Baggage Damage or Loss

What should I do if my baggage is lost?

Please contact the staff at the airport service counter ASAP for their assistance in getting your lost baggage back. Otherwise the search process will become more complicated. You may also dial our customer service hotline for more information.

What should I do if my baggage is delayed or damaged?

The delay, damage or loss of the registered baggage, except if the value is declared and the related charge is paid, will be compensated by the carrier, to a maximum of RMB 100 Yuan/KG. If the actual loss is less than the maximum limit, the compensation will be made based on the actual loss. You can resort to our clerks at airport service counter for more information.

What should I do if my suitcase or clothes are damaged or lost?

Generally the loss or damage of carry-on baggage will not be compensated, unless it is clearly proved that the loss or damage is caused by CSN. In such a case, please contact the flight attendant or airport staff ASAP, so they can help you solve the problem. For more information, please contact the customer service hotline.

How will you inquire about the exact location of my lost baggage?

You may log in to the website of CSN to inquire about it.

Who should I contact if I leave my baggage in the cabin?

When you find you have left your luggage leave in the cabin after disembarking a plane, please contact the staff at the airport service counter ASAP and they will assist you in handling this.