Baggage Help Page
At Philippine Airlines, we understand that your journey involves more than just reaching your destination—it is about the seamless and stress-free handling of your belongings. Our Baggage Help Center is available to offer guidance and information regarding any baggage concerns.
If you need to report an issue or check the status of a filed report, you can do so through our Baggage Issue Reporting Portal.
Understanding your baggage allowance is an important part of your travel as it ensures a smooth and hassle-free journey. It not only helps you pack efficiently but also prevents any unforeseen complications related to excess baggage fees or restrictions. To know the importance of your baggage entitlement, explore the specifics of the Free Baggage Allowance (FBA) and its application throughout your travel experience.
The Free Baggage Allowance (FBA) entitlement is valid only for the entire journey indicated on the ticket and may not necessarily apply to connecting flights. Domestic Free Baggage Allowance (FBA) shall apply on domestic tickets purchased separately from an international ticket.
We also offer flexibility to tailor your baggage allowance according to your travel plans. By purchasing our Prepaid Baggage, you can maximize your savings on additional baggage by securing your purchase before your flight.
Handling special baggage requires extra care and attention to ensure their safe transportation. Special Baggage includes sports equipment like bicycles, golf clubs, surfboards, and delicate musical instruments like guitars or violins. Fragile items like artwork or antiques, certain medical equipment, and even pets may also fall under the classification of special baggage. We advise our passengers to inform us in advance about their special baggage to check the specific policy as it varies, and additional fees may apply.
Each flight ticket has its own Free Baggage Allowance (FBA) policy. This Free Baggage Allowance (FBA) entitlement is valid only on a specific flight and may not necessarily apply to your connecting flight/s. Philippine Airlines (PAL) or other carriers may require passengers to pay Excess Baggage Charge (EBC) if the Free Baggage Allowance (FBA) entitlement is lower on your connecting flights.
It is important for passengers to adhere to these restrictions to avoid extra charges and ensure a smooth check-in process.
Before departure, a Passenger may declare a baggage value in excess of PAL’s liability limitations, provided that, if a sector(s) of the Carriage is performed by another carrier that applies different excess value charges, PAL may refuse to accept a special declaration with respect to such sector(s).
In the event a special declaration is made, an additional valuation fee shall be charged as follows:
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For a declared baggage value in excess of the airline's liability limitations, the charge is USD1.00 for every USD100.00.
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The declared value of goods must be based on evidence, with a maximum limit of USD 2,500.00.
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For more information, please reach out to any of our check-in agents.
Checked-In Baggage Concerns
Damaged baggage happens when passengers retrieve their checked baggage after a flight and they may discover visible damage, such as broken zippers, dents, or scratches. Pilfered checked baggage implies that the contents of the luggage may have been tampered with or items removed without the passenger's knowledge or consent.
Confiscated Items from Inspected Baggage
Please be advised that any items confiscated by airport authorities due to non-compliance with regulations shall be left with airport authorities and will not be returned. We encourage all passengers to review and follow security guidelines to avoid confiscation of belongings.
What to Do If Your Baggage Is Damaged or Pilfered
If your checked luggage has sustained damage or has been subject to unauthorized opening, passengers are advised to approach the Baggage Assistance Counter located at the Arrival Area, providing documentation and details of the incident. This allows us to investigate the incident and take corrective measures to prevent future occurrences. We shall record the details of the damage to your baggage, and you will be offered immediate assistance, as necessary.
Creating a Report and Tracking Your Damaged or Pilfered Baggage
You can also report your damaged or pilfered checked baggage and receive updates on a filed report by visiting our Baggage Issue Reporting Portal. After completing the report, you will receive a reference number. Please keep this reference number handy to track your damaged or pilfered baggage. You may also contact us through our Global Reservation and Customer Support channels.
Compensation and Resolution
Please note our liability for checked damaged baggage is based on our General Conditions of Carriage and/or the 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:
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Cuts, scratches, scuffs, dents and marks;
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Damage to or loss of protruding parts, including straps, pockets, pull handles, hangar hooks, wheels, external locks, security straps, or zipper tabs;
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Damage due to improper or overpacking;
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Checked Baggage accepted under the conditions of the Limited Release Tag - including items retrieved or confiscated by airport authorities or security personnel.
