BAGGAGE FAQs

Some quick answers to commonly asked questions.

We do unfortunately experience very short notice high demand and peak periods, which are out of our control. This is due to flights suddenly arriving with no baggage or a high amount of baggage missing without any warning. This means we are required to provide extra staff in the arrivals area from our contact centre. This could cause a delay in getting through to us. You can use the following FAQ’s which may assist. If these do not help your query you can email us at info@arvinaviation.com.

Please note, if you are calling us as online it says “No trace” on your luggage, we will only be able to tell you the same. We will be unable to give you a timescale, as we do not know at 'File Still Under Tracing' stage where your luggage is.

Delayed Baggage

Online - File Tracing. What does this mean?
This means we do not currently have a trace on your luggage and we are unable to give any timescale to reunite it with you or even when it is due in to us to for processing, as we are still in the process of finding it. You should check back later. If you do call or email us, we will inform you of the same as we access the same information as the tracing system.
What is the time frame for Arvin Aviation locating my luggage?
We are under no liability to trace luggage within a set time frame. We carry out the primary tracing for between 5 and 7 days depending on the airline. After this time the airlines secondary tracing team will automatically take over the tracing file for further in-depth tracing. This is because a very high percentage of baggage will be returned to passengers within the first 5 days.
Online - Luggage has been located, pending confirmation, What does this mean?
Your luggage has been located, pending confirmation and is en route to the airport for us to process. Please check back later for a further update. This process can take up to 24 hours depending on where in the world it is coming to us from and the next flight/routing availability.
Online - File Progressing, What does this mean?
Your luggage has been located, pending confirmation and is en route to the airport for us to process. Please check back later for a further update. This process can take up to 24 hours depending on where in the world it is coming to us from and the next flight/routing availability.
Can I claim compensation for my delayed luggage?
We only trace and deliver delayed baggage. You will need to contact the airline you flew with to enquire about compensation. Compensation rules vary from airline to airline and factors such as if you are a resident in the UK or traveling to the UK for a visit, can make a difference.
Will I be contacted to say you found my luggage together with a delivery time?
Some airlines will automatically email or text to say your luggage has been found. When luggage is handed over to the courier companies for delivery you will receive either a text message with a delivery time window or a phone call, providing you left us a mobile number when you came to our facility to report it missing.
Some details on my World-tracer file are incorrect.

If we have taken any incorrect details from you when you reported the luggage missing and you require them changing, please email info@arvinaviation.com quoting your file reference number and the changes you wish to make. We will action this as soon as possible after the email is received. The most accurate information could speed up tracing, but also offer ultimate success.

If my luggage is not located, how long do I wait before I can claim?

After 21 days you should contact your airline to commence a claim or alternately your insurance company.

What do I need to do if I have taken a bag that does not belong to me?

If you have taken a bag not belonging to you, you should call us or email us on info@arvinaviation.com. You will be required to return the bag you have taken before we are able to release your bag to you. Some airlines insist you take the incorrect bag you have, directly to the correct passengers home, before they allow us to release yours (Although this is a select couple of airlines.) We will arrange a time and place for you to return it to the airport. If it is a situation where you have taken someone else's bag and they have taken yours, with permission from each party we will swap each others details and it will be both parties responsibility to arrange a mutual swap of the luggage. If you are unable to return luggage, we may be able to offer a price to bring your luggage to you and take away the incorrect one. A price for this can be obtained from groundservices@arvinaviation.com.

