A cruise involves more moving parts than almost any other trip: embarkation at a terminal, days on board, shore excursions in different ports, and a busy disembarkation morning. That makes it easy for luggage, jewelry, electronics or a favorite jacket to go missing. Cruise lines are used to reuniting guests with their belongings, and knowing how their lost and found works will help you report the loss quickly and accurately.
If you are still on board
Report the loss to Guest Services (sometimes called the Purser's Desk) as soon as you notice it. Items found on board by crew, such as in cabins, restaurants, theaters, pools and spas, are usually logged and held centrally. Reporting while you are still sailing means the crew can check before items are moved ashore at the end of the voyage. Ask for a reference number and keep it with your booking details.
If you have already disembarked
Many guests only realize something is missing once they are home. Items discovered after disembarkation are typically processed by the cruise line's shoreside lost and found team. Depending on the itinerary, an item may be held on the ship, offloaded at the terminal, or sent to a central office, so it can take some time before it is logged and searchable.
Lost luggage during embarkation or disembarkation
Checked bags are handled by several parties between the terminal and your cabin, including porters, terminal staff and baggage handlers. If a bag never arrives at your cabin, tell Guest Services immediately, as it may simply be delayed or delivered to the wrong deck. If a bag goes missing at the terminal on the last day, report it to the cruise line and the terminal operator before you leave the port, if possible.
Items lost on shore excursions
If you lost something during an excursion, the first contact is usually the tour operator that ran it, whose details should be on your excursion ticket. Items left on excursion buses or boats often stay with that company rather than returning to the ship. Guest Services can usually help you get in touch.
What to include in your report
- Ship name, sailing dates and your cabin number
- Where and when you last had the item (deck, venue, port or excursion)
- A detailed description: brand, color, size, contents and any identifying marks
- Luggage tags, name labels or baggage receipt numbers, if you have them
- Photos of the item or its packaging, if available
- Your contact details and a shipping address
International shipping and customs
Because cruises visit several countries, returning an item can involve international shipping and customs paperwork. You may be asked to confirm the item's contents and value so the correct documentation can be prepared. Shipping costs are generally paid by the guest, and certain items, including lithium batteries, medications and liquids, can be subject to carrier restrictions or delays.
Tips to avoid losing things on your next cruise
- Put a luggage tag with your name, phone number and email address on every bag, including carry-ons.
- Take photos of your checked bags and any valuables before you board.
- Use the cabin safe for passports, jewelry and electronics you are not carrying.
- Check drawers, the safe, the bathroom and under the beds before you leave your cabin on the last morning.
- Keep medication, travel documents and chargers in your carry-on, not in luggage collected the night before disembarkation.
Report your lost item
Select Cruise Lines on our home page and search for the cruise line or terminal. If it is part of the Official Lost Recovery Network℠, you will go straight to its official lost and found portal. If you cannot find it, our team can file the report for you. A Lost Item Reporting Fee applies to that service.