Aug 13, 2014, 3:03 pm
Last edit by: JDiver
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (consolidated)
This is the archive of older posts for this subject. For the current thread, please see:
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (2015-onward)
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (2015-onward)
Track your bags Link
September 18, 2015:
Hello, Addressee,
AAdvantage Platinum Number:
You can now follow your checked bags from check-in to carousel with your smartphone, laptop or tablet. See real-time information about your bag's status, including when your bag is checked in, on a plane or at baggage claim. All you need is your bag tag number or your record locator.
And, if your flight has Wi-Fi onboard, you can track your bags in the air for free.
Here's how to get started:Keep track of your bags from check-in to touchdown using your record locator or bag tag number.
Hello, Addressee,
AAdvantage Platinum Number:
You can now follow your checked bags from check-in to carousel with your smartphone, laptop or tablet. See real-time information about your bag's status, including when your bag is checked in, on a plane or at baggage claim. All you need is your bag tag number or your record locator.
And, if your flight has Wi-Fi onboard, you can track your bags in the air for free.
Here's how to get started:
- Go to aa.com/baggage
- Click "Track your bags"
- Enter your last name and bag tag # or record locator
American Airlines: Delayed Baggage
:Baggage delayed less than 5 days
Phone: +1-800-535-5225
24 hours, 7 days a week
Baggage delayed longer than 5 days
See www.aa.com/bagstatus for further information.
Phone: +1-800-535-5225
24 hours, 7 days a week
Baggage delayed longer than 5 days
See www.aa.com/bagstatus for further information.
American Airlines: Delayed or missing baggage:
We do our best to ensure that your checked bag travels on the same flight with you. If your bag does not arrive on your flight, our goal is to return your bag to you within 24 hours. The measures may take longer for international itineraries due to flight frequency or Customs and Immigration procedures.
Note: These procedures apply when American Airlines or American Eagle are taking you to your final destination.
If you are unable to locate your checked bag:
Notify an American Airlines/American Eagle baggage service agent prior to leaving the airport (If you purchased the American Airlines baggage delivery service provided through BAGS VIP Luggage Delivery in advance of travel, notification must be made within 12 hours of the arrival of the flight on which you traveled.)
If your bag isn't located in five (5) days:
We do our best to ensure that your checked bag travels on the same flight with you. If your bag does not arrive on your flight, our goal is to return your bag to you within 24 hours. The measures may take longer for international itineraries due to flight frequency or Customs and Immigration procedures.
Note: These procedures apply when American Airlines or American Eagle are taking you to your final destination.
If you are unable to locate your checked bag:
Notify an American Airlines/American Eagle baggage service agent prior to leaving the airport (If you purchased the American Airlines baggage delivery service provided through BAGS VIP Luggage Delivery in advance of travel, notification must be made within 12 hours of the arrival of the flight on which you traveled.)
- You will be given a confidential file locator ID and a brochure explaining the recovery process
- Our Baggage Service desk will contact you periodically to keep you informed of our progress in locating your bag (aspirational statement)
- Refer to your confidential six-letter file locator (not your PNR) in all conversation and correspondence regarding your delayed bag
- Use your last name and confidential six-letter baggage file locator (not your PNR)to check the status of your bag.Check Baggage Status
- Central Baggage Service will take over the tracing effort
- Fill out and return a Property Questionnaire within 30 days from the date you traveled
- Available on the 6th day at www.aa.com/bagstatus.
- Mailed to your permanent address within 10 days of your travel date.
- Complete the questionnaire in its entirety including specific details such as colors, sizes, brand names and logos as well as information such as book titles, medication, electronics, gifts, souvenirs and food items
- Retain a copy for your records
Damaged baggage:
Prompt notification of a damaged bag helps us get your property to you promptly therefore all American Airlines and American Eagle airport locations are equipped to handle the initial report, evaluation and settlement of damage claims. If your bag is damaged, please notify us:
Please notify us as soon as possible. Failure to report damage to baggage within the prescribed time limit releases American Airlines and American Eagle from any liability.
