PIA Lost Luggage — Complete Claim Process & Contact Numbers

Before You Start: File the PIR at the Airport — Never Leave Without It

The single most important thing you must do when your PIA bag doesn't arrive is file a Property Irregularity Report (PIR) at the baggage services desk before you leave the airport. Without a PIR, PIA will almost certainly refuse your compensation claim, and tracking your bag becomes nearly impossible. Every Pakistani airport served by PIA has a baggage services counter in the arrivals hall.

PIA's official helpline is 111-786-786 (available 24/7). Save this number before you travel.

Step-by-Step PIA Baggage Claim Process

1. 1Wait at the baggage carousel until it stops. If your bag hasn't appeared, approach the PIA Baggage Services desk immediately — do not exit arrivals.
2. 2Show your boarding pass and baggage claim tag (the sticker placed on your boarding pass at check-in). These are essential — keep them until you have your bag.
3. 3The PIA agent will file a Property Irregularity Report (PIR). You'll receive a reference number — photograph it or write it down.
4. 4Provide a detailed description of your bag: exact color, brand (if any), size (cabin/25kg/32kg), distinctive markings, and a complete list of contents if possible.
5. 5Give your local phone number and the address where the bag should be delivered once found. PIA will deliver to your door at no extra charge.
6. 6After filing, go to worldtracer.aero and enter your PIR reference number to track your bag's status online.
7. 7Follow up daily. If there is no update after 48 hours, call 111-786-786 and reference your PIR number.
8. 8If the bag is not found within 21 days, you may file a formal compensation claim.

PIA Baggage Office Locations at Every Pakistani Airport

PIA's Compensation Policy

Delayed vs Lost Baggage

PIA distinguishes between delayed and lost baggage. A bag is considered delayed for the first 21 days. After 21 days with no recovery, it is declared officially lost and full compensation applies.

Compensation Amounts

For international flights, Pakistan is a signatory to the Montreal Convention. This means you are legally entitled to compensation of up to 1,288 SDR (approximately PKR 470,000) for lost baggage. Keep all receipts for emergency purchases during delay — these are reimbursable.

How to Fill the PIR Form

The PIR (Property Irregularity Report) is PIA's official form for recording lost, delayed, or damaged baggage. It will ask for:

• Your name exactly as on your passport or CNIC
• Flight number and date (e.g., PK-301, 15-Mar-2026)
• Baggage claim tag number (on the sticker attached to your boarding pass)
• Bag description: color, brand, size, hard/soft-shell, wheels
• Contents description (at least major items: clothing, electronics, etc.)
• Your contact number and local delivery address
• Signature and date

Always ask for a copy of the completed PIR. Take a photo of it before you leave the counter.

Your Rights Under the Montreal Convention

Pakistan ratified the Montreal Convention in 2004. Key passenger rights under this convention for international PIA flights:

• Immediate assistance: airlines must reimburse essential purchases (clothing, toiletries) during delays — typically PKR 3,000–8,000 per day depending on destination
• 21-day declaration window: if your bag is not found within 21 days of filing a PIR, it is declared lost and full compensation applies
• No need to prove the bag's contents in detail — airlines bear the burden of proof
• You can escalate to the Civil Aviation Authority of Pakistan (CAA) if PIA refuses a valid claim: caa.gov.pk
• For international disputes, you can also contact the IATA Passenger Services Center

Tracking Your Bag Online

PIA uses the WorldTracer system — the global industry standard for tracking mishandled baggage. Go to worldtracer.aero and enter:

• Your PIR file reference number (e.g., LAHPK12345)
• Your last name

You'll see real-time status: whether your bag has been located, which airport it's at, and the expected delivery date. If the status hasn't changed in 48 hours, call PIA directly at 111-786-786 and ask for the baggage department.

Average Resolution Times

• Delayed bags (wrong aircraft): typically recovered within 24–48 hours
• Misrouted bags (wrong airport): typically 48–72 hours
• Bags lost at connecting airports: 5–14 days
• Truly lost bags: formally declared after 21 days, compensation paid within 30–60 days

Tips for Following Up Effectively

• Call 111-786-786 daily — the baggage department is separate from general customer service. Ask specifically for 'baggage tracing'.
• Email piacustomerservice@piac.aero with your PIR number in the subject line
• Visit the PIA office at your local airport if you're in the same city
• Document every call: write down the agent name, date, time, and what they said
• If your bag is 7+ days delayed, escalate to the PIA Customer Relations department
• For unresolved international claims, file a complaint with CAA at caa.gov.pk

Baggage Policy Comparison Table