Philippine Airlines is not responsible for any damage due to normal wear and tear such as minor cuts, scratches, and broken zippers including fragile items and musical/sports equipment; 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.
In situations where damage is confirmed, we strive to offer compensation in accordance with our policies. Your satisfaction is our priority, and we are here to ensure a smooth and efficient resolution to any inconvenience you may have experienced.
We understand the inconvenience that can arise when your checked baggage is delayed during your journey. Our Baggage Assistance Counter in the Arrival Area provides support and assistance to ensure a swift resolution and the prompt return of your belongings.
What to Do If Your Baggage is Delayed
If you discover that your checked baggage has not arrived at your destination, we sincerely apologize for any disruption to your travel plans. Please report the delay to our dedicated Baggage Assistance Counter in the Arrival Area promptly. Your cooperation in providing details about your missing items is crucial for expediting the resolution process.
Creating a Report and Tracking Your Delayed Baggage
You can also report your delayed baggage and receive updates on a filed report by visiting our Baggage Issue Reporting Portal. After completing the report, you will receive a reference number. Please keep this reference number handy to track your delayed baggage. You may also contact us through our Global Reservation and Customer Support channels.
We understand the significance of a seamless travel experience, and we sincerely regret any inconvenience caused by missing or lost baggage. On instances where a passenger's checked luggage does not arrive at the designated destination, passengers are advised to report the missing baggage as soon as possible.
What to Do If Your Baggage Is Missing
If you discover your baggage is missing upon arrival, please report the issue to our Baggage Assistance Counter in the Arrival Area. We are committed to initiating a thorough search to locate your belongings promptly.
Creating a Report and Tracking Your Missing Baggage
You can also report your missing baggage and receive updates on a filed report by visiting our Baggage Issue Reporting Portal. After completing the report, you will receive a reference number. Please keep this reference number handy to track your missing baggage. You may also contact us through our Global Reservation and Customer Support channels.
Compensation and Resolution
In the unfortunate event that your baggage is not recovered within a reasonable timeframe, our Baggage Assistance team will guide you through the compensation process. We aim to provide fair and timely resolutions for any inconvenience you may have experienced. For international and domestic flights, if your baggage is not found by the seventh day after the baggage was reported missing, accomplish the Baggage Claim Form for further processing. Before filling out the Baggage Claim Form, ensure that you have a previously filed report at the airport, as this information is required to complete the form. Once the form is fully filled out, please submit it to the following email addresses:
Terminal 1 International
Email: BaggageServicesINT@pal.com.ph
Terminal 2 Domestic
Email: BaggageServicesDOM@pal.com.ph
Your satisfaction is our top priority, and we understand the importance of addressing concerns related to missing, lost, damaged, or pilfered checked baggage. Our contact channels are designed to keep you informed and supported throughout the resolution process.
If you've filed a report for missing, lost, damaged, or pilfered checked baggage, our dedicated team is actively working to address your concerns. We are committed to transparent and timely communication thus, any additional information, updates, or clarifications regarding your reported incident are communicated through your provided contact information.
To track your filed report, please visit our Baggage Issue Reporting Portal.
You may also contact us through our Global Reservation and Customer Support channels.
Unchecked or Hand-Carry Baggage and Personal Items Concerns
Your Unchecked or Hand-Carry Baggage/Items remain in your custody before, during and after the flight. Please be mindful of your belongings throughout the flight and keep your valuable possessions secured.
Ensure to secure your cash and valuable items with you before placing any hand-carry item in the aircraft overhead compartments. PAL shall not be responsible for pilfered, lost or damaged unchecked or hand-carry baggage .
Please be advised that any items confiscated by airport authorities due to non-compliance with regulations will remain with the relevant authorities and will not be returned. We encourage all passengers to review and follow security guidelines to avoid confiscation of belongings.
If you have left an item within the airport premises, please contact the concerned airport authority.
For items left onboard a Philippine Airlines flight:
For international flights, email: BaggageINT@pal.com.ph
For domestic flights, email: BaggageDOM@pal.com.ph
You can also reach out through our Global Reservation and Customer Support channels.