Prompt notification of a damaged bag helps us get your property to you promptly therefore all American Airlines and American Eagle airport locations are equipped to handle the initial report, evaluation and settlement of damage claims. If your bag is damaged, please notify us:
- In person before leaving the airport
- At the latest, within 24 hours after you receive your bag for domestic itineraries
- Within 7 days for international itineraries
Notice regarding damage to wheels, handles, and other components of checked baggage
Baggage_Guidance_rev_11242015.pdf (link)
About this Document
In September 2015, the Office of Aviation Enforcement and Proceedings (Enforcement Office) conducted extensive inspections of U.S. and foreign air carriers’ operations at 16 U.S. airports. The Enforcement Office found, among other things, that carriers routinely exclude from liability damage to specific parts of checked baggage, such as wheels, straps, zippers, handles, and protruding parts. Carriers often post signs indicating that they categorically refuse to compensate passengers for such items. In some instances, carrier agents also discouraged or refused to accept reports of such damage.
Baggage_Guidance_rev_11242015.pdf (link)
About this Document
In September 2015, the Office of Aviation Enforcement and Proceedings (Enforcement Office) conducted extensive inspections of U.S. and foreign air carriers’ operations at 16 U.S. airports. The Enforcement Office found, among other things, that carriers routinely exclude from liability damage to specific parts of checked baggage, such as wheels, straps, zippers, handles, and protruding parts. Carriers often post signs indicating that they categorically refuse to compensate passengers for such items. In some instances, carrier agents also discouraged or refused to accept reports of such damage.
Link to aa.com Delayed Baggage; FAQ.
Link to aa.com LIABILITY LIMITATIONS regarding baggage - but see
USDOT reminder to airlines compensation is due for damaged wheels, straps, etc.
Link to aa.com DAMAGED BAGGAGE
Link to aa.com Delayed Baggage tracking form (need baggage claim file locator number to use)
American Airlines Conditions of Carriage (See BAGGAGE et seq., including Liability.)
Q. What can I do to help prevent or resolve baggage loss?
Others suggest:
- Don't place valuables in your checked baggage; such loss is generally not covered by airline policy. Some airports have higher pilferage and theft rates.
- Have two baggage tags, affixed at different points on each bag; handles do get torn off.
- Use a baggage belt: some have TSA-approved locks, and a belt may keep your bag from spilling contents if it becomes damaged. A bright color helps distinguish your bag from similar ones.
- Add a pom, ribbon or other device enabling you - and others - to distinguish your bag from similar / identical bags.
- Have identifying information and an itinerary inside your case where it will be seen if the bag is opened (which will occur if external tags are lost). Some use an itinerary tag such as this Magellan's retriever tags.
- Have a photo or two of your bags on your smartphone to show the baggage clerk exactly what your bag looks like.
- Don't use high end luggage; fancy, famous brands and fine finishes make your bag a target of thieves.
- Airline status tags mark your bag as belonging to a high value customer, but nobody's provided evidence that helps. Some have reported status tagged bags may be targeted for delays during industrial actions such as employee slowdowns or strikes.
Updated: 31 Dec 2015
ARCHIVE: Lost baggage /luggage delay, loss, damage - advice, etc. (pre-2018)
Aug 11, 2014, 7:26 am
#451
Join Date: Feb 2014
Posts: 11
lost luggage help
background info: i flew AA 3 times in the past 8 months from NYC to ORD and back. On the first return flight (beginning of january) my luggage was delayed 2 days. On the second return flight (mid march) my luggage was lost and still is. and on april 23 i flew from Chicago to EWR and i my luggage was delayed again.
when my luggage was lost i filed a claim and a created a spreadsheet of all the articles of clothing and split it between 2 printed sheets of paper. i triple checked all the info for the claim before i sent it out.
i later get a letter saying didn't complete the form so i can't get any compensation.i called them saying i made sure to complete the form to the fullest. the CSR said we are missing the sheet of paper with the prices for the clothing. i said i triple checked its in there. so she had them check the original documents and there it was!!
