Onboard Services – Frequently Asked Questions
Q:
My luggage is lost. What should I do?
A:
As soon as you notice your luggage or personal item is missing, please contact us by following the instructions below.
Before Your Cruise:
If you are staying at a Walt Disney World Resort hotel before your cruise begins, please visit the Bell Services desk in the main lobby or call them from your hotel room phone. If you are staying at a non-Disney Resort hotel, please contact the front desk.
On the Ship:
Please visit the Guest Services Desk or ask a Disney Cruise Line representative for help.
After Your Cruise:
If you discover an item is missing after your cruise, fill out the Lost and Found Report, through Chargerback, our third-party lost-and-found service provider, and we'll do our best to assist you in finding a lost or misplaced item. Please note that by selecting this option, you will be directed to a non-Disney website, where a different privacy policy and different terms of use will apply.
Once you’ve reported a lost item, you’ll receive an email notification from Chargerback with your Lost Item report number. Chargerback will then provide information from your report to Disney Cruise Line so we can look for your item and return it to you if it is found. Chargerback will also email you periodic updates about the status of your search.
Keep in mind, items may be subject to shipping restrictions. There also may be delays in shipping items or shipping may be unavailable to some locations.
The following “no-hold” items are irretrievable and will either be destroyed or thrown away:
- Food or beverages
- Containers with food residue or liquids, including water bottles
- Soiled clothing
- Sanitation-specific or toiletry items including: hairbrushes, loose mouth guards or retainers, toothbrushes, etc.
- All medications
- Alcohol or tobacco products
- Any item that could pose a possible health or safety hazard