Online - What does “My bag is with the courier” mean?
The courier company appointed by the airline now has your luggage for delivery. You will receive a text message or phone call (if you gave us a mobile number) with a delivery time. For the airlines Arvin Aviation deliver for, we will text you a 2hour time window delivery slot. You can also trace your delivery on this website under the Track Delivery tab for the list of airlines we deliver for.
My luggage was missing flying from Birmingham
We are unable to trace any baggage missing on flights from Birmingham. We trace bags missing into Birmingham only. You need to keep in contact with the details on the letter you were given when you made your report at your arrival airport. Alternatively, you can contact your airline.
I need a letter confirming when I received my delayed luggage for my insurance?
You will need to contact the airline you flew with to get this letter issued. We are unable to issue this to you.
Can I avoid having lost or damaged luggage?
Arvin Aviation has teamed up www.bagsahead.com. Bagshead is designed to take the stress out of travelling, by letting you travel bagless! You simply log onto the Bagsahead website, obtain your personal door to door worldwide price to move your luggage including bags, golf bags, ski equipment, snowboards and bikes. You then print your unique shipping label after payment and place it on your item. You then get a knock at the door a few days ahead of travelling to collect your luggage. When you arrive at your destination your luggage item will be waiting for you, be this a hotel, chalet, villa etc. They offer a one way and return service. Just enter this code to receive 5% off your first order ARVI0417. Luggage is scanned up to 8 times more on this service compared to the way airlines scan and trace bags. They also give you live updates as your luggage is on the move! It is not handled in the way airlines handle bags either, greatly reducing the risk of damage.
Will I be contacted to say you found my luggage together with a delivery time?
Some airlines will automatically email or text to say your luggage has been found. When luggage is handed over to the courier companies for delivery you will receive either a text message with a delivery time window or a phone call, providing you left us a mobile number when you came to our facility to report it missing.
Online - My baggage is showing it will not be delivered today, can this be changed?
Once the delivery process has been initiated it can be very difficult to change it. This could be as it is in a courier network transiting through various depots. Each airline has its own criteria for luggage delivery ranging from same-day to overnight and also overnight next working day i.e. Friday for Monday. Sometimes, class of travel, such as Business Class, if you are a UK resident or a visitor and if you are an airline cardholder, may all determine delivery criteria.
What time do you deliver up until?
Deliveries commence from 0800 and can continue right through until 2359hrs, if required by an airline.
My luggage was delivered, but it was damaged
You will need to put your claim in writing to the airline within 7 days with any accompanying evidence.
I have my luggage, but items are missing
You will need to contact your local Police Station to obtain a Crime Reference Number. Then contact your Insurance Company or Airline to commence a claim.
I left the airport without reporting damaged luggage
Some airlines will not entertain any claim for damage if you have left the airport and not reported it damaged and obtained a unique Property Irregularity Report number. All damaged must be reported and witnessed at your arrival airport. If your luggage was damaged upon arrival at an airport abroad and not reported until your return, we are unable to produce any report for this situation.
I have a unique damaged reference number, what should I do next?
Once we have witness your damaged and recorded it, we send your details together with information on the type of damage to one of a number of companies (airline dependent) who will contact you to repair or replace the damaged bag. This information should have also been given to you when we recorded your damage. If you do not have this information, please email us on info@arvinaviation.com for us to check your file and/or re-process it.
Can I avoid having lost or damaged luggage?
Arvin Aviation has teamed up www.bagsahead.com. Bagshead is designed to take the stress out of travelling, by letting you travel bagless! You simply log onto the Bagsahead website, obtain your personal door to door worldwide price to move your luggage including bags, golf bags, ski equipment, snowboards and bikes. You then print your unique shipping label after payment and place it on your item. You then get a knock at the door a few days ahead of travelling to collect your luggage. When you arrive at your destination your luggage item will be waiting for you, be this a hotel, chalet, villa etc. They offer a one way and return service. Just enter this code to receive 5% off your first order ARVI0417. Luggage is scanned up to 8 times more on this service compared to the way airlines scan and trace bags. They also give you live updates as your luggage is on the move! It is not handled in the way airlines handle bags either, greatly reducing the risk of damage.

Lost Personal Property

I have left something in the aircraft cabin

You should use the Lost Property tab under "Services" on this website for guidance. We do not hold any lost property.

I have left something in the airport or car park

You should use the Lost Property tab under "Services" on this website for guidance. We do not hold any lost property.

I have left something at my departing airport

We can only trace baggage checked in with a bar coded luggage tag. If you have left a personal item at your departure airport, we advise passengers to search for that airport on the Internet. Once located, the airport will invariably advertise its Lost Property office details for you to contact.