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)
Dec 28, 2018, 6:49 pm
#961
FlyerTalk Evangelist
Join Date: Aug 2006
Location: SNA
Posts: 18,240
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.
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.
Dec 31, 2018, 3:51 am
#962
Join Date: May 2012
Location: Fort Lauderdale, Florida
Programs: IAMAW Local 368/HAL 2 Star Mariner
Posts: 740
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.
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.
Last edited by LPDAL; Dec 31, 2018 at 4:48 am
Dec 31, 2018, 9:05 am
#963
FlyerTalk Evangelist
Join Date: Aug 2006
Location: SNA
Posts: 18,240
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.
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.
Dec 31, 2018, 3:04 pm
#964
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,315
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.
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.
Dec 31, 2018, 6:48 pm
#965
Join Date: Aug 2013
Location: Olde Dominion
Programs: DL Silver - uh huh!
Posts: 948
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).
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).