On Arrival / Baggage Service

Baggage Problems

Damaged Baggage

If your luggage has been damaged, you must notify a Proflight Zambia representative before leaving the airport as this substantiates that the damage occurred while in our care. Based on the extent of your damage, we will take a report. A written claim must be submitted within seven (7) days.

Please note: Proflight Zambia assumes no liability for damage such as scratches, scuffs, dents, cuts, wheels, handles, pockets, locks, zippers, pull straps, or damage due to over-packing, manufacturer's defects and as a result of the bag's contents. Additionally, the airline is not liable for any damage resulting from inspections by the authorities responsible for security screening.

Proflight Zambia will not accept claim for damage (to repair and replace) if the baggage tagged is "Limited Release Tag"; also, damage resulting from over-packing or over weight will not be covered (own risk).

When filing a Baggage Claim you are required to submit your Property Irregularity Report (PIR) which will be supplied by the Proflight Zambia staff or handling agent, Claim Form (see download link below) , copy of your boarding pass and baggage tags. The time bar rules apply: 21 days for delayed and 7 days for damaged bags. Important: Proflight Zambia assume no liability for loss, damage or delay to money, jewellery, perishables, negotiable paper, securities, documents/certificates (business, medical, travel, education), samples, paintings, antiques, artefacts, manuscripts , irreplaceable books or publications, medication, keys, cameras and other photographic or movie equipment, working papers (files, studies, reference material, correspondence, theses etc.), or other similar valuables, fragile items, electronic equipment (videos, stereos, computers).

The liability for baggage loss, damage or pilferage is limited to US$20.00 per kilo for checked baggage.

Download Baggage Claim Form.

Lost/Delayed Baggage

We apologise for any inconvenience you may experience should your bag be delayed. Such isolated incidents are not typical of our high standard of service and we make every effort to locate your property as quickly as possible.

If your checked-in baggage does not arrive with you at the airport arrival hall, please locate a Proflight Zambia representative and advise them of the situation. You will also be required to complete and sign a Property Irregularity Report Form, which will be supplied by the Proflight Zambia handling agent. (Please note that this must be done before leaving the airport).

The liability for baggage loss, damage or pilferage is limited to US$20.00 per kilo for checked baggage.

Download Baggage Claim Form.

Pilferage from Baggage

Proflight Zambia is only responsible for items missing from checked baggage while it was in the possession of the airline. Pilferage is to be reported at the time of arrival ( before you leave the airport) to our handling agent and you must complete a Property Irregularity Report, which will be supplied by the Proflight Zambia staff or handling agent. The handling agent will arrange to weigh your checked baggage in order to establish the weight of the missing items as compensation is paid on the basis of weight and not the value of the missing items.

The liability for baggage loss, damage or pilferage is limited to US$20.00 per kilo for checked baggage.

We cannot entertain any claims made for pilferage made after you leave the baggage/customs area of the airport arrival hall.

Important: Proflight Zambia assume no liability for loss, damage or delay to money, jewellery, perishables, negotiable paper, securities, documents/certificates (business, medical, travel, education), samples, paintings, antiques, artefacts, manuscripts , irreplaceable books or publications, medication, keys, cameras and other photographic or movie equipment, working papers (files, studies, reference material, correspondence, theses etc.), or other similar valuables, fragile items, electronic equipment (videos, stereos, computers).

Some Household Insurance will cover valuable items and items stolen in transit or you may need to purchase special Travel Insurance. It is your responsibility to arrange such cover.

Download Baggage Claim Form.

Claims

While all efforts are put in place to ensure the safe arrival of your checked in luggage there may be occasion when something does go wrong. We aim to assist and help resolve any inconsistencies as quickly as possible.

If your checked baggage does not arrive with you at the airport, please locate a Proflight Zambia representative and advise them of the situation. You will also be required to complete and sign a Property Irregularity Report Form, which will be supplied by the Proflight Zambia staff or handling agent. Please submit your baggage tag as claims will not be processed without this. (Please note that this must be done before leaving the airport).

Proflight Zambia’s liability for loss, damage and delay is limited unless a higher value is declared in advance and relevant charges are paid. Regardless of the value of contents the liability for baggage loss, damage or pilferage is limited to US$20.00 per kilo for checked baggage unless a higher value has been declared and paid for before the flight.

It is important to note that the airline is not liable for any loss of high value items, jewellery or money in your checked luggage. You are advised to keep important documents, high value items or money on your person.

We strongly recommend in the event of high value items to obtain travel insurance cover prior to your journey. In the instance of claims on travel insurance please contact us to provide you with a written report to send to your insurer as proof of loss, damage or delay.

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