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)
Sep 27, 2012, 8:54 pm
#346
Join Date: Oct 2006
Location: AUS, LAX
Programs: AA EXP - 2.2 MM, Admirals Club, Hilton Diamond, Marriott Titanium, Avis Presidents, National Exec
Posts: 1,581
After 30 mintues of hold music which I was abruptly put on, I recalled EXP desk and they confirmed AA67 landed today on time, so I'm confused why aa.com doesn't show that and furthermore why my bags didn't make that flight.
When I landed in the US, there was already a bag message that my bags were in BCN yesterday and they'd make it on today's flights, now aa.com/bagstatus says they'll go out on tomorrow's flights.
???
When I landed in the US, there was already a bag message that my bags were in BCN yesterday and they'd make it on today's flights, now aa.com/bagstatus says they'll go out on tomorrow's flights.
???
Sep 27, 2012, 9:25 pm
#347
Join Date: Oct 2006
Location: AUS, LAX
Programs: AA EXP - 2.2 MM, Admirals Club, Hilton Diamond, Marriott Titanium, Avis Presidents, National Exec
Posts: 1,581
Further update, I just had the most challenging discussion with a baggage supervisor. At first she was rude, but then she got nicer after I told her to switch shoes.
Anyways, my bag didn't make it despite being at the airport 23 hours. She had no explanation, but said maybe it was a weight/load issue. More excuses ensued to which I complained about never getting a call. My bag was due to arrive at my house at 10pm, I was supposed to receive a call at 830pm, to which I didn't, hence why I called.
She apologized. Since I'm flying out somewhere else tomorrow morning, I changed the info to my wife. She ended up giving me an AA Voucher flight credit. It was unexpected, but surely helped, and helps ease the hassle factor for sure. It is for a considerable amount, but for their privacy I won't say how much. It did surprise me as I was basically ending the call and thanking her for her help. I apologized about being confrontational at the beginning and that I know she was suffering from lack of info. She did say she understood and she'd feel the same way if her bags got delayed without any reasoning or contact. So I think based on my apology she offered a warranted voucher. So it does prove that being nice goes a long way in customer service. I manage our 60 person call center for my organization, so I know how that goes. Just food for thought if you get caught in a similar situation.
Anyways, they basically have a very ineffective baggage tracking system. She said it could miss the next flight due to weight issues/etc. If it's missing after 5 days, even thought they have the bag in their possession, they will move towards compensating for the lost materials. Not sure how that works as there is $800 worth of luggage, and probably $3,000+ worth of contents. We'll see....
Anyways, my bag didn't make it despite being at the airport 23 hours. She had no explanation, but said maybe it was a weight/load issue. More excuses ensued to which I complained about never getting a call. My bag was due to arrive at my house at 10pm, I was supposed to receive a call at 830pm, to which I didn't, hence why I called.
She apologized. Since I'm flying out somewhere else tomorrow morning, I changed the info to my wife. She ended up giving me an AA Voucher flight credit. It was unexpected, but surely helped, and helps ease the hassle factor for sure. It is for a considerable amount, but for their privacy I won't say how much. It did surprise me as I was basically ending the call and thanking her for her help. I apologized about being confrontational at the beginning and that I know she was suffering from lack of info. She did say she understood and she'd feel the same way if her bags got delayed without any reasoning or contact. So I think based on my apology she offered a warranted voucher. So it does prove that being nice goes a long way in customer service. I manage our 60 person call center for my organization, so I know how that goes. Just food for thought if you get caught in a similar situation.
Anyways, they basically have a very ineffective baggage tracking system. She said it could miss the next flight due to weight issues/etc. If it's missing after 5 days, even thought they have the bag in their possession, they will move towards compensating for the lost materials. Not sure how that works as there is $800 worth of luggage, and probably $3,000+ worth of contents. We'll see....
