Declaring a baggage incident or lost property

If your baggage is missing on arrival in Japan


Report this immediately to the Air France Baggage Service at the airport where you land.
A baggage file will immediately be opened. It comprises:
- an inventory letter,
- the local number of the Baggage Assistance Service.
A file number will be given to you. Keep it safe.
  • If your baggage is not located within 2 days

    Fill out the inventory letter given to you when the file was opened, as accurately as possible, giving:
    - the color and shape of baggage,
    - a detailed list of all items contained in the baggage.

    Send this back to the Air France Baggage Assistance Service at the airport of your arrival.
  • For the first 5 days following baggage loss

    The Baggage Assistance Service of your arrival airport is responsible for following up your file.
  • From the 22nd day following the loss

    Air France does its utmost to find your baggage during the first three weeks following your official loss declaration. After this time period has elapsed, if your baggage has still not been located, you are requested to make contact with the Baggage Assistance Service in your country of residence:

    Air France Customer Care
    Fax: 03-6368-6980

    New Aoyama Bldg
    1-1-1 Minami Aoyama, Minato-ku
    Tokyo

If your baggage is missing on arrival in a foreign country

Report this immediately to the Air France Baggage Service at the airport where you land.

A baggage file will immediately be opened. It comprises:

- an inventory letter,
- the local number of the Baggage Assistance Service.

A file number will be given to you. Keep it safe.


  • If your baggage is not located within 2 days

    Fill out the inventory letter given to you when the file was opened, as accurately as possible, giving:

    - the color and shape of baggage,
    - a detailed list of all items contained in the baggage.

    Send this back to the Air France Baggage Assistance Service at the following address:

    Air France
    Service Bagages CDG-LZ
    Aéroport Charles de Gaulle
    BP 10201
    95403 Roissy – Charles-de-Gaulle cedex
    France
  • For the first 5 days following the loss

    The Baggage Assistance Service at your arrival airport is responsible for following up your file. You may contact the Service at the telephone number given once your baggage file is opened.
  • From the 22nd day following the loss

    Air France does all it can to find your baggage during the first three weeks following your official loss declaration. After this time period has elapsed, if your baggage has still not been located, you are asked to make contact with the Baggage Assistance Service in your country of residence:
Air France Customer Care
Fax: 03-6368-6980

New Aoyama Bldg
1-1-1 Minami Aoyama, Minato-ku
Tokyo

Delay claims


If your baggage has been found and delivered, but it is several days late, we cover all delay claim costs that you may have incurred owing to this inconvenience (for example, toiletries, clothes, etc.)

To receive a refund, you must send a letter (at the latest 21 days after your baggage has been delivered) supplying your expenditure documents (invoices, etc.) to the following address:

Air France Customer Care
Fax: 03-6368-6980

New Aoyama Bldg
1-1-1 Minami Aoyama, Minato-ku
Tokyo

Damaged baggage


  • If you find that your baggage is damaged upon arrival in Japan:
    Report this immediately to the Air France Baggage Service at the airport where you land. A Damage Property Report (DPR) will be created and a file number given to you.
    Once this report has been drawn up, contact the Baggage Assistance Service at the following address:
Air France Customer Care
Fax: 03-6368-6980

New Aoyama Bldg
1-1-1 Minami Aoyama, Minato-ku
Tokyo
  • If your baggage is damaged upon arrival in a country other than Japan
    Report this immediately to the Air France Baggage Service at the airport where you land.
    A Damage Property Report (DPR) will be created and a file number given to you.
    The local Baggage Service will explain the procedure to follow in order to carry out any repairs.
  • If you discover that your baggage is damaged once you have left the airport
    Submit a claim within 7 days of the date you received your baggage, attaching the originals of the following documents:

    - ticket receipt,
    - boarding passes
    - baggage label(s)
    - the Damage Property Report (DPR) created at the destination airport,
    - expenditure documents.

    Send this claim to the Air France Baggage Assistance Service at:
Air France Customer Care
Fax: 03-6368-6980

New Aoyama Bldg
1-1-1 Minami Aoyama, Minato-ku
Tokyo

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