As Melbourne Airport braces for more than 4.8 million passengers over the December–January holiday period, new research from RACV points to a familiar source of travel stress: luggage that does not arrive as planned.
With record numbers of Victorians flying, catching trains and boarding cruise ships this summer, RACV says the chances of baggage being delayed, damaged or stolen rise sharply during peak travel weeks. A poll conducted this week by RACV of more than 1,200 travellers found that 61 per cent had experienced luggage that was delayed or damaged but eventually returned. A further 26 per cent said their luggage was lost, while 13 per cent reported it was stolen and never recovered.
RACV Executive General Manager Leisure Craig Peachey said the organisation had released detailed guidance to help travellers prepare for baggage problems and respond quickly if things go wrong.
“RACV recommends travellers keep valuables in carry-on luggage whenever possible,” Mr Peachey said.
“Importantly, passports, credit and debit cards, medications and smartphones should remain on your person to avoid potential fraud or identity theft.”
Concerns around passport security are growing alongside the rise in travel. Data from the Department of Foreign Affairs and Trade shows that 1,942 Australian passports were reported stolen overseas and 2,678 were reported lost during the 2023–24 financial year, an increase of 28 per cent compared with the previous year. Italy, the United States and the United Kingdom were identified as common locations where Australian passports went missing.
RACV advises travellers to store passports in a secure place, such as a hotel safe or locked suitcase, and to carry them only when necessary. Keeping a photo or photocopy of the passport photo page in a separate location can help speed up replacement if the original is lost.
Preparation before departure can also make a difference if luggage goes missing. “Before you leave, take photos of your luggage items and create a detailed list of what you’ve packed,” Mr Peachey said.
“This simple step can make the claims process significantly easier if something goes wrong.”
If a passport is lost or stolen overseas, travellers should contact the nearest Australian embassy or consulate without delay and file a police report. Replacing a passport costs $412 for adults, with possible overseas surcharges of $184, and penalties may apply if passports are lost or stolen multiple times within five years
If a bag fails to appear at the baggage carousel, RACV encourages travellers to stay calm and act promptly. Bags are sometimes unloaded in stages, so checking nearby carousels and waiting briefly can help. Many airlines also offer tracking tools that may show where luggage is located.
Travellers should then head straight to the airline’s baggage services counter to lodge a mishandled luggage report, providing clear details such as size, colour, brand and any distinguishing features. It is important to obtain a case reference number and written confirmation. Airlines may offer compensation or essential items such as toiletries, and RACV advises passengers to ask what support is available before leaving the airport. If bags are delayed rather than lost, travellers can choose to wait or have them delivered to a local address.
Travel insurance can play a central role in managing the financial impact of luggage problems. Policies may cover reasonable repair or replacement costs, as well as essentials purchased while bags are delayed.
“With Melbourne expecting nearly five million passengers this summer, the odds of travel disruptions affecting someone increase significantly but the good news is, if you’ve left it to the last minute, you can get cover in ten minutes with RACV Travel Insurance,” Mr Peachey said.
“The difference between getting reimbursed and being out of pocket often comes down to understanding your policy and keeping proper documentation so it’s important that you understand the coverage details, limitations, conditions and exclusions of your travel insurance policy – make sure you review your product disclosure statement.”
RACV also reminds travellers to report damaged luggage as soon as possible to the airline, hotel or transport provider and to keep damaged items until claims are resolved. In cases of theft, luggage should be reported immediately to local police and the relevant authority, with a written report obtained.
If a passport is lost or stolen overseas, travellers should contact the nearest Australian embassy or consulate without delay and file a police report. Replacing a passport costs $412 for adults, with possible overseas surcharges of $184, and penalties may apply if passports are lost or stolen multiple times within five years.
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