Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > American Airlines | AAdvantage
Reload this Page >

Lost baggage /luggage delay, loss, damage - advice, compensation, etc. master thread

Lost baggage /luggage delay, loss, damage - advice, compensation, etc. master thread

    Hide Wikipost
Old Apr 7, 19, 12:31 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: JDiver
Wiki Link
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (2015-onward)


Note: Live AA baggage tracking became available 15 Sep 2015. Bags are scanned at several points, and using the app you can generally see where your bags are. Not all airports have this capability.

Originally Posted by LPDAL View Post


Bags at hubs are “mega scanned” or scanned at every point of contact. The first point of scan would most likely be the sorter where the bag is sent to the corresponding belt where the flight is being loaded.

Bags that miss their flights are delivered to the expeditor(s) who handle IROPS bags and send them on their way. Most likely, the bag is sent on the next AA flight. We are able to send bags on various other airlines but sending them on our own metal is always preferable.
Track your bags Link
September 18, 2015:

Hello, Addressee,
AAdvantage <status tier> 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
Keep track of your bags from check-in to touchdown using your record locator or bag tag number.
NOTE: On itineraries with more than one airline, the responsible airline for lost or delayed baggage is the final carrier; that carrier's procedures may differ from AA's. In any case, most do require if you arrive at your destination and your baggage has not arrived (or has been damaged), be sure to fill out a baggage claim form prior to leaving the airport.

What if I need clothing or toiletries because my baggage is missing?

Link

Reimbursement

We will reimburse you for items you need immediately while away from home without your bags. Within 45 days of your delay, please send us:

■Your 13-character file reference number
■A copy of your ticket receipt and baggage claim checks
■Your original, dated, itemized receipts

Send verification items to:

American Airlines Central Baggage
4000 East Sky Harbor Boulevard
Phoenix, AZ 85034

Fax: 480-693-2305
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.
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.)
  • 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
If your bag isn't located in five (5) days:
  • 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:
  • 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
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.
Wheels, "protuberances" etc. please see:

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.
If from an international flight, Article 17 of the Montreal Convention applies; see below. The final operating carrier is responsible for locating and returning, or compensating the checking passenger if not delivered within 21 days.

"The Montreal Convention changes and generally increases the maximum liability of airlines for lost baggage to a fixed amount 1,131 SDR per passenger (the amount in the Warsaw Convention is based on weight of the baggage). It requires airlines to fully compensate travellers the cost of replacement items purchased until the baggage is delivered, to a maximum of 1,131 SDR (XDR currency code, ~$1,652 May 2017). At 21 days any delayed baggage is considered lost, even if the airline delivers it after that period."

The SDR on 28 Aug 2017 was valued at $1.42, so 1,131 SDR was approximately $1,603.00. Use this link to convert SDR to USD.

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.)

Link to PDF about baggage damage and loss by Christopher Cotter, Attorney at Law.

Q. I flew internationally. What rules governs baggage damage or loss?

Article 17 of the Montreal Convention:

"2. The carrier liable for damage sustained in case of destruction or loss of, or of damage to, checked baggage upon condition only that the event which caused the destruction, loss or damage took place on board the aircraft or during any period within which the checked baggage was in the charge of the carrier. However, the carrier is not liable if and to the extent that the damage resulted from the inherent defect, quality or vice of the baggage. In the case of unchecked baggage, including personal items, the carrier is liable if the damage resulted from its fault or that of its servants or agents.

3. If the carrier admits the loss of the checked baggage, or if the checked baggage has not arrived at the expiration of twenty-one days after the date on which it ought to have arrived, the passenger is entitled to enforce against the carrier the rights which flow from the contract of carriage.

4. Unless otherwise specified, in this Convention the term "baggage" means both checked baggage and unchecked baggage."

Q. What can I do to help prevent or resolve baggage loss?
  • 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.
Others suggest:
  • 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: Updated: 28 Aug 2017

Print Wikipost

Reply

Old Dec 24, 18, 4:39 am
  #241  
 
Join Date: May 2012
Location: Fort Lauderdale, Florida
Programs: American Airlines Mainline Fleet Service Clerk / Expeditor (Baggage Delivery Assurance) / HAL 2 Star
Posts: 715
Originally Posted by lewis_saint View Post
Yesterday, I flew AA AUS-JFK with two checked bags. I dropped both bags off at Priority AA counter, with both bags left on the belt in front of the check-in agent.

