Baggage Issues (Damaged, Lost, Miss pickup baggage, Left-behind Items )

This page provides information on damaged, lost, misidentified, or unclaimed baggage checked in at the airport counter.

We handle your checked baggage with care; however, there are some cases in which baggage may be damaged due to airport facility requirements or aircraft movement caused by inclement weather.If your baggage is found to be damaged upon arrival, we will sincerely assist you in resolving the issue.

If you notice any damage with your checked baggage, please report it to Airport staff immediately.

If you notice any damage to your checked baggage after leaving the airport, please contact the airport where you arrived within seven days from the day after you received your baggage.

Under the International Conditions of Carriage, baggage damage must be reported within seven days of receiving your baggage. Please note that we may be unable to assist you if the reporting deadline has passed.

For baggage damage eligible for compensation, in principle, your bag will be returned to you after it has been repaired.However, depending on the extent of the damage and time constraints, we may offer alternative solutions instead of repair.
The maximum amount of compensation for baggage and personal belongings for which no declared value has been made is JPY 150,000 per passenger, if the damage is attributable to us.If you are checking in baggage with an actual value exceeding JPY 150,000, a valuation charge system is available. Please ask our staff at check-in for more information.

Although we take great care when handling your checked baggage, please note that we cannot accept responsibility for any damage arising from the following:

• Damage to fragile items: Damage to fragile items such as musical instruments, sporting equipment (including golf clubs and bicycles), cameras, electronic devices such as computers, ceramic or glass products, and alcoholic beverages, when the damage is due to an inherent defect or the nature of the item.
• Damage due to the condition of the baggage: Damage caused by excessive weight or size, aging, or other defects inherent to the baggage.
• Damage or loss of detachable or protruding accessories: Loss of or minor damage to baggage covers, detachable casters, straps, hooks, name tags, belts, and other protruding accessories, including scratches, cuts, dents, and stains.
• Minor damage during baggage handling: Minor damage that cannot reasonably be avoided through normal handling during the process of loading baggage onto the aircraft, including transportation by conveyor belt, such as scratches, cuts, dents, and stains.

The above photos are examples that can be evaluated to be exempt from liability. 
We will inform you after confirming the actual situation of your baggage.

We handle passengers' checked baggage with great care until reaching the destination, however, there are cases in which baggage may not reach its destination.We sincerely apologize for any inconvenience this may cause.SFJ will sincerely work to resolve the issue.

Please contact our staff at your airport of arrival.

In order to expedite the search for your baggage, you may be asked to provide details regarding the contents of the baggage.

• If your baggage is found
  We will inform you regarding the return of your baggage. Once the baggage arrives at the airport, we will arrange the customs clearance for you and deliver to your address.
• If your baggage goes missing (no baggage information)
  We will keep searching for your baggage and provide guidance on any necessary procedures if the baggage was not found.
  We will update the information accordingly, starting the day after you submit a claim.
  If your baggage is not found after about one month, SFJ will assist you in claiming compensation.

Upon arrival, passengers are required to pick up the baggage after confirming the baggage tag number.If you have forgotten to pick up the baggage or have mistakenly taken a third party's baggage, please contact the airport of arrival as soon as possible.

Please return to the airport immediately and notify a staff member, or contact us here.

Please return to the airport to collect your baggage, or we can arrange for it to be sent to a location of your choice. Please note that you will be responsible for the shipping costs.

Any left-behind items found in the cabin will be stored at the arrival airport for a certain period of time. If you believe you may have left an item behind, please contact the arrival airport as soon as possible.
Items found in the airport facility other than inside the cabin may be kept by the airport authority. Please inquire about your lost item based on the area where you may have left it.

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  The hours of operation are shown in local time.