Sep 27, 2012, 11:00 pm
#348
Senior Moderator and Moderator: American AAdvantage & TravelBuzz
Join Date: Nov 2007
Location: BOS
Programs: AA EXP, Marriott Titanium
Posts: 10,419
As the original "missing flight" has been located and seems to be a glitch in the AA systems, we'll shift the balance of the thread to the baggage compensation thread for further discussion. Thanks!
/Moderator
Sep 28, 2012, 8:58 am
#349
Join Date: Oct 2006
Location: AUS, LAX
Programs: AA EXP - 2.2 MM, Admirals Club, Hilton Diamond, Marriott Titanium, Avis Presidents, National Exec
Posts: 1,581
The lack of information and the rigmarole you're being put through certain seems unacceptable, though glad that you were able to find a supervisor who was able to provide some compensation for all the delays and hassles. Hope the situation resolves soon for you... <crossing my fingers for you>
As the original "missing flight" has been located and seems to be a glitch in the AA systems, we'll shift the balance of the thread to the baggage compensation thread for further discussion. Thanks! /Moderator
As the original "missing flight" has been located and seems to be a glitch in the AA systems, we'll shift the balance of the thread to the baggage compensation thread for further discussion. Thanks!
/ModeratorThanks
Nov 9, 2012, 9:36 pm
#350
Join Date: Apr 2012
Location: NYC, LAX, HKG
Posts: 286
American Airlines Delayed Baggage Compensation
I flew with family from LAX-JFK in first class on AA, but ended up having all our checked baggage delayed for 5 days. The flight was on 08/29/2012, I filed a lost baggage report on that day, and I filed a request for compensation on 09/09/2012. After sending all of my clothing receipts (around $200) to AA via overnight mail, I received a letter by mail on 11/09/2012 saying that I hadn't sent any receipts.
I wonder how much compensation AA should provide. The full details are below, if important. Thank you very much in advance for your advice.
__________________________________________________ ___________
Possibly Important Details:
My family's bags missed our connecting flight at DFW, which was understandable because we had to rush to the gate of our connecting flight on “final call.” But when we filed a claim, the counter agent could not tell us where the bags were – I had to call baggage service to find out; they were still untouched at DFW. The next day (8/30), I called baggage service and was told that I would receive a call after the bags were sent out for delivery.
Around noon, I received a call saying that the bags would be delivered to our hotel in NJ by 6PM. But they were not delivered, so I called baggage service and was told to wait until midnight. Again, no delivery – I called at midnight and told baggage support that I would leave NJ for MD by tour bus at 6AM the next morning, so she called the delivery company and said that the bags would be delivered by then.
But again (8/31), they were not delivered – the driver called me when he arrived at the hotel late, but had to return them to LGA. I called baggage service and told the agent that we would be at MD that night and would leave again in the early morning. The agent said to call back after the bags had returned to LGA. That afternoon, the next agent I called said that the bags were still with the driver, and that AA flights to Dulles were from JFK, not LGA. So this time, I talked to the driver directly about our situation, and the bags arrived JFK at around 5PM - supposedly to be boarded on a 9PM flight to Dulles.
After the bags had arrived at JFK, I called again, but several agents could not reach JFK because JFK did not pick up the phone. Eventually, one agent reached JFK after trying many different telephone numbers, but found that the bags had manual tags. All she could do was leave a request for the bags to be boarded, but she had no information about them. So, I was told to call back after the 9PM flight had landed to see whether the bags were on the plane. I called back – the bags were still at JFK. I hoped to have the bags sent to Buffalo by the next evening, but was told that JFK’s timeliness was unpredictable, so I gave JFK two days to send the bags to Toronto on time (by 9/2). Finally, delivery was successful.
Good I gave JFK more time, but we had no baggage for 5 days of our 7 days tour – over 120 hours. Thus, we were forced to buy new clothing after reusing old clothes from 8/29 for the first two days. We spent around $300 on the extra clothing, not accounting for shopping transportation. Adding to inconvenience were the frequent calls – not frequent updates from AA.
I wonder how much compensation AA should provide. The full details are below, if important. Thank you very much in advance for your advice.
