Baggage Loss & Transit: Who Pays When a Suitcase Vanishes?

The Most Common Guest Complaint

It happens every day: a guest arrives in Dubai, but their luggage does not. Or worse, their bag is stolen from the tour bus while they are taking photos. While the airline is responsible for some of this, the guest will often look to you for help. A good Tour Operators Insurance Policy handles this smoothly.

Liability During Transfers

If your driver leaves the van unlocked and a guest’s bag is stolen, your agency is liable. In 2026, UAE law is very clear on “Bailment”, which is the duty to protect things left in your care. Tour Operators Liability insurance pays for the value of the lost items. It also pays for “Emergency Purchases” so the guest can buy clothes and stay on the tour.

The AED 500 per Kilo Rule

Did you know that under UAE Commercial Law, there are specific limits on what you must pay for lost luggage? At CoverB, we help you understand these rules so you don’t overpay. But we also ensure your insurance is generous enough to keep your guests from leaving a bad review.

Digital Tracking and Claims

In 2026, CoverB helps you use tech to stay safe. Many of our policies reward agencies that use luggage tracking tags. And if a bag is lost, our digital claims portal allows you to upload the “Property Irregularity Report” (PIR) from the airport instantly. Visit https://coverb.ae/liability/tour-operators-liability-insurance/ to learn more.