but now because the closed my claim and the reopened it it has to be manually put back into the flow and i still have not receive a penny of compensation for my lost luggage??? can anyone help me out as to who i can contact to speed the process up or something like that? TIA
when my luggage was lost i filed a claim and a created a spreadsheet of all the articles of clothing and split it between 2 printed sheets of paper. i triple checked all the info for the claim before i sent it out.
i later get a letter saying didn't complete the form so i can't get any compensation.i called them saying i made sure to complete the form to the fullest. the CSR said we are missing the sheet of paper with the prices for the clothing. i said i triple checked its in there. so she had them check the original documents and there it was!!
but now because the closed my claim and the reopened it it has to be manually put back into the flow and i still have not receive a penny of compensation for my lost luggage??? can anyone help me out as to who i can contact to speed the process up or something like that? TIA
Aug 11, 2014, 2:08 pm
#452
Join Date: Aug 2010
Location: Philly, PA
Programs: Avis First, Hertz Gold, Marriott Platinum, US Airways Platinum, AA Platinum, UA Silver, Hilton Diamo
Posts: 206
background info: i flew AA 3 times in the past 8 months from NYC to ORD and back. On the first return flight (beginning of january) my luggage was delayed 2 days. On the second return flight (mid march) my luggage was lost and still is. and on april 23 i flew from Chicago to EWR and i my luggage was delayed again.
when my luggage was lost i filed a claim and a created a spreadsheet of all the articles of clothing and split it between 2 printed sheets of paper. i triple checked all the info for the claim before i sent it out.
i later get a letter saying didn't complete the form so i can't get any compensation.i called them saying i made sure to complete the form to the fullest. the CSR said we are missing the sheet of paper with the prices for the clothing. i said i triple checked its in there. so she had them check the original documents and there it was!!
but now because the closed my claim and the reopened it it has to be manually put back into the flow and i still have not receive a penny of compensation for my lost luggage??? can anyone help me out as to who i can contact to speed the process up or something like that? TIA
when my luggage was lost i filed a claim and a created a spreadsheet of all the articles of clothing and split it between 2 printed sheets of paper. i triple checked all the info for the claim before i sent it out.
i later get a letter saying didn't complete the form so i can't get any compensation.i called them saying i made sure to complete the form to the fullest. the CSR said we are missing the sheet of paper with the prices for the clothing. i said i triple checked its in there. so she had them check the original documents and there it was!!
but now because the closed my claim and the reopened it it has to be manually put back into the flow and i still have not receive a penny of compensation for my lost luggage??? can anyone help me out as to who i can contact to speed the process up or something like that? TIA
AA's service in this area is very sub-par. I no longer fly on their steel as a result.
Aug 12, 2014, 6:47 pm
#453
Join Date: Feb 2014
Posts: 11
I have tried calling the central baggage many times but no help because they need to manually put it back into the flow. they say there is nothing they can do but send messages to the compensation department to ask for an update. will calling the baggage at the airport help any more? TIA
Aug 13, 2014, 12:23 pm
#454
Join Date: Jun 2001
Location: SFO/ATL/MEL/BKK
Programs: Marriott Plat, Hilton Diamond, IHG Diamond, Hyatt Globalist UA 1K MM, Delta Diamond
Posts: 2,678
Delayed Baggage Compensation
I'm not an AA flyer at all by all means.. Nonetheless, I have redeemed AS, and BA miles to fly AA here and there.. My experiences are typically mediocre. Recently I booked a last minute trip to GYE. Upon arrival in GYE my baggage did not arrive. I instructed AA to send the baggage to TRU airport ASAP. Four days later and several calls I have not got my baggage. I just found out that they delivered it to the hotel I stayed at in GYE (I never instructed my baggage to be delivered there, as my stay was short) So finally after hours or calling Ecuador, and the United States I managed to get in touch with GYE who got the baggage back and is sending it here. It will go to Lima tonight (hopefully) and have to spend a night before continuing to Trujillo.
