As holiday rush begins, RACV poll of more than 1,000 travellers reveals over 60 per cent have had delayed or damaged luggage

As Melbourne Airport prepares for over 4.8 million passengers during the December-January holiday period, RACV is urging travellers to be prepared for potential luggage mishaps and understand their rights when things go wrong.

With record numbers of Victorians taking to the skies, train stations, and cruise terminals this summer, the likelihood of luggage issues increases significantly. A poll conducted by RACV this week of over 1,200 respondents showed that 61 per cent reported their luggage was delayed or damaged, but returned, 26 per cent lost luggage, and 13 per cent said their luggage was stolen, and never got it back at all.

RACV Executive General Manager Leisure Craig Peachey said RACV has released comprehensive guidance to help travellers navigate the distressing experience of lost, delayed, damaged or stolen baggage.

“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.”

The importance of passport security cannot be overstated. According to the Department of Foreign Affairs and Trade, 1,942 Australian passports were reported stolen overseas and 2,678 reported lost in the 2023/24 financial year – a significant 28 per cent increase over the previous year. Italy, the United States and the United Kingdom emerged as hotspots for lost or stolen Australian passports.

RACV advises travellers to keep their passport in a designated secure location, such as a hotel safe or locked suitcase, and only take it out when necessary. Having a photo or photocopy of your passport's photo page stored separately can prove invaluable if the original goes missing.

"Before you leave, take photos of your luggage items and create a detailed list of what you've packed," said Mr Peachey.

"This simple step can make the claims process significantly easier if something goes wrong."

If your luggage fails to appear at the baggage carousel, RACV advises travellers to remain calm and take the following steps:

• Check thoroughly first: Bags are offloaded in waves, so wait and check other carousels in case of incorrect diversion. Some airlines offer tracking features to locate your baggage.
• Visit the baggage services counter immediately: File a mishandled luggage claim, providing detailed descriptions of your bag including size, colour, brand and identifying features. Ensure you receive a case reference number and written report.
• Understand your compensation options: Many airlines provide monetary compensation or essential items like toiletries. Don't leave without asking what you're entitled to receive.
• Choose delivery options: If your luggage is simply delayed rather than lost, you can wait at the airport or have bags sent to your local address.

Consider travel insurance

RACV emphasises that travel insurance can be crucial when dealing with luggage problems. Travel insurance may cover reasonable repair or replacement costs for lost luggage, as well as essential items you need to purchase while your 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.”

Damaged or stolen luggage

For damaged luggage, travellers should report the incident immediately to the airline, hotel or transport operator and obtain a written report. Don't discard damaged items as they may be needed as proof for claims.

If luggage is stolen, report the theft to local police immediately and obtain a written report. Also notify the relevant authority where the theft occurred, whether an airport, airline or hotel.

If your passport is lost or stolen while travelling, act swiftly by contacting the nearest Australian embassy or consulate. Report passport theft to local police and keep a copy of the police report, which will help when applying for a replacement. Be aware that replacing a passport costs $412 for adults (plus potential overseas surcharge fees of $184), and penalties may apply if passports are lost or stolen multiple times within five years.

RACV Members receive 15% off international and domestic cover. For more information, visit RACV Travel Insurance.

RACV’s award winning travel insurance

RACV Travel Insurance has been awarded Mozo’s 2025 Experts Choice Award for Comprehensive Travel Insurance, offering Exceptional Quality Travel Insurance for Australian travellers. For more information, visit racv.com.au/insurance/travel-insurance.

About Mozo Experts Choice Awards: The Mozo Experts Choice Awards have been helping consumers make informed purchase decisions for the past ten years. Their extensive award selection process by a panel of expert and experienced judges evaluates thousands of products helping offer exceptional value or quality to Australians each year.