__________________________________________________ ___________
Possibly Important Details:
My family's bags missed our connecting flight at DFW, which was understandable because we had to rush to the gate of our connecting flight on “final call.” But when we filed a claim, the counter agent could not tell us where the bags were – I had to call baggage service to find out; they were still untouched at DFW. The next day (8/30), I called baggage service and was told that I would receive a call after the bags were sent out for delivery.
Around noon, I received a call saying that the bags would be delivered to our hotel in NJ by 6PM. But they were not delivered, so I called baggage service and was told to wait until midnight. Again, no delivery – I called at midnight and told baggage support that I would leave NJ for MD by tour bus at 6AM the next morning, so she called the delivery company and said that the bags would be delivered by then.
But again (8/31), they were not delivered – the driver called me when he arrived at the hotel late, but had to return them to LGA. I called baggage service and told the agent that we would be at MD that night and would leave again in the early morning. The agent said to call back after the bags had returned to LGA. That afternoon, the next agent I called said that the bags were still with the driver, and that AA flights to Dulles were from JFK, not LGA. So this time, I talked to the driver directly about our situation, and the bags arrived JFK at around 5PM - supposedly to be boarded on a 9PM flight to Dulles.
After the bags had arrived at JFK, I called again, but several agents could not reach JFK because JFK did not pick up the phone. Eventually, one agent reached JFK after trying many different telephone numbers, but found that the bags had manual tags. All she could do was leave a request for the bags to be boarded, but she had no information about them. So, I was told to call back after the 9PM flight had landed to see whether the bags were on the plane. I called back – the bags were still at JFK. I hoped to have the bags sent to Buffalo by the next evening, but was told that JFK’s timeliness was unpredictable, so I gave JFK two days to send the bags to Toronto on time (by 9/2). Finally, delivery was successful.
Good I gave JFK more time, but we had no baggage for 5 days of our 7 days tour – over 120 hours. Thus, we were forced to buy new clothing after reusing old clothes from 8/29 for the first two days. We spent around $300 on the extra clothing, not accounting for shopping transportation. Adding to inconvenience were the frequent calls – not frequent updates from AA.
Dec 30, 2012, 1:51 pm
#351
Join Date: Apr 2010
Posts: 45
Lost Baggage on AA
My family flew on AA award from CUN via MIA to BOS. We had the bags re-checked in MIA, but one of the bags has gone missing, and it has been missing for 4 days now.
We did have the basic AA/Allianz insurance that was offered during the purchase process. The tickets were purchased with AA Citi card. We also have home insurance.
In which order do you recommend filing the claims? Is AA Citi card insurance any good?
Any advice is welcomed.
We did have the basic AA/Allianz insurance that was offered during the purchase process. The tickets were purchased with AA Citi card. We also have home insurance.
In which order do you recommend filing the claims? Is AA Citi card insurance any good?
Any advice is welcomed.
Dec 30, 2012, 2:14 pm
#352
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,601
Wirelessly posted (BlackBerry: BlackBerry8530/5.0.0.1030 Profile/MIDP-2.1 Configuration/CLDC-1.1 VendorID/417)
Have you already filed a lost-bag claim yet directly with AA? Is the value of the bag and contents greater than the airline's liability? If not, you should not have to file an insurance claim with anyone.
According to the benefits pamphlet (dated January, 2011) that accompanied my Citi/AA Visa card, the card's lost luggage coverage is secondary to the airline's liability, and you must file a claim with the airline before you can recover anything from the credit card's insurance.
Have you already filed a lost-bag claim yet directly with AA? Is the value of the bag and contents greater than the airline's liability? If not, you should not have to file an insurance claim with anyone.
According to the benefits pamphlet (dated January, 2011) that accompanied my Citi/AA Visa card, the card's lost luggage coverage is secondary to the airline's liability, and you must file a claim with the airline before you can recover anything from the credit card's insurance.
