completed, the tracing for the baggage will commence. You will be given a file reference number to check the status of your baggage online. Passengers will also be updated regularly during the tracing period.


In the rare cases when missing luggage is not found within the first five days, a second, more detailed tracing process begins. For this reason, we ask you to provide us with as many details about the luggage item as possible, as well as a description of the contents.

Should your baggage not be returned to you after three days, please download, complete and return the form below to the following address to facilitate a more thorough enquiry.

Missing Baggage Questionnaire Form (English)
Borang Soal Selidik Kehilangan Bagasi (Bahasa Malaysia)

Central Baggage Tracing Office
Malaysia Airlines
Level 3, Main Terminal Building
Kuala Lumpur International Airport
64000 Sepang
Selangor, Malaysia

Tel: +603 8776 3747
Fax: +603 8787 4670
Email: mhlbag@malaysiaairlines.com   
Opening times: (Mon–Fri) 9 am–9 pm, (Sat) 9.30 am–12 pm, (Sun) Closed


Damaged baggage

In the event that a piece of checked luggage is damaged, please report it to a Malaysia Airlines representative as soon as possible, preferably before you leave the airport. Our staff and handling agents will examine the damage to your baggage, and will often be able to resolve your claims on the spot. Claims should be made at the Malaysia Airlines Baggage Service office, which is usually located in the baggage claim area, or at the office of our designated handling agent.

A Property Irregularity Report (PIR) will not be completed if the bag has been checked in with a Limited Release Tag indicating previous damage to the bag. Please pack your bags carefully, as damage resulting from a bag or suitcase being over-packed or overweight is not covered.

Please be advised that Malaysia Airlines does not accept claims for damage due to normal wear and tear (missing or damaged straps, scratches, nicks, wheels, locks, zipper damage, scuffs, dents, soiling, feet, clips or exterior tube handles) or manufacturer's defects.


Left baggage service

Left baggage service is currently available at Kuala Lumpur International Airport (KLIA), Kuala Lumpur City Air Terminal (KLCAT), Penang and Kota Kinabalu airports. Left baggage service is available through an airport/terminal concessionaire at a charge.