At JFK, only one bag made it. The baggage tag for the second bag says "never scanned". I obviously raised a report with AA and after 24 hours, they are still trying to locate the bag.

My question for FT:
- When would a bag first be scanned? Obviously it never left AUS, but I am curious where the error occurred.
- Anything I can do other than leave a message with AUS airport lost and found?

As always, thank you in advance for any recommendations.
Bags at hubs are “mega scanned” or scanned at every point of contact. The first point of scan would most likely be the sorter where the bag is sent to the corresponding belt where the flight is being loaded.

Bags that miss their flights are delivered to the expeditor(s) who handle IRROPS bags and send them on their way. Most likely, the bag is sent on the next AA flight.
JDiver likes this.

Last edited by LPDAL; Dec 24, 18 at 4:06 pm
LPDAL is offline  
Reply With Quote
Old Dec 24, 18, 5:45 am
  #242  
Moderator, Delta & FlyerTalk Evangelist
 
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,033
Originally Posted by lewis_saint View Post
- Anything I can do other than leave a message with AUS airport lost and found?
This isn't an airport lost-and-found issue. It is solely an AA baggage claim issue. File a claim with AA within their deadline by the prescribed process.

Yes, now and then a carrier will mess up baggage handling on a simple, single-segment itinerary. If I had to guess (and if you confirmed the plane was full) I'd say the plane was at max weight (given weather conditions for the route, aircraft MTOW, etc.) and had to leave some bags behind.
JDiver likes this.
3Cforme is offline  
Reply With Quote
Old Dec 24, 18, 9:19 am
  #243  
 
Join Date: Jan 2010
Posts: 601
Many thanks for the responses. I was reunited with my second bag 36 hours later. The original bag tags were on it. I can understand a plane being overweight, I was just surprised that the bag managed to miss being scanned at the first point.
lewis_saint is offline  
Reply With Quote
Old Dec 24, 18, 11:43 pm
  #244  
FlyerTalk Evangelist
 
Join Date: Aug 2006
Location: SNA
Posts: 16,514
My daughter's bag was last scanned at Heathrow on Dec 21, supposed to be on AA135 to LAX but it seems it was not.
I have been calling and checking for updates online but now when I put in the tag number it says there is an error.
Does the online tracking stop working after 3 days?
VickiSoCal is offline  
Reply With Quote
Old Dec 25, 18, 9:01 am
  #245  
 
Join Date: May 2008
Location: PHL (kinda, no airport is really close)
Programs: AA PPro. Enterprise Platinum woo-hoo!
Posts: 2,864
I had a bag destroyed by AA about a month ago. It appears it was run over. It was a softside bag and there was minimal outside damage but the inside of the bag was basically destroyed.

At the airport they offered me a new bag from their "off the shelf" inventory, or to replace the bag I had. It was a standard item and I asked for a replacement. When I got home, they sent me a FedEx tag to have it send to a company, something like "Rhynn's Luggage."

About how long should it take for the replacement to arrive? I don't need the bag urgently but I want to know how long before I start calling and saying "Hey, where is it?"

As I said, it was kind of a standard item, it was a Travelpro Crew 7 folding garment bag, they're now on the Crew 11 series but the same model is available.
redtop43 is offline  
Reply With Quote
Old Dec 25, 18, 12:49 pm
  #246  
 
Join Date: May 2012
Location: Fort Lauderdale, Florida
Programs: American Airlines Mainline Fleet Service Clerk / Expeditor (Baggage Delivery Assurance) / HAL 2 Star
Posts: 715
Originally Posted by VickiSoCal View Post
My daughter's bag was last scanned at Heathrow on Dec 21, supposed to be on AA135 to LAX but it seems it was not.
I have been calling and checking for updates online but now when I put in the tag number it says there is an error.
Does the online tracking stop working after 3 days?
The tracking should work for a long period of time (even after the bag has been claimed), not just for three days.

Sometimes the scanners have connectivity issues which can cause scans not to appear in the computer system, so I make sure to scan bags twice whenever possible.
LPDAL is offline  
Reply With Quote
Old Dec 25, 18, 1:39 pm
  #247  
FlyerTalk Evangelist
 
Join Date: Aug 2006
Location: SNA
Posts: 16,514
Originally Posted by LPDAL View Post


The tracking should work for a long period of time (even after the bag has been claimed), not just for three days.

