On Arrival / Baggage Service

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.

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. You will be asked to complete a Property Irregularity Report, which will be supplied by the Proflight Zambia staff or handling agent.  Based on the extent of your damage, we will take a report.

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).

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, you must notify a Proflight Zambia representative before leaving the arrival hall to advise them of the situation. You will be asked to complete a Property Irregularity Report, which will be supplied by the Proflight Zambia staff or handling agent. 

Pilferage from Baggage

Proflight Zambia is only responsible for items missing from checked baggage while it was in the possession of the airline. Pilferage must be reported at the time of arrival (before you leave the airport arrival hall), you must notify a Proflight Zambia representative.  You will be asked to 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. 

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

Download Baggage Claim Form

Proflight Zambia’s liability for loss, damage and delay is limited unless a higher value is declared in advance and relevant charges are paid. The limited 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, and US$400.00 per passenger for unchecked baggage.

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).   You are advised to keep such important/valuable items on your person.  We strongly recommend in the event of high value items to obtain travel insurance cover prior to your journey. It is your responsibility to arrange such cover. 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.

Important: When filing a Baggage Claim you are required to submit your Property Irregularity Report 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. This must be submitted within 7 days of your arrival date else Baggage Claim is null and void. 

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