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 10, 2009, 6:56 pm
#31
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,220
I've already said I always fly in the day before a cruise. What I was saying was that while many people were beating him up about NOT doing that, I was just pointing out that his bags were lost for 4 days - if he had flown out a day earlier, they would have been lost for 3 (or maybe not, to be sure, but who of us has a crystal ball to say they would NOT have been lost the day before, but WERE lost the day of his cruise?).
Aug 10, 2009, 7:04 pm
#32
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
I've already said I always fly in the day before a cruise. What I was saying was that while many people were beating him up about NOT doing that, I was just pointing out that his bags were lost for 4 days - if he had flown out a day earlier, they would have been lost for 3 (or maybe not, to be sure, but who of us has a crystal ball to say they would NOT have been lost the day before, but WERE lost the day of his cruise?).
NO. What people are saying is, if you fly in a day earlier, then you have give yourself enough time to handle CONTINGENCIES, including the unlucky event of missing luggages. He could have enough time to get some necessary clothings, his wife could get cosmetics etc etc, before they board the ship, and then could still enjoy their vacation - certainly would be less stressful than they had experienced.
Aug 10, 2009, 8:31 pm
#33
Join Date: Jun 2008
Location: Texas
Programs: American Airlines British Airways
Posts: 1,752
I'm sorry, but most people are not going to do that. One would expect your bags to show up on time or at the worst the next day. Telling him he should have sent them directly to the ship is not helpful. What I find disturbing is that every time he asked the story was either they were on their way or had not been found at all.
Aug 10, 2009, 8:54 pm
#34
Suspended
Join Date: Dec 2005
Posts: 9,916
I dont think people who point out he should fly in a day earlier for the cruise, mean that if he flied in a day earlier, his bags would arrive on time.
NO. What people are saying is, if you fly in a day earlier, then you have give yourself enough time to handle CONTINGENCIES, including the unlucky event of missing luggages. He could have enough time to get some necessary clothings, his wife could get cosmetics etc etc, before they board the ship, and then could still enjoy their vacation - certainly would be less stressful than they had experienced.
NO. What people are saying is, if you fly in a day earlier, then you have give yourself enough time to handle CONTINGENCIES, including the unlucky event of missing luggages. He could have enough time to get some necessary clothings, his wife could get cosmetics etc etc, before they board the ship, and then could still enjoy their vacation - certainly would be less stressful than they had experienced.
Lost Bag for my GF = cruise is ruined, especially if it is her shoes, hair products and make-up
Aug 10, 2009, 9:00 pm
#35
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,220
Flying in a day early definitely gives you time to deal with the "what ifs", no one is questioning that.
Aug 11, 2009, 9:20 am
#36
A FlyerTalk Posting Legend
Join Date: Feb 2000
Location: Cambridge
Posts: 63,618
Losing bags is no fun and I don't see a lot of people taking advantage of it to go on a shopping spree. Yup, the OP should have come in a day ahead of time, but the bottom line is that AA lost the bags. I think the OP spent a lot less than he reasonably could have. You'll note that I didn't say that AA should reimburse all purchases every time (although such a policy would virtually guarantee improvement in baggage delivery). I think the OP's expenditures were very reasonable.
Mike
Mike
The policy means that the passenger could be heading to a cruise, to a convention hotel, or to his parent's house where he has a full closet of old clothes. When AA loses baggage, they have a specific response on finding it, prepaying for replacement, etc...
Whether the passenger is at a location where clothes and toiletries are cheap or expensive doesn't change that reponse/obligation, any more than the average cost of hotels matter when it comes to giving hotel vouchers for overnight delays which are AA's fault.
There's a lot of good advice on how to minimize risks in the future, but I don't think it's reasonable to claim greater compensation is due because the potential/actual expenses were higher since the passenger had a whole family's worth of clothes packed into 2 bags while embarking on a cruise ship.
If the baggage had been evenly divided into 6 different bags which got checked, the passenger would likely have received more compensation. But since it's 2 bags checked in by 1 passenger, the compensation will be limited.
Aug 11, 2009, 10:12 am
#37
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,574
Forget about luggage: if I ever take a cruise, I'm flying in the day before simply because of normal flight operations. A simple thunderstorm moving through DFW could have caused you to completely miss the cruise. Anyway, dead horse...I know...