Sometimes the scanners have connectivity issues which can cause scans not to appear in the computer system, so I make sure to scan bags twice whenever possible.
Thanks, it is now working again, maybe a glitch yesterday. It's not clear to me when it was last scanned. The phone agent just says it was scanned 15 times in London and was "bound for AA135" but never scanned in LA.

It is really putting a damper on Christmas. Teddy has been everywhere with her for many many years. Even been half eaten by a dog and hand repaired once.
VickiSoCal is offline  
Reply With Quote
Old Dec 26, 18, 6:46 pm
  #248  
 
Join Date: Dec 2005
Location: California
Programs: AA EXP...couple hotels and cars too
Posts: 3,239
Originally Posted by redtop43 View Post
I had a bag destroyed by AA about a month ago. It appears it was run over. It was a softside bag and there was minimal outside damage but the inside of the bag was basically destroyed.

At the airport they offered me a new bag from their "off the shelf" inventory, or to replace the bag I had. It was a standard item and I asked for a replacement. When I got home, they sent me a FedEx tag to have it send to a company, something like "Rhynn's Luggage."

About how long should it take for the replacement to arrive? I don't need the bag urgently but I want to know how long before I start calling and saying "Hey, where is it?"

As I said, it was kind of a standard item, it was a Travelpro Crew 7 folding garment bag, they're now on the Crew 11 series but the same model is available.
huh. You just gonna wait a few months, then some no-name bag shows up...and you are SOL. What makes you think some clerk at Rhynn will think a TPCrew 11 is the right replacement????

Id say "I'm going to replace it, where should I send the receipt for reimbursement?"

Always try to limit the power to screw you
Exec_Plat is offline  
Reply With Quote
Old Dec 28, 18, 6:49 pm
  #249  
FlyerTalk Evangelist
 
Join Date: Aug 2006
Location: SNA
Posts: 16,514
Today they say my daughter's bag is still at Heathrow and they have given us a new bag tag number with a format of XH######
This tag number results in an error on the tracking site. 13 digit file number still says bag is lost, but several people have said bag is found at Heathrow, for two days now, but no word on when it will get to LAX. Now on 7 days.
VickiSoCal is offline  
Reply With Quote
Old Dec 31, 18, 3:51 am
  #250  
 
Join Date: May 2012
Location: Fort Lauderdale, Florida
Programs: American Airlines Mainline Fleet Service Clerk / Expeditor (Baggage Delivery Assurance) / HAL 2 Star
Posts: 715
Originally Posted by VickiSoCal View Post
Today they say my daughter's bag is still at Heathrow and they have given us a new bag tag number with a format of XH######
This tag number results in an error on the tracking site. 13 digit file number still says bag is lost, but several people have said bag is found at Heathrow, for two days now, but no word on when it will get to LAX. Now on 7 days.
VickiSoCal, please PM me.

Last edited by LPDAL; Dec 31, 18 at 4:48 am
LPDAL is offline  
Reply With Quote
Old Dec 31, 18, 9:05 am
  #251  
FlyerTalk Evangelist
 
Join Date: Aug 2006
Location: SNA
Posts: 16,514
Originally Posted by LPDAL View Post


VickiSoCal, please PM me.
I will PM you but the gory details are:

Friday Dec 21- It lost its tag in Heathrow during the transfer. It went to Heathrow's lost bag area. Wednesday night (Dec 26) after being on the phone with AA with many different people they found a bag sitting in Heathrow with contents matching her description. They put in a rush to have it transferred to AA. Thursday morning I called and was told it was on flight 109 to LAX.
Thursday night I called because 109 had landed 5 hours ago and I hadn't heard anything and was told noone could locate it in the sytem but it "should have been on 109" by a very nice lady in Reno. I won't give her name her but this lady was *awesome* she said she would keep looking and call back on Friday.
Friday morning I called and was essentially told they had no idea where it was. I was also told that it was not on 109, and why would anyone have told me that. They start looking in Heathrow again. Nice Reno calls back Friday afternoon. Still looking, can't find it. She is convinced it must be at LAX but LAX is not answering the phone.
My husband got fed up and called the EXP line and read them the riot act. (Daughter has no status)
A few minutes later someone called and said we had this new bag tag number "XH######" but they are still not sure where the bag is.
The Reno lady calls me for the third time to check in and I gave her that bag tag number. She begins typing furiously and after a few minutes says "It is in LA! It was on 109 yesterday but the people in LA did not know whose bag it was because the new bag tag number was not recorded in your daughter's file."
She tried to get it on a van Thursday night, but again, LAX was not answering the phone.
Saturday morning, the guy I talked to who dug around and found it Wednesday night called. He said he'd been off two days and apologized for the confusion. He said it would be delivered Saturday afternoon. We were going to be out in LA (we live in OC) and said we would just pick it up.
Picked it up at LAX, all was intact.

