Lost items, baggage problems and booking refunds

Write down the details while they are fresh

List the date, time, place, item description and any identifying features. Add the train number and seat, flight number and baggage tag, vehicle plate or ride receipt where relevant. Use a photograph if you have one, but keep the written description too.

For a lost passport, report the loss to police and contact your embassy or consulate. For a lost bank card, use your bank’s own app or published contact number to block it.

Use the transport operator’s lost-property channel

For an item left on a train or at a railway station, use China Railway’s lost-property service or speak to station staff. Give the journey, carriage, seat and description so the search can be directed to the right place.

For a taxi or ride booked through an app, open that ride’s receipt and use its support or lost-item option. For a street taxi, a receipt or vehicle plate helps identify the operator. Agree how to collect an item before traveling to a counter.

Report missing airline baggage before leaving

If checked baggage does not arrive, go to the airline’s baggage-service desk in arrivals. Keep the baggage tag and flight details and ask for a written report and reference number. For damage, show the bag and take photographs.

Ask how updates will be sent, where the bag can be delivered and which receipts to keep for any claim. Contact your insurer about its process as well, without assuming every purchase will be reimbursed.

Read the cancellation terms before pressing the button

Open the booking through the seller you used. Check the refund amount, fee and effect on connected reservations before approving a cancellation. A transport operator and a third-party seller may handle requests through different channels.

Save the cancellation confirmation and the payment method used. If a return payment has not reached you, contact the seller with the booking reference and cancellation date, then ask your bank about the transaction record if needed.

Keep one short record of the issue

Use a single note for the booking, dates, report numbers, names of the organizations contacted and the next step. Save receipts and screenshots separately so they are easy to attach when requested.

Share only the information needed to resolve the case. Use the operator’s official channel for document checks, and keep passwords, card security codes and verification codes private.

Common questions