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.

The Carrier undertakes that in the handling, safeguarding and utilization of a Passenger’s property, the Carrier and associated parties will exercise the degree of care, diligence and skill that can reasonably be expected in terms of the Carrier’s responsibility for managing the property belonging to another person. It is specifically recorded that Baggage will be handled by the Carrier’s ground handling partners, and the relevant safety authorities at the relevant airports, and that such handling procedures are part mechanical and part manual. As such, by accepting these Terms and Conditions, the Passenger understands that it can be reasonably expected that certain damage may occur in the general handling of these items and that the airline will accept no liability for such damages.

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. 

We will do all we can to locate your missing bag.  If your bag does not arrive within 21 days of flight we will ask you to fill in a baggage claim form and reimburse you in accordance with our baggage claim policy.

To follow up on your delayed baggage, please contact the following:

• For delayed bags into Zambia, contact ZACL Lost Property Office on +26 0950 708004
• For delayed bags into South Africa, contact NAS Colossal Lost Property Office on
• Jo'burg:  +27 11 390 8556/57 working hours 06:00-22:00; e-mail: LostPropertyJNB@colossalaviation.co.za
• Durban:  +27 32 436 6115; e-mail  LPODUR@colossalaviation.co.za
• Cape Town:  +27 21 936 3360/61; LostPropertyCPT@colossalaviation.co.za

First Needs relief Contribution to passengers off a Proflight flight for luggage delayed more than 24 hours from arrival

In an event where passengers’ luggage is delayed, as an airline we will undertake extensive tracking with our partners to reunite passengers with their bags in the shortest period possible.

Proflight Zambia will contribute a relief of Usd 100 per adult passenger (for arrival at any Zambian schedule destination we operate to) and Usd 100 per adult passenger ( for arrival in South Africa off our flight only)

to the costs of replacement purchases for essential items if All your checked baggage is delayed more than 24 hours from arrival time where Proflight is the Last operating carrier as long as you as a passenger qualifies.                                                                                                                                       

See below if you Qualify.

• Passengers who are Citizens or residents of the area they have arrived in donot qualify for first needs payment unless they show proof of residence in another country/town other than their domicile country/town for the last 6 months.
• Passengers that have received at least one of their checked bags will not be entitled to First Needs Allowance. For bookings where there is more than one passenger only the passenger whose bag remains will receive the relief
•  Passengers connecting off airlines where there is no interline airline through check in ( IATCI) agreement between Proflight and the other airline do not qualify. For interline ticket holders we will only provide the relief where there is IATCI agreement that covers baggage. Where there is no IATCI passenger will not be entitled to this unless the passenger physically checked the bag on the Proflight flight.  Airlines which Proflight have this legal-binding baggage agreement with are currently Emirates, Qatar and Cemair.

The airport office where the report is made will work with the accounts and reservations department to ensure that this payment is made to the passenger in the shortest possible timeframe based on payment type.

  Important Notice:

• For passengers that proceed to purchase items and then claim after, Proflight Zambia will only make a contribution amounting to our stipulated amount.
• Children and youth between 2-17 yrs. are entitled to 50% of the amount.
• Children below 2 years are not entitled to First Needs Allowance.
•  Passengers travelling on rebate travel are not entitled to First Needs allowances.
• Please take note that in the unfortunate event that the luggage goes missing and is never recovered, The amount to be paid as final compensation will be within our applicable convention and less the first needs payment made. If total payout is less than what was already paid no more payment will be made. If more than the difference will be what will be paid to the passenger.

 

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. 

The Carrier undertakes that in the handling, safeguarding and utilization of a Passenger’s property, the Carrier and associated parties will exercise the degree of care, diligence and skill that can reasonably be expected in terms of the Carrier’s responsibility for managing the property belonging to another person. It is specifically recorded that Baggage will be handled by the Carrier’s ground handling partner and the relevant safety authorities at the relevant airports, and that such handling procedures are part mechanical and part manual. As such, by accepting these Terms and Conditions, Passengers understand that they should not check-in any valuables or fragile items as Baggage. If they are checked in as Baggage, Passengers agree that they do so at their own risk.

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

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.

Baggage Claim Form

You may download a Baggage Claim form here . Please complete the form and submit it together with your Property Irregularity Report ( which will be supplied by the Proflight Zambia staff or airport handling agen, a copy of your boarding pass and baggage tags. This must be submitted within 7 days of your arrival date otherwise your claim will not be processed.