Dec 30, 2012, 3:29 pm
#353
Join Date: May 2000
Location: Houston, TX, USA
Programs: UA 1K, AA Lifetime Platinum, DL Platinum, Honors Diamond, Bonvoy Titanium, Hertz Platinum
Posts: 7,970
I would say the proper order would be:
1. File lost baggage claim with AA and recover standard lost baggage coverage.
2. If that doesn't cover entire loss, then file claim with extra AA/Allianz insurance purchased for trip.
3. If the above two don't cover entire loss, then file claim with Citi/AA Visa card.
4. If the above three don't cover entire loss, then file claim with homeowner's policy.
I suspect that in most cases, #1 is going to cover your entire insurable loss. Coverages 1-3 may only pay the depreciated value and not replacement cost for items. Your homeowner's policy might pay for replacement cost, but will have a deductible and many people would say that smallish claims against homeowners policies are not wise.
1. File lost baggage claim with AA and recover standard lost baggage coverage.
2. If that doesn't cover entire loss, then file claim with extra AA/Allianz insurance purchased for trip.
3. If the above two don't cover entire loss, then file claim with Citi/AA Visa card.
4. If the above three don't cover entire loss, then file claim with homeowner's policy.
I suspect that in most cases, #1 is going to cover your entire insurable loss. Coverages 1-3 may only pay the depreciated value and not replacement cost for items. Your homeowner's policy might pay for replacement cost, but will have a deductible and many people would say that smallish claims against homeowners policies are not wise.
Dec 30, 2012, 3:44 pm
#354
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Are there any losses which the carrier won't cover and which are properly covered? Unless that's the case, why start down the insurance path?
Last edited by Often1; Dec 30, 2012 at 5:13 pm
Dec 30, 2012, 5:14 pm
#355
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,601
Wirelessly posted (BlackBerry: BlackBerry8530/5.0.0.1030 Profile/MIDP-2.1 Configuration/CLDC-1.1 VendorID/417)
There may be dollar limits to the carrier's liability that the other coverages would supplement.
Originally Posted by Often1
Are there any losses which the carrier won't cover and which are properly covered? Unless that's the case, why start down the insurance path?
Dec 31, 2012, 9:52 am
#356
Join Date: Apr 2010
Posts: 45
OP here. Will that be treated as a domestic or international (e.g. Montreal convention ) claim by the AA? There was like $3k worth of stuff in that bag. All the Mrs' clothes.
Dec 31, 2012, 10:05 am
#357
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,601
Wirelessly posted (BlackBerry: BlackBerry8530/5.0.0.1030 Profile/MIDP-2.1 Configuration/CLDC-1.1 VendorID/417)
Don't know, but it shouldn't matter. The credit card's supplemental insurance covers up to $3,000.
Originally Posted by chernomorez
OP here. Will that be treated as a domestic or international (e.g. Montreal convention ) claim by the AA? There was like $3k worth of stuff in that bag. All the Mrs' clothes.
Dec 31, 2012, 11:38 am
#358
Join Date: Sep 2006
Location: All over
Programs: AA-LTP, HH-DIA, Marriott-LT+AMB, Hyatt-Globalist, Hertz-PC, UA-GS
Posts: 6,828
Dont expect a speedy resolution from AA. My bags gone missing since Sept 9th. Not one phone call, emails every once in a while. No compensation.
Dec 31, 2012, 11:57 am
#359
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
What is it that AA won't cover which he needs to fall back on insurance to recover? It's the first question any carrier will pose given that they will uniformly be secondary to AA.
Dec 31, 2012, 12:06 pm
#360
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
What have you done so far? Did you file a claim with AA at the airport? If so, you should have a discrete file locator number.
Four days is insufficient anyway - it requires a minimum of five days and you can not file the required questionnaire until day six. Please read the "Delayed Baggage" information here.
File with AA first, Allianz second. Also see if your homeowner or renter insurance will cover you in this instance.
This will soon be merged into the lost baggage thread.
Four days is insufficient anyway - it requires a minimum of five days and you can not file the required questionnaire until day six. Please read the "Delayed Baggage" information here.
File with AA first, Allianz second. Also see if your homeowner or renter insurance will cover you in this instance.
This will soon be merged into the lost baggage thread.