That said, I think a $500 reimbursement for 6 people on a cruise when the bags were lost for 4 days is very reasonable. I don't think the OP abused the notion that he'd get reimbursed to spend excessively. If AA was professional, efficient, and accurate in their phone conservations with me, I'd probably settle for that an walk away. If they weren't, I gotta admit: I'd be a little testier. I don't begrudge the airline for losing the bag, but how quick, proactive, and solutions-oriented the client service is after the bags are lost is entirely within their control.
In my experience, AA has been fair when they've lost my bags. It's happened three times over the years, and I've always done my necessary shopping at midscale type places. They've paid the receipts without question, but I don't recall breaking the $250 mark if that's some sort of magic number over which it becomes a "case". My situations were simpler: no cruise, got the bag the next day...
That said, I think a $500 reimbursement for 6 people on a cruise when the bags were lost for 4 days is very reasonable. I don't think the OP abused the notion that he'd get reimbursed to spend excessively. If AA was professional, efficient, and accurate in their phone conservations with me, I'd probably settle for that an walk away. If they weren't, I gotta admit: I'd be a little testier. I don't begrudge the airline for losing the bag, but how quick, proactive, and solutions-oriented the client service is after the bags are lost is entirely within their control.
In my experience, AA has been fair when they've lost my bags. It's happened three times over the years, and I've always done my necessary shopping at midscale type places. They've paid the receipts without question, but I don't recall breaking the $250 mark if that's some sort of magic number over which it becomes a "case". My situations were simpler: no cruise, got the bag the next day...
Aug 11, 2009, 10:33 am
#38
Join Date: Aug 2005
Posts: 526
Has anyone on this forum not had bags delayed or lost by the airline?
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
Aug 11, 2009, 11:04 am
#39
FlyerTalk Evangelist
Join Date: Mar 2004
Location: SJC
Programs: AA EXP, BA Silver, Hyatt Globalist, Hilton diamond, Marriott Platinum
Posts: 33,533
Has anyone on this forum not had bags delayed or lost by the airline?
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
In our case, we've had problems with BA, but never with AA (although we don't check much). For getting into Europe on OW, we don't have a whole lot of choice, though.
I don't have statistics on hand to know if AA or BA are any better or worse than anyone else, so I can't comment on that part. Maybe someone with real data will chime in.
Cheers.
Aug 11, 2009, 11:20 am
#40
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Has anyone on this forum not had bags delayed or lost by the airline?
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
Do you realize FedEx ships all packages to its Hub in Memphis first regardless where it originated and where it is supposedly to go? Then it sorts the packages at the Hub, and re-distribute them to regional depots. There are 8000 employees working at the Memphis super hub during the day and 4000 during the night.
Would you think a passenger airliner can do that?
Knock on wood for us, we have not had any loss luggage experiences despite we have checked our rollaboards 100% of time in past 24 months on 6 domestic trips, 2 European trips, 2 Australia/New Zealand trips and 2 Asia trips. Airlines involved: AA BA QF CX JL CO & UA. They all arrived with the same flight. The only difference we noticed, was at some airports the Priority tags were observed regardless the check-in time, at some airports the Priority tags mean nothing. Now I mention our luck, I may have just jinxed it!
We could have carry them on the flights but we were lazy and preferred to just take the personal items with us.
The one single time we had our luggage arrived late was on a Hawaii trip - UA failed to unload the bag to transfer to an Aloha flight - none was transferred to Aloha according to the guy at Aloha's desk at Maui. The UA desk said the bag was definitely on the UA flight ORD-HNL but since Aloha was our last carrier - it became Aloha's responsibility to check it down. The bag arrived in a later flight.
Last edited by Happy; Aug 11, 2009 at 11:32 am
Aug 12, 2009, 3:13 am
#41
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
Has anyone on this forum not had bags delayed or lost by the airline?
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
I have had actually only had one problem with baggage and the bag arrived before I did. I flew SVO-LHR on BA, then LHR-JFK-SFO on AA. My bag was not at JFK when I cleared Immigration. AA claimed the baggage numbered match someone's else bag bound for another location. I got to SFO and went to the AA baggage person there. I even asked if BA might have sent it directly to SFO. He said no. Well, one call to BA quickly found the bag. The bag went directly from LHR-SFO, and was there before I was.