So I guess the lesson is KEEP CALLING. I think it would still be sitting in Heathrow if I hadn't stayed on it. I was told to start filling out the claim form after 5 days, that there was very little hope.
JDiver and TWA884 like this.
VickiSoCal is offline  
Reply With Quote
Old Dec 31, 18, 3:04 pm
  #252  
 
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Ex Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 5,628
Upthread, Rynn’s was mentioned..

I’ve had horrible experiences with AA lost luggage (never found, after 7 days transferred to the “our mailbox is full so we aren’t accepting messages” dept., ultimately resorted to twitter shaming).

However, when dealing another time with AA on a damaged bag that needed replacement, Rynn’s was great. Able to upgrade the bag by paying the difference in the wholesale cost, buy matching bags at wholesale, very responsive, etc.
beachfan is offline  
Reply With Quote
Old Dec 31, 18, 6:48 pm
  #253  
 
Join Date: Aug 2013
Location: Olde Dominion
Programs: AA Gold - ooooh!
Posts: 597
I got in very late (almost midnight) on 12/29, got bag off carousel, put it in trunk, got home and discovered the front pocket was messed up (the zipper is stripped, basically, with the pocket gaping open and unclose-able, and the pull is missing from the zipper head – I don't know the technical terms for all those things LOL).

I called AA, waited for a callback (which came around 1:30 AM), and they said to call 800-866-4010 when they opened to report it.

Long story short, I tried on both 12/30 and 12/31 to reach someone at the 800 number and have not been able to (when I called I was either in the hold queue forever, with no one ever picking up, or else I got a message that they were closed for the holiday – I guess New Year's Eve is a holiday too now). Will they still take my claim? Or will credit card travel insurance cover this?

What adds insult to injury here is that the damaged bag was one of two AA replaced earlier this year! And the two bags that were replaced were damaged on the same trip (one outbound, one return).
Kamalaasaa is online now  
Reply With Quote
Old Jan 2, 19, 2:06 am
  #254  
 
Join Date: Jan 2019
Programs: AA
Posts: 1
Unhappy AA lost baggage...20 days already but no luck in tracking down

On 13th Dec, due to long security check point delay, I missed my flight AA 2784 from DFW to IAD after checked in both my bags to all the way to KHI (at my final destination). After missed this flight, i went to the AA customer care counter at DFW, to see if i can able to catch the next available flight to IAD, so i can catch my connecting flight of ETIHAD. I was told that next flight is not available until 10 pm, this meant that i had to cancel this itinerary and had to purchased a fresh new ticket. As i was booking my new ticket over the phone, i asked AA rep (Maira) about my luggage and Maria told me that she did the pull request of my luggage from flight AA 2784 and i should pick up my luggage at baggage office in IAD. I request that if AA can send me both of my bags back to DFW, so i can travel in the next day or two as i have to attend conferences in KHI, but she refused it and insisted me to book my next flight from IAD. I paid $596 extra to booked my flight to IAD so i can travel with my luggage. I took the next flight to IAD at 10 pm same day and when i went to baggage office in IAD, staff was very rude and refused to help me tracking down my luggage. They said they never received any pull request and told me that i should received my luggages in Karachi (as it said on the boarding). I even called the baggage hotline of AA and they are blaming Etihad. On the other end Etihad is refusing to file the claim as they are saying that i did not travel with them, so they cannot file a claim for me. Now i am back in the US, and i still don't have my luggages yet. Kindly help me as i am frustrated with calling every day to central baggage claim office and no one their to help me.
flyerB777 is offline  
Reply With Quote
Old Jan 7, 19, 10:45 pm
  #255  
A FlyerTalk Posting Legend
 
Join Date: Feb 2001
Location: Berkeley, CA USA
Programs: Piggly Wiggly "Shop the Pig!" Preferred Shopper
Posts: 41,443
Daughter’s bag didn’t get on our SFO-ORD flight on 12/22/18. They delivered it to our hotel in Milwaukee the following day. I sent an email complaint suggesting some compensation. AA sent a nice note offering 7,500 miles x 3 (also my account and my wife’s). Nice gesture and fair resolution.
dhuey is online now  
Reply With Quote

Thread Tools
Search this Thread