I've been without clothes for several days, and the options here are very limited even with my spending allowance.. As much as I despise Macy's I'd give anything for 30 mins in one of their stores.. What should I expect for compensation? They totally dropped the ball here. They had the baggage, and knew where it was the whole time, yet delayed it for a week.. I'm not in a major city where I can easily replace my necessities. I believe AA Customer service is very poor. So I want to know what I should expect/ask for before furthering my complaint to the BBB/DOT.
Please no AA apologist replies. I spent about 24 hours to get to Guayaquil, and landed with the clothes on my back, and proceeded to rural Peru with just that thanks to AA.
I've been without clothes for several days, and the options here are very limited even with my spending allowance.. As much as I despise Macy's I'd give anything for 30 mins in one of their stores.. What should I expect for compensation? They totally dropped the ball here. They had the baggage, and knew where it was the whole time, yet delayed it for a week.. I'm not in a major city where I can easily replace my necessities. I believe AA Customer service is very poor. So I want to know what I should expect/ask for before furthering my complaint to the BBB/DOT.
Please no AA apologist replies. I spent about 24 hours to get to Guayaquil, and landed with the clothes on my back, and proceeded to rural Peru with just that thanks to AA.
Aug 13, 2014, 1:07 pm
#455
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Aug 13, 2014, 2:37 pm
#456
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
As American Airlines and US Airways are still operating as distinct airlines, this question is being moved to the appropriate pre-merger airline forum, where it will be merged into the lengthy existing thread.
Please note the sticky at the top of the consolidated thread which is titled PLEASE READ ME BEFORE POSTING! Welcome to the New American Airlines Forum!. With all of the changes about, it is important to know where to post, and reading that thread before posting (as the title suggests
) will help get you in the right place.
~Moderator
Please note the sticky at the top of the consolidated thread which is titled PLEASE READ ME BEFORE POSTING! Welcome to the New American Airlines Forum!. With all of the changes about, it is important to know where to post, and reading that thread before posting (as the title suggests
) will help get you in the right place.~Moderator
Aug 30, 2014, 5:01 pm
#457
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,923
Just an update that the AA people in DCA allegedly had a "system problem" and despite sending me a message that luggage would arrive in DCA yesterday, there has been no update about where it is and when it will arrive. A call to AA luggage claimed the bag had arrived at DCA but was unable to be processed and should be processed some time soon. Bleah.
The AA refund mechanism was a bit odd. I got regular automated phone calls, one to acknowledge receipt of my letter, one to acknowledge that it was in process and a third to acknowledge that it had been processed but that they could tell me nothing over the phone but that I would receive something by mail in 7 to 10 days.
Today (a week after her return flight to Europe) the check arrived and so all is more or less well.
Sep 2, 2014, 11:17 am
#458
Join Date: Apr 2014
Location: DFW/LAX
Programs: HH Diamond, AA EXP
Posts: 534
Delayed baggage compensation: how to?
So, flying MVD-MIA-DFW one of our bags didn't make it MIA-DFW. If they get it back to us tonight then no problem, but if they don't get it here tonight then my wife needs to buy something to wear to a meeting, etc... probably in the $100-$200 range. I know AA usually doesn't give too much grief in these situations as long as you have a receipt and your purchases are reasonable, but where/how do we go about asking for the refund? Must it be done at the airport (we aren't flying back out of DFW for a while) or can we do it over the phone/by email/etc?
Thanks for your help!
Thanks for your help!
Sep 2, 2014, 6:31 pm
#459
Senior Moderator and Moderator: American AAdvantage & TravelBuzz
Join Date: Nov 2007
Location: BOS
Programs: AA EXP, Marriott Titanium
Posts: 10,417
Merging into our existing thread discussing lost/delayed baggage. Thanks. /Moderator
Sorry to hear of your bag situation. I'd recommend going ahead and calling AA's baggage department and have them authorise a few hundred dollars for your wife to purchase any necessary goods. Then you'll just need to follow their instructions. (I believe you have to mail in your receipts and include the lost baggage locator. They'll then mail out the check to you a week or two later if the charges are approved.)