The only other problem in my immediate family was on a family trip to GCM last year. My wife's bag missed the connection, and was delivered to our condo after arriving on a later flight.
So, long story short, even package services have delays. Luggage delays are usually more quickly resolved than the OP's issue, often on the next plane, if it didn't arrive earlier.
Aug 12, 2009, 7:42 am
#42
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
But it's also true that AA should not be held responsible for the specific situation when they have a general policy for lost bags.
The policy means that the passenger could be heading to a cruise, to a convention hotel, or to his parent's house where he has a full closet of old clothes. When AA loses baggage, they have a specific response on finding it, prepaying for replacement, etc...
Whether the passenger is at a location where clothes and toiletries are cheap or expensive doesn't change that reponse/obligation, any more than the average cost of hotels matter when it comes to giving hotel vouchers for overnight delays which are AA's fault.
There's a lot of good advice on how to minimize risks in the future, but I don't think it's reasonable to claim greater compensation is due because the potential/actual expenses were higher since the passenger had a whole family's worth of clothes packed into 2 bags while embarking on a cruise ship.
If the baggage had been evenly divided into 6 different bags which got checked, the passenger would likely have received more compensation. But since it's 2 bags checked in by 1 passenger, the compensation will be limited.
The policy means that the passenger could be heading to a cruise, to a convention hotel, or to his parent's house where he has a full closet of old clothes. When AA loses baggage, they have a specific response on finding it, prepaying for replacement, etc...
Whether the passenger is at a location where clothes and toiletries are cheap or expensive doesn't change that reponse/obligation, any more than the average cost of hotels matter when it comes to giving hotel vouchers for overnight delays which are AA's fault.
There's a lot of good advice on how to minimize risks in the future, but I don't think it's reasonable to claim greater compensation is due because the potential/actual expenses were higher since the passenger had a whole family's worth of clothes packed into 2 bags while embarking on a cruise ship.
If the baggage had been evenly divided into 6 different bags which got checked, the passenger would likely have received more compensation. But since it's 2 bags checked in by 1 passenger, the compensation will be limited.
Meanwhile, I'd be interested if the OP posts the eventual outcome.
Mike
Aug 12, 2009, 10:48 am
#43
Join Date: Jun 2001
Location: San Diego (SAN)
Programs: IHG Platinum
Posts: 940
Has anyone on this forum not had bags delayed or lost by the airline?
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
More likely delayed for a few days?
Yet how many of you have had packages lost by fedex?
Clearly AA could improve the service--they lose and delay an inordinate amount?
If fedex ran their business like AA no one would use them.
But with airlines there is no reasonable alternative.
Aug 12, 2009, 11:32 am
#44
A FlyerTalk Posting Legend
Join Date: Feb 2000
Location: Cambridge
Posts: 63,618
And if AA priced checked baggage fees like FedEx prices shipping, there would be an uproar! People complain enough about paying the current rates... if AA spent the money to run their operation like FedEx, we'd never hear the end of it. For reference, overnight cross-country shipping of a 40 pound carry-on sized roll-aboard runs about $200, and that's not even same day, which airline baggage service (generally!) is.
Or else FedEx would do a roaring business doing airport shipping.....
Oct 9, 2009, 11:34 pm
#45
Original Poster
Join Date: Jul 2007
Posts: 477
Wanted to give everybody an update on my situation as a future reference point.
I wrote 2 letters, first one to Central Baggage Service and included all the receipts from the actual expenses I incurred during cruise. The receipts added up to approx. $500 for which I received a full reimbursement.
I wrote a second letter to Customer Relations about the harship we all experienced and within days they wrote back that they will credit 7500 miles to each family member for a total of 45000 miles.
Good ending and I am satisfied with the outcome. The only thing I would have wanted different is if they credited all 45K in 1 AAdvantage account. 7500 miles spread across various accounts makes it harder to use them effectively.
I wrote 2 letters, first one to Central Baggage Service and included all the receipts from the actual expenses I incurred during cruise. The receipts added up to approx. $500 for which I received a full reimbursement.
I wrote a second letter to Customer Relations about the harship we all experienced and within days they wrote back that they will credit 7500 miles to each family member for a total of 45000 miles.
Good ending and I am satisfied with the outcome. The only thing I would have wanted different is if they credited all 45K in 1 AAdvantage account. 7500 miles spread across various accounts makes it harder to use them effectively.