Our Compensation Policy
Airporter takes the safety of your luggage seriously. If your luggage is lost or damaged during our service, we will compensate you according to our policy.
Coverage
- Lost luggage: Compensation up to ¥100,000 per bag
- Damaged luggage: Repair cost or replacement value, up to ¥100,000 per bag
Items Not Covered
- Cash, credit cards, jewelry, and other valuables
- Electronic devices (unless damage is clearly caused by our handling)
- Items on our prohibited items list
- Pre-existing damage
How to File a Claim
- Contact our support team within 24 hours of delivery (or expected delivery date for lost items)
- Provide your booking reference number and a description of the damage or loss
- Attach photos of the damaged bag/items if applicable
- Our team will review your claim and respond within 3–5 business days
Important Notes
- Claims submitted after 24 hours may not be accepted.
- Compensation is subject to verification of the claim.