The Claims Department or Baggage Service is responsible for assisting passengers who have had problems with their checked baggage or property while on a Hawaiian Airlines flight.

Checked baggage missing five days or less
If your baggage has been missing for five days or less, please contact the Baggage Service counter located at the arrival airport. Each airport will assist you in finding your baggage or resolving your issue.

BAGGAGE SERVICE/LOST & FOUND
Baggage Service counters handle all checked baggage cases or items taken away from passenger for which a claims tag is issued (e.g., delayed, lost, damaged, etc.) up to 5 days after flight arrival. Baggage Tracers are sent to all HA baggage service locations, as well as other airline baggage service locations involved in the passenger's itinerary. A Baggage Irregularity Report (BIR) or Baggage Damage Report is required to be completed in writing by the passenger upon arrival or at least within 4 hours of flight arrival at the Baggage Service counter for any delayed, lost, or damaged checked baggage in compliance with the airline tariff provision. This information is then entered into the Baggage Manager Analysis System (BMAS) for tracking purposes and creates a permanent record for all claims. For damage claims, the damaged article(s) may be required to be inspected by HA personnel and therefore should not be discarded.

[RULE: LAST CARRIER FILES BAGGAGE CLAIM ON BEHALF OF ALL CARRIERS]

Damaged Property or Missing Checked Baggage over five days
If your property was damaged or your checked baggage has been missing for more than five days, please contact the Claims Department.

CLAIMS DEPARTMENT
After the 5 days has elapsed and the baggage is still not recovered by the Baggage Service counter, the baggage case is referred to the Claims Department. This department handles all checked baggage cases or items taken away from passenger for which a claims tag is issued (i.e., the baggage is lost). At this time the passenger should have already completed and submitted to the Claims Department a statement proof of loss form as instructed on the Baggage Irregularity Report (BIR) form.