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Frequently Used Pages After Booking

Damaged and forgotten baggage

Damage

We handle baggage checked in by customers with care, but in some cases, bad weather or facility conditions may cause damage. Should such a situation arises, Solaseed Air will respond sincerely.

Declaration

Reporting upon arrival:

If you notice the damage upon arrival, immediately make a report to the airport staff. The staff will provide information about the action to be taken.

  • ANA staff may respond depending on the airport.

Retroactive reporting:

If you notice the damage after leaving the airport, contact the destination airport before the reporting deadline (within 7 days after the day after receiving the package). Check here for contact information.

  • Compensation will not be provided for cases occurring eight days or more after the day of receiving the baggage, or in cases that fall under the disclaimer.

Reporting deadline

As stated in the Conditions of Carriage - Domestic Passengers and Baggage -, you must make a report within 7 days of the day after receiving the baggage. Please note that measures may not be taken if you miss the deadline.

Compensation

If the damage is covered by compensation, we will, in principle, repair the item and return it to you. However, depending on the damage level and time constraints, we may recommend alternatives to repair. And, repair may take some time due to reasons such as parts shortages.

Maximum amount of compensation:

The maximum compensation limit for the baggage and personal belongings without a declared value is JPY 150,000 per person.

About ad-valorem charges:

If the actual price exceeds JPY 150,000, there is an ad-valorem charge system, so please feel free to consult with the airport staff when checking in your baggage at the departure airport.
The declared price will be the maximum compensation amount only if you pay an ad-valorem charge of JPY 10 for every JPY 10,000 exceeding JPY 150,000.

  • The compensation amount will not exceed the actual price of checked baggage. Please not that this system only applies when our company is responsible, it differs from insurance systems.

Disclaimer

  • We pay careful attention to the handling of baggage. However, we cannot be held responsible for damage to fragile items such as musical instruments, sports equipment (snowboards, bicycles, etc.), cameras, electronic devices such as PCs, precision equipment, art and antiques, ceramics, glassware, alcoholic beverages, etc., if the damage is caused by inherent defects or characteristics of the items.
  • In addition, we are not liable for damage caused by overweight or overcapacity baggage; damage caused by baggage-specific defects such as aging; tire wear; damage to protruding accessories such as removable casters, straps, hooks, name tags, and belts; or damage caused by security inspections conducted by the Transportation Security Administration (TSA) or other countries.
  • We are not liable for minor damage (scratches, cuts, dents, stains, etc.) caused by normal handling during the process of loading the aircraft (including transport by belt loader).

Damage covered by exemption from liability:

Dent

Damage, dirt

Tire wear/cracks

Damage/loss of knobs

Damage/loss of accessories

  • Above photos are for reference. We will provide information after confirming the actual conditions of the baggage.

Loss

We handle checked baggage by customers with care, but in some cases, bad weather or facility conditions may prevent us from delivering it to your destination. Should such a situation arises, Solaseed Air will respond sincerely.

Search for baggage

If you cannot collect the baggage at the destination, make a report to the staff of the destination airport immediately.
We will search your baggage on the spot and take the necessary measures immediately.

  • ANA staff may respond depending on the airport.

If the location of the baggage is unknown:

We will provide information about the search and necessary procedures to be needed.
Solaseed Air will contact you regarding the status of search for the baggage from the following day.
Your baggage will be delivered to the address you designate as soon as it is found.

If the baggage has already been found by the staff and which flight carries the baggage is known:

We will provide information about the procedures to be needed and return of the baggage.
Your baggage will be delivered to the address you designate as soon as it arrives at the airport.

Declaration of the content

To facilitate the search process, we may ask you for detailed information about the content of the package, either verbally or in writing.
The information you submitted will be important for the compensation payment.

Compensation

If the baggage is not found, we will compensate you in accordance with the Conditions of Carriage - Domestic Passengers and Baggage - 10 days after the arrival or after the report of loss was made.

Failure to collect / incorrect collection

If you failed to collect your checked baggage or mistakenly collected another passenger's baggage, please contact the destination airport immediately. Check here for contact information.

In the case of failure to collect

  • Please collect the baggage at the airport after making contact with the destination airport.
  • If it is difficult to come to the airport, we deliver the baggage to the address you designate.
    • Shipping costs shall be borne by you.
  • The storage period at the airport shall be one month from the date of notification to the destination airport.
    • If report is not made to the destination airport, the storage period shall be 7 days from the boarding date.

In the case of incorrect collection (Customer who mistakenly collected other passenger's baggage)

  • Please contact the destination airport immediately.
  • If you are able to come to the airport again on the same day, return the baggage to the airport staff.
    Your baggage will be handed at that time.
  • If you cannot come to the airport again on the same day, send the baggage you mistakenly collected to the address designated by the company.
    We will send your baggage to the address you designate.
  • The return address will be provided by the contact person.
  • Shipping costs shall be borne by you.

Items lost in the aircraft

Any lost items found on board will be stored at the destination airport for a certain period of time. If you may have lost something on board, please contact your destination airport as soon as possible. Check here for contact information.
If the item is found, it will be delivered to the address you designate. Shipping costs shall be borne by you.
Solaseed Air does not store items lost in the airport facilities. However, they may be stored at the airport building. Please check the contact from here.