Lost Luggage English: Dialogue & Essential Phrases
If your suitcase does not appear on the carousel, report it before leaving the airport. You need to describe the bag accurately, provide the baggage receipt, give a delivery address, and understand how the airline will contact you.
Quick answer
Go to the airline’s baggage-service desk, show your baggage receipt, describe the suitcase, provide a reliable address and phone number, and ask for a reference number and expected update time.
Complete lost luggage dialogue
PassengerExcuse me, my suitcase hasn’t arrived.
AgentI’m sorry to hear that. Which flight were you on?
PassengerFlight 218 from Madrid.
AgentMay I see your boarding pass and baggage receipt?
PassengerYes, here they are.
AgentCan you describe the suitcase?
PassengerIt’s a large, dark-blue hard-shell suitcase with four wheels and a yellow strap.
AgentIs your name visible on the bag?
PassengerYes. There is a luggage tag on the side handle.
AgentWhere are you staying?
PassengerAt the Riverside Hotel until Friday. Could you deliver it there?
AgentYes. Please complete this form with the address and your phone number.
PassengerWhen should I expect an update?
AgentWe’ll text you as soon as the bag is located. Here is your reference number.
PassengerThank you. Is there a website where I can track the report?
How to describe a suitcase
Start with size, colour, material, and shape. Then mention distinctive details. For example: “It’s a medium-sized black soft-sided suitcase with two wheels, a red ribbon, and a luggage tag.” Useful materials include hard-shell, fabric, leather, and plastic. Useful features include zippered pocket, side handle, strap, sticker, and name tag.
Damaged luggage dialogue
PassengerMy suitcase arrived, but it has been damaged.
AgentWhat damage can you see?
PassengerOne wheel is missing and the side is cracked.
AgentPlease place it on the counter so I can photograph it.
PassengerCould I have a copy of the damage report?
AgentYes. Keep this reference number and your receipts.
20 essential phrases
- My suitcase hasn’t arrived.
- My bag is missing.
- Which flight were you on?
- Here is my baggage receipt.
- Can you describe the suitcase?
- It’s a large hard-shell suitcase.
- It has four wheels.
- There is a yellow strap around it.
- It has a luggage tag.
- My name is on the side handle.
- Where are you staying?
- Could you deliver it to my hotel?
- When should I expect an update?
- How will you contact me?
- What is the reference number?
- Can I track the report online?
- My suitcase is damaged.
- One wheel is missing.
- The side is cracked.
- Could I have a copy of the report?
Common mistakes
| Avoid | Say this instead |
|---|---|
| My luggage didn’t came. | My luggage didn’t come / hasn’t arrived. |
| It is a blue big luggage. | It’s a large blue suitcase. |
| My bag is losted. | My bag is lost / missing. |
| When I receive news? | When should I expect an update? |
Speaking practice
Role-play each situation aloud. First read both roles, then cover the answer and respond in your own words.
- Describe a black suitcase with a red ribbon.
- Ask for delivery to your hotel.
- Report a cracked case and a missing wheel.
Frequently asked questions
What is a baggage receipt?
It is the small identification label or number issued when the airline accepts your checked bag.
What information should I request?
Ask for the report reference number, tracking method, contact channel, and expected next update.
Should I leave the airport before reporting the bag?
Normally, report the missing or damaged bag at the airline desk before leaving the baggage area.
Continue practising Travel English
Review all seven stages in our airport English lesson or prepare for flight delays and cancellations.
Reporting a lost bag is a high-stress conversation
You need to describe your bag, give dates and addresses, and follow up. Run through it once with a tutor and it becomes a script you can follow instead of a problem you have to solve in real time.
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