Lost & Found
If you find a lost item within the airport, you must hand it over to the Aéroports de Paris (ADP) Lost & Found department.
Locations are as follows:
• Paris-CDG: Terminal 2, TGV Station level 3.
• Paris-Orly: Orly 1, Level 0.
You can also file an online report directly on the official Aéroports de Paris website.
• Lost in the terminal: If your item was lost in public areas (excluding airline lounges), contact the ADP Lost & Found department and file an online report.
• Lost on a flight or in a lounge: Contact the airline's specific lost property service directly.
• For general inquiries: You can dial 3950 (within France).
How we help: In either case, Hello Passenger can act on your behalf to retrieve your item once it has been located, professionally pack it, and ship it to your chosen international address.
In this instance, you must contact the airline directly. Items left on board an aircraft or within a private airline lounge are managed by the carrier's own lost property department and do not enter the general airport lost-and-found system.
Once the airline has located your item, Hello Passenger can handle the rest. We can arrange to retrieve the item on your behalf, professionally pack it, and ship it to any address worldwide.
Luggages
If your luggage is missing or damaged, you must report the issue immediately at your airline’s baggage claim counter.
Many airlines also allow you to file this report online.
Depending on the circumstances, you may be entitled to compensation for:
- Damage
- Delay
- or Loss.
Need a replacement? BDM Travel Store offers a wide range of premium luggage to help you continue your journey.
Limits vary by airline, travel class, and fare type:
In general :
• Checked Luggage: Maximum dimensions of 158 cm / 62 in (Length + Width + Height).
• Weight: Usually a maximum of 32 kg (70 lbs) per piece.
Anything exceeding these limits is considered oversized (out-of-gauge).
While companies may accept larger items (up to 300 cm), they are subject to specific airline approval and surcharges.
If an item is too large for standard flight, the airline may direct you to air freight.
Hello Passenger can assist you with the logistics.
Our Storage Solutions: Our facilities accept everything from
- small accessories
- carry-ons
- checked bags
- oversized equipment
We can also provide home delivery for your items.
You can keep your carry-on bags with you. However, if you are switching to a different airline for your next flight, please be aware that size and weight restrictions may vary. If your current bag no longer meets these requirements, Hello Passenger offers a selection of compliant, regulation-size luggage available for immediate purchase.
You want to explore Paris during your layover?
If you have a few hours before your next flight and wish to visit the city, you can safely leave your bags at one of our secure storage facilities..
For checked luggage: Typically,your bags are checked through to your final destination if your flights are booked under a single reservation (one reference number).
However, you must reclaim your luggage and check it in again if:
• You are changing airports (e.g., transferring from CDG to Orly).
• Your journey continues by train.
• Your specific travel itinerary or airline policy requires a manual re-check.
Traveling with Pets: The same rules apply to your pets. Depending on your connection, you may need to retrieve and re-check your animal companion.
Bespoke Support for Every Scenario: Whatever your situation, Hello Passenger provides tailored solutions
to make your connection seamless, including:
– Secure Luggage Storage,
– besides baggage transfer.,
- Pets in Transit specialized care.
Layovers & Transfers in Paris
A layover in Paris can be a constraint, or an opportunity. Whether you are at Charles-de-Gaulle or Orly, you can make the most of your wait time by entrusting your luggage to us.
Unlock the perfect Paris layover: Experience the city unburdened and at your own pace.
Navigating a connection at Paris-CDG or Paris-Orly with suitcases in tow can be a challenge. Whether you're transitioning between flights or from rail to air, moving unburdened is the key to a seamless journey.
To travel lighter, Hello Passenger provides secure storage and transport solutions directly at CDG and Orly airport:
Our services include:
Secure Storage: Entrust your carry-on and checked luggage to our monitored, high-security facilities.
Specialized Equipment: Store oversized or delicate items, including laptops, bicycles, surfboards, and pet travel crates.
Bespoke Transport: Organize the seamless transfer of your luggage from your hotel, Airbnb, or home directly to the airport and vice versa.
- Organize the transport of your luggage from the airport to your place of residence or accommodation
Where are our agencies located in Parisian airports?
To further streamline your movement through Paris-CDG and Paris-Orly, Hello Passenger provides an exclusive Porter Service.
With this premium offering, our teams handle every detail: we collect your luggage directly at your point of arrival and return it to you at your departure point, regardless of the terminal.
Yes, it is possible to leave the airport during a layover at Paris-CDG or Paris-Orly, provided you have the necessary documents to enter French territory or are arriving from a Schengen Area member state.
However, before leaving the airport during your transit, make sure you have sufficient time.
Things to consider before leaving the airport:
• Travel time within the terminals
• Baggage check-in time
• Security and border control waiting times (if applicable)
• Travel time between the airport and central Paris
Good planning and travelling light are essential to making the most of your Paris layover.
With less than 4 hours of transit at Paris CDG or Paris ORLY, it is recommended to stay within the airport or in its immediate surroundings.
At Orly, line 14 allows you to reach Châtelet in approximately 25 minutes. However, the available time may prove too short for a relaxed visit.
You can take advantage of services within the airport:
- Shops, Duty-free Boutiques
- Restaurants and Cafés
- Lounges.
- Resting Areas.
If you would nevertheless prefer to leave the terminals, you have the option of visiting:
Hotels, restaurants and cafés located on the airport grounds
– Shopping Centers nearby:
- Aéroville, at Roissy CDG
- Belle Epine, at Orly
A short stopover can also be the perfect opportunity to rest comfortably.
Where are our agencies located in Parisian airports?
With a layover of 4 to 8 hours at CDG or Orly, you can consider a quick visit to the capital.
• From Paris Charles-de-Gaulle (CDG), allow approximately 45 minutes on the RER B to reach the centre of Paris.
• From Paris Orly (ORY), metro line 14 allows you to reach Châtelet in approximately 25 minutes. This window gives you the opportunity to discover a few must-see sights, provided you make the most of your time.
This time slot allows you to discover a few must-sees, provided you make the most of your time.
Quick visit ideas during your layover:
• The Eiffel Tower
• Notre-Dame de Paris
• Montmartre and the Sacré-Cœur
• A meal at a traditional Parisian bouillon
• A stroll along the banks of the Seine
Make sure to plan your return to the airport well in advance.
How to get to Paris CDG and Paris Orly airports
Where are our agencies located in Parisian airports?
With a transit at CDG or ORLY airports of more than 6 hours, your layover becomes a true tourist opportunity.
You can then discover Paris at your own pace and fully enjoy the capital and its surroundings.
But to make the most of it, it is recommended to plan your itinerary in advance by pre-booking tickets through tour operators.
They offer packages tailored to layovers, including:
• Panoramic bus tours
• Seine river cruises
• Guided tours of the main landmarks
You can also consider:
• A visit to the Palace of Versailles
• A day at Disneyland Paris
• A trip to Parc Astérix and a visit to its surroundings (Senlis, Chantilly…)
A long layover allows you to enjoy a truly Parisian experience — provided you travel light.
Our services to make the most of your layover: