Jan 3, 2016, 9:48 am
Last edit by: Prospero
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.
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
Wheels, "protuberances" etc. please see:
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 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.
[QUOTE]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?
Link to posts prior to 2019
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.
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:
Keep track of your bags from check-in to touchdown using your record locator or bag tag number.
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.
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
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.[/color][color="Navy"]
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.[/color][color="Navy"]
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:
If you’re unable to submit online, you can send your claim and verification items by mail or fax.
American Airlines Central Baggage
4000 East Sky Harbor Boulevard
Phoenix, AZ 85034
Fax: 480-693-2305
Link
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
If you’re unable to submit online, you can send your claim and verification items by mail or fax.
American Airlines Central Baggage
4000 East Sky Harbor Boulevard
Phoenix, AZ 85034
Fax: 480-693-2305
Link
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
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.
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.
"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."
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.
[QUOTE]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.
Link to posts prior to 2019
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. master thread
Feb 15, 2019, 8:07 am
#17
Join Date: Aug 2013
Posts: 239
But I have contradictory status given by both American Airlines & Finnair - at least as I understand it (the representatives at American Airlines customer service were horrific).
Feb 15, 2019, 8:19 am
#18
FlyerTalk Evangelist
Join Date: Jul 2010
Programs: AA
Posts: 14,724
Under IATA regulations, the last carrier you fly is responsible to you for your missing baggage, because of exactly this situation. It's not up to you to figure who is responsible and you shouldn't waste your time doing so as you've already been inconvienced enough. Deal with Finnair to get your bag back to you and compensation if necessary. Finnair can then go after AA if it really is AA's fault.
Mar 2, 2019, 4:29 pm
#19
Join Date: Aug 2012
Programs: AA PLT, SPG Gold
Posts: 2,405
Just curious how generous is AA with compensation for delayed bags? We were stuck in Lanai for a few days without our bags so ended up spending a fortune to have clean clothes for a day. Amazingly I don't think I've ever filed a claim for this before with AA, so curious what to expect. Basic things cost a pretty penny on Lanai!
Mar 31, 2019, 8:56 pm
#20
Join Date: Sep 2009
Location: Somewhere near a Airstrip
Programs: BAEC Gold, Hilton Gold, Marriot Platinum
Posts: 647
Flew PHL-STL as a part of Domestic connection - Bags Checked thru LHR. I collected the bags in PHL after Customs and checked back with AA. When picked up in STL, both the bags has damages (Dent and a Crack). Filed a claim with AA customer service in STL and I've been asked to call Dallas for further updates.
I'm in US for 2 weeks and travelling back to India -
what are the options - Will AA reimburse the cost of the bags? if so, How?
I'm in US for 2 weeks and travelling back to India -
what are the options - Will AA reimburse the cost of the bags? if so, How?
Mar 31, 2019, 9:38 pm
#21
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,550
Flew PHL-STL as a part of Domestic connection - Bags Checked thru LHR. I collected the bags in PHL after Customs and checked back with AA. When picked up in STL, both the bags has damages (Dent and a Crack). Filed a claim with AA customer service in STL and I've been asked to call Dallas for further updates.
I'm in US for 2 weeks and travelling back to India -
what are the options - Will AA reimburse the cost of the bags? if so, How?
I'm in US for 2 weeks and travelling back to India -
what are the options - Will AA reimburse the cost of the bags? if so, How?
There is no reason why AA should not pay up, but have come across it trying to disclaim against certain damages or losses, seemingly hoping that people are unaware of the Montreal Convention
Apr 5, 2019, 6:36 pm
#22
Join Date: Nov 2017
Posts: 1,197
BA / American Airlines Baggage Mishandling Nightmare (to merge)
When my wife and I arrived in JFK from LHR we found that her bag hadn't. We were told by the BA rep at JFK that we should make a claim with American at SFO (our final destination) as our bag had been put onto a direct flight there and should be waiting for us (they gave us a flight number so we had no reason to disbelieve them).
It should come as no surprise that it wasn't. American said they couldn't do anything as the BA desk was closed at that point. They said they'd get the bag from BA and bring it to our hotel in the morning. It's now early evening and still no bag.
American say they don't have it and won't give us any more info. BAs baggage people say they won't talk to us about it because we opened a case with AA. We're extremely frustrated and have no idea what to do now.
What's worse is that my wife is over 6 foot tall so can't just randomly go into a shop and grab something so she's basically stuck with what she wrote for the trip over and some spare underwear.
Any suggestions? Really angry with BA as it was their rep that told us to deal with AA and now they've left us with no support. We're only silver so no access to fancy support lines or anything.
It should come as no surprise that it wasn't. American said they couldn't do anything as the BA desk was closed at that point. They said they'd get the bag from BA and bring it to our hotel in the morning. It's now early evening and still no bag.
American say they don't have it and won't give us any more info. BAs baggage people say they won't talk to us about it because we opened a case with AA. We're extremely frustrated and have no idea what to do now.
What's worse is that my wife is over 6 foot tall so can't just randomly go into a shop and grab something so she's basically stuck with what she wrote for the trip over and some spare underwear.
Any suggestions? Really angry with BA as it was their rep that told us to deal with AA and now they've left us with no support. We're only silver so no access to fancy support lines or anything.
Apr 5, 2019, 6:50 pm
#23
Join Date: Apr 2002
Location: NYC
Posts: 9,114
I am not a 100% sure but I suspect as you have to claim and recheck your bag at JFK - BA should have filed the report and followed up. Typically the last carrier on the itinerary would take responsibility. As you state AA did file the report they should sort it with BA. In the meantime but the basic and keep invoices to file submit (likely with AA).
Apr 5, 2019, 10:44 pm
#24
Join Date: Nov 2017
Posts: 1,197
Can't really buy anything as we're struggling to find any shops for tall women here. Only option I can think of now is some sort of overnight cleaning.
Doesn't have appropriate shoes for all the walking we have planned either. It's that the sort of thing we could get away with buying?
Doesn't have appropriate shoes for all the walking we have planned either. It's that the sort of thing we could get away with buying?
Apr 5, 2019, 11:19 pm
#25
Join Date: May 2012
Location: Ipswich
Posts: 7,543
I found the US to be a good place to buy tall clothing. When I lived there some years ago, I found lots of normal shops carried long fitting sizes. Maybe check regular department stores rather than look for specialist shops?
Apr 6, 2019, 12:46 am
#26
Join Date: Feb 2013
Location: London, UK
Programs: BAEC Silver, ITA Club Executive, Hilton Gold, Marriott Gold
Posts: 3,598
Can't really buy anything as we're struggling to find any shops for tall women here. Only option I can think of now is some sort of overnight cleaning.
Doesn't have appropriate shoes for all the walking we have planned either. It's that the sort of thing we could get away with buying?
Doesn't have appropriate shoes for all the walking we have planned either. It's that the sort of thing we could get away with buying?
Do you also have travel insurance?
Apr 6, 2019, 1:23 am
#27
Join Date: Nov 2010
Posts: 5,596
1 Your bag is not lost until 21 days, just misplaced.
2 Missing baggage is by convention handled by the final airline at your destination, in this case AA. You have correctly opened a case with them.
3 Stop bugging BA, they cannot help you. It is AA who must get your bag back. That is how it works. Every call to BA is a wasted effort.
4 Buy the items you need and claim from AA. I presume your bags were tagged all the way to SFO and you just needed to re-check at JFK.
I hope this helps, this is how the system works and the airlines involved will not step outside. I hope you get your bag back soon. 90% are reconciled within 48 hours.
2 Missing baggage is by convention handled by the final airline at your destination, in this case AA. You have correctly opened a case with them.
3 Stop bugging BA, they cannot help you. It is AA who must get your bag back. That is how it works. Every call to BA is a wasted effort.
4 Buy the items you need and claim from AA. I presume your bags were tagged all the way to SFO and you just needed to re-check at JFK.
I hope this helps, this is how the system works and the airlines involved will not step outside. I hope you get your bag back soon. 90% are reconciled within 48 hours.
Apr 6, 2019, 2:06 am
#28
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,473
However perverse it seems in the circumstances, as identified it is AA’s responsibility to reunite the OP with their bag.
We are familiar with BA’s policy on re-imbursement here but as the OP will be dealing with AA we’ll move the thread there for further and better advice.
/mod
We are familiar with BA’s policy on re-imbursement here but as the OP will be dealing with AA we’ll move the thread there for further and better advice.
/mod
Apr 6, 2019, 5:27 am
#29
Join Date: May 2001
Location: exUA1K, UA MM, lifetime UA1P, AA MM, HH Diamond, Marriott Gold
Posts: 3,731
Perhaps the bag was taken by another PAX at JFK.
I had another PAX take my bag through IAD Customs and rechecked it (thankfully with my tag on it). The mistake was to be realized by her when that PAX got to her final destination and her bag never arrived with her! My bag arrived with me at my final.
I had another PAX take my bag through IAD Customs and rechecked it (thankfully with my tag on it). The mistake was to be realized by her when that PAX got to her final destination and her bag never arrived with her! My bag arrived with me at my final.
Apr 6, 2019, 7:09 am
#30
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,730
American say they don't have it and won't give us any more info. BAs baggage people say they won't talk to us about it because we opened a case with AA. We're extremely frustrated and have no idea what to do now.
What's worse is that my wife is over 6 foot tall so can't just randomly go into a shop and grab something so she's basically stuck with what she wrote for the trip over and some spare underwear.
(
What's worse is that my wife is over 6 foot tall so can't just randomly go into a shop and grab something so she's basically stuck with what she wrote for the trip over and some spare underwear.
(