/ModeratorSorry to hear of your bag situation. I'd recommend going ahead and calling AA's baggage department and have them authorise a few hundred dollars for your wife to purchase any necessary goods. Then you'll just need to follow their instructions. (I believe you have to mail in your receipts and include the lost baggage locator. They'll then mail out the check to you a week or two later if the charges are approved.)
Sep 2, 2014, 7:31 pm
#460
Join Date: Apr 2014
Location: DFW/LAX
Programs: HH Diamond, AA EXP
Posts: 534
Thanks!
Sep 2, 2014, 7:35 pm
#461
Join Date: May 2009
Location: SEA
Programs: AA EXP (2.5MM), Hilton Gold, Marriott Titanium
Posts: 4,859
As long as you have filed a report at the airport, you should have good luck with negotiating over the phone for reimbursements. Last time I had to deal with this was ~2 years ago, but the phone agents were able to approve expenses once I provided the airport claim form #. This was in MIA, if that helps.
Sep 3, 2014, 8:02 am
#462
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,923
My friend (noted above) was sort of clueless but kept all documentation (luggage ticket/tracking numbers etc.) which I mailed in with receipts and got reimbursement for a bit less than $100 of stuff.
Oct 5, 2014, 12:16 am
#463
Join Date: Jun 2014
Posts: 394
Transiting Between AA and AB- Lost Baggage
Hi,
I was flying AA 242 from ORD to DUS 10/3, then Air Berlin from DUS to ZRH 10/4. Got to ZRH and realized after everyone else had their baggage that my bag was not there. Filed a report with Swissport, but have not heard anything from them and it still looks like my bag is missing online. I have no cell phone service here so I cannot call AA or AB to see where my bag was seen last. Anyone have any suggestions? Who would be responsible for the bag in this case?
I tried twitter and sent a direct message to AA, but all they said is the bag was tagged for ZRH so it should not still be in DUS. I asked multiple AA gate agents and flight attendants if my bag would be at baggage claim in DUS and they said no since I would be transiting. I will be here for two weeks and have already had to buy toiletries and a set of clothes so I hope to get reimbursed.
Thanks
I was flying AA 242 from ORD to DUS 10/3, then Air Berlin from DUS to ZRH 10/4. Got to ZRH and realized after everyone else had their baggage that my bag was not there. Filed a report with Swissport, but have not heard anything from them and it still looks like my bag is missing online. I have no cell phone service here so I cannot call AA or AB to see where my bag was seen last. Anyone have any suggestions? Who would be responsible for the bag in this case?
I tried twitter and sent a direct message to AA, but all they said is the bag was tagged for ZRH so it should not still be in DUS. I asked multiple AA gate agents and flight attendants if my bag would be at baggage claim in DUS and they said no since I would be transiting. I will be here for two weeks and have already had to buy toiletries and a set of clothes so I hope to get reimbursed.
Thanks
Oct 5, 2014, 1:54 am
#464
Join Date: May 2000
Location: Houston, TX, USA
Programs: UA 1K, AA Lifetime Platinum, DL Platinum, Honors Diamond, Bonvoy Titanium, Hertz Platinum
Posts: 7,970
Lost bags are the responsibility of the final carrier, regardless of who lost it, in terms of communicating with you, reuniting it with you if found, or compensating you for it if never recovered. Among other reasons, this allows you to deal with them with a local phone call at your destination. You should call Air Berlin in ZRH to follow up. They may in fact have enough information to tell you that they never received it from AA - while that may be true, that doesn't change the fact that they're responsible for handling it, dealing with you, and potentially compensating you, per the way interline checked bag agreements work.
Oct 5, 2014, 5:37 am
#465
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,638
Transiting Between AA and AB- Lost Baggage
Sorry to hear a bag was lost involving AB. Their assistance has not been stellar.
This thread should probably be moved to AB.
This thread should probably be moved to AB.
