Help centre
Answers to the questions we get most.
How do I find my bag tag number?
It is on the small sticker the airline put on your boarding pass or passport at check-in: 10 digits, often with two letters in front (your airline's code).
My airline is not supported. Can you still help?
We can only collect bags from airlines we have agreements with. Leave your details on the coverage page and we will tell you when yours is added. For other airlines, contact the airline's baggage desk directly.
When do I pay for a delayed bag delivery?
After we have collected your bag from the airport. We send you a secure payment link (Mada, Apple Pay or card). Nothing is charged when you submit the request.
What is the digital authorisation?
Airlines release bags only to the owner or someone the owner authorised. You accept a short authorisation statement in the request; we record when you accepted it and from which device, and present it to the airline.
How will I know what is happening?
You get an SMS at every stage, and your status page shows the full history. You can also turn on WhatsApp or email alerts.
Can I change the delivery address?
Yes, from your status page until the bag is out for delivery. After that, chat with us.
What if nobody is home?
Our courier calls before arriving. If nobody is available, we agree a new time. Bags are never left unattended.
Is my bag insured while with you?
Bags in our custody are covered under our liability terms. See Legal → Liability for the limits and how to make a claim.
Do you handle group Hajj and Umrah baggage?
Yes. Group organisers and agencies should use the group enquiry form so our commercial team can plan it with you.
How do you use my data?
Only to deliver the service you asked for and to keep you updated. We follow the Saudi Personal Data Protection Law. See our privacy policy.
How do I cancel?
From your status page, or by chatting with us. Recovery requests can be cancelled free before collection. Booking refunds follow the refund policy.
Is there a phone number?
All support runs through chat and email so every conversation is linked to your request and nothing gets lost. Our team replies quickly during support hours.
Where do I find my bag tag number?
On the sticker the airline attached to your boarding pass or passport at check-in. It is 10 digits, usually with two letters in front.
My airline is not in the list.
We can only see bags on airlines we work with. Leave your details on the coverage page and we will tell you when yours is added.
When do I pay?
Only after we have collected your bag from the airport. Nothing is charged when you submit the request.
Do I need to report the bag to the airline first?
It helps if you already have a reference from the airline's baggage desk, but it is not required. We will contact the airline for you.
How long does it take?
Most bags that have already arrived are delivered within the same day. If the bag is still travelling, we deliver it as soon as it lands.
Is there a charge if you do not find it?
No. You only pay the agreed fee if the item is found and delivered.
What if I left it on the plane?
Items found on board are handled by the airline. If it was a supported airline we can chase it for you; otherwise we will point you to the right desk.
Can you handle our whole group?
Yes. Use the group enquiry form and our commercial team will plan it with you.
How are bags identified?
Each bag gets a HalaBag tag linked to your booking. You can track each tag individually.
Where do I hand over the bags?
At the HalaBag desk in the arrivals hall, or authorise us to collect them from the belt on your behalf. Your confirmation shows the exact meeting point.
How long until delivery?
Same day for deliveries within the airport's city, usually within a few hours of landing. Other cities are delivered next day.
Will my bag be with me at the same time?
Bags travel separately on scheduled runs. We tell you the expected time at booking and update you by SMS.
What about Zamzam water and gifts?
Allowed within airline rules. Anything not permitted on the flight cannot be checked in on your behalf.