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Update
The recent storms in Dubai have disrupted normal operations and we sincerely apologise to customers who are still waiting for their bags.
If Dubai was your final destination and you were unable to retrieve your bags on arrival, you can now collect them from the airport.
Please bring your baggage tag to Left Luggage in the Arrivals area opposite exit 1, behind Boots in Emirates Terminal 3 at Dubai International airport. The collection area is open 24 hours a day. If you have filed a baggage report our team will also deliver your bags.
If you travelled from Dubai or transited through Dubai and your bags did not arrive, we are continuing to do everything we can to reunite you with your baggage as soon as possible. We have already shipped many bags to their final destination and continue to make good progress.
Please do not come to the local airport in your destination until we contact you to collect your bags.
If you have filed a baggage report and have a reference number (called a PIR), you can use this to track the progress of your bags here.
We apologise for the delay and we will continue to post updates here as soon as we have further information. This is the same information that our contact centre teams will use to help you. Thank you for your patience and understanding while we resolve the disruption caused by the heavy storm.
Our Contact Centres are experiencing a large volume of interactions due to heavy rains in Dubai and you may experience long wait times before we can answer you.
From 30 April 2022, the Hong Kong Government strictly prohibits the possession and importation of alternative smoking products in parcels, packages or as cargo. Alternative smoking products include electronic smoking products, heated tobacco products and herbal cigarettes. Incoming travellers are not allowed to carry such items, including their parts and accessories, as baggage.
The ban does not apply to medicines approved by the Pharmacy and Poisons Ordinance, as well as to transit passengers connecting through Hong Kong International Airport without going through immigration. The maximum penalty is six months’ imprisonment and a fine of USD 50,000.