Your baggage is delayed

Aircalin is linked to WorldTracer, which is recognized as the best baggage tracking system.

At the airport, you notice upon arrival that your baggage is delayed

  • Before leaving the arrivals area, fill out the customs declaration form available at the baggage service counter and give the agents at the counter your keys or the code for your suitcase (in accordance with customs regulations).
  • Report your baggage incident by clicking here.
  • You will receive a confirmation email with your baggage incident report number.

After leaving the airport and reporting your baggage incident online

  1. Within 48 hours, complete the baggage incident form to report your baggage incident to our Aircalin customer service department using your report number.
  2. If your baggage is found within 72 hours, our Tontouta Sales Office will contact you by phone or text message to inform you and arrange delivery with you.
  3. If your baggage is not found within 72 hours, our Tontouta Sales Office will contact you by phone or text message to inform you. You must then send the inventory letter (one per bag):
    • By email to service.bagages@aircalin.nc.
    • Or by dropping it off at either the Aircalin agency in Noumea or the Tontouta Commercial Office.

This additional information about the contents of your baggage will help us expand our search (unclaimed baggage without tags is scanned at airports).

  4. If your baggage is not found within 21 days, our Customer Service will contact you to proceed with your compensation, according to the Airline industry general regulations. In order to process your file as soon as possible, please provide the originals of the following documents:

  • an inventory of your baggage content (item receipts if they are available).
  • your airline ticket receipt or electronic ticket.
  • your baggage claim tags.

If you have purchased travel insurance, we advise you to inform your insurer of this incident as soon as possible, and keep all your travel documents until the final settlement of your file. We remind you that the Montreal Convention defines the scope of the airlines responsibility.

➜ Check delayed bag 

Your baggage has been damaged

At the airport, you notice upon arrival that your baggage is damaged.

  • Report your baggage incident by clicking here.
  • You will receive a confirmation email with your baggage incident report number.

After leaving the airport

Within 7 days:

  • Complete the baggage incident form to report your baggage incident to our Aircalin customer service department using your report number.
  • Our customer service department will follow up on your baggage incident and contact you as soon as possible.

Please note that you will have to provide the following information and documents:

  • your file reference (ex NOUSB ……)
  • copy of your baggage tag
  • the original invoice of your baggage (if you kept it)
  • photos of the damaged areas (broken wheel, handle…)
  • the size of you baggage (length, width, height)
  • your bank details

Please keep the original copies of these documents, as they may be requested at a later stage.

Aircalin will not be liable for normal wear and tear, scratches, scuffs, stains, or any minor damages (zipper pull, lockers)  that occur during the transportation of your baggage and injury to a passenger or damage to his luggage when they are caused by objects contained in the said baggage.  

In addition,  the Conditions of carriage set out prohibited and unacceptable items for carriage in checked baggage such as perishable, fragile or valuable items, money, jewels, precious metals, silverware, luxury clothes or art crafts, photo/video cameras, optical apparatus, computer hardware, portable computers, household appliances, music instruments, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples.

Contact details & times

Aircalin customer service center

Opening Hours: Monday to Friday from 8h00 to 11h30

Address: 47 rue Sébastopol, Noumea town center

BP 3736 - 98 846, Noumea
Tel : (687) 26 55 00

Aircalin baggage service desk at Tontouta airport:

Ph: +687 92 00 62
Opening Hours: Monday to Sunday, from 9.00am to 12.00pm and from 1.00pm to 4.00pm  

Customs department at Tontouta airport

Opening Hours: Monday to Sunday, from 08.30am to 09.30am and from 1.30pm to 2.30pm

Baggage delivery (only for noumea)

At your home address: 6.00pm to 8.00pm
At your hotel: anytime (according to the shuttle bus availability) 
Arc en Ciel storage service (Port Moselle or Ducos suburbs): From 2.00pm or from 6.30pm