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)
Oct 10, 2009, 10:32 am
#46
Join Date: May 2006
Programs: AA EXP
Posts: 1,137
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.
We have learned that a number of airlines have adopted policies that purport to limit reimbursement for such expenses in a variety of ways.
These policies may be contained in contracts of carriage or, more often, in informal printed advisory handouts available from ticket counters or carrier agents. For example, we are aware of one such advisory handout that denies any reimbursement “for necessities” where the baggage is “expected” to reach the passenger within 24 hours of filing a delayed baggage report and limits reimbursement to actual expenses up to a fixed maximum amount per day after the first day. Also, some carriers may be providing reimbursement to passengers for incidental expenses incurred only after the outbound leg
of a roundtrip. The Department’s baggage liability rule, 14 CFR Part 254, contains no such limitations, and it is the enforcement policy of the Office of Aviation Enforcement and Proceedings (Aviation Enforcement Office) to consider any arbitrary limits on expense reimbursement incurred in cases involving lost, damaged or delayed baggage to violate Part 254 and to
constitute an unfair and deceptive practice and unfair method of competition in violation of 49 U.S.C. § 41712. Section 254.4 states that an air carrier “shall not limit its liability for provable direct or consequential damages [emphasis added]” relating to lost, damaged or delayed baggage to less than $3,300 per passenger. To meet the requirements of Part 254 and the requirements implicit in 49 U.S.C. § 41712, carriers should remain willing to cover all reasonable, actual and verifiable expenses related to baggage loss, damage or delay up to the amount stated in Part 254. Carriers should, therefore, review their contracts of carriage and any supplemental
printed materials with respect to provisions for reimbursement of direct or incidental expenses related to baggage loss, damage or delay. These should not include terms 2 setting arbitrary limits on reimbursement, apart from those set forth in Part 254. If appropriate, carriers should promptly modify any printed documents, such as internal procedures and guidance and consumer informational materials, to conform to the Department’s rules and this guidance. After 90 days from the date of issue of this notice,
the Aviation Enforcement Office will pursue enforcement action in appropriate cases where unlawful reimbursement policies are not corrected. Questions regarding this notice may be addressed to the Office of Aviation Enforcement and Proceedings (C-70), U.S. Department of Transportation, 1200 New Jersey Ave., SE, Washington, D.C. 20590.
These policies may be contained in contracts of carriage or, more often, in informal printed advisory handouts available from ticket counters or carrier agents. For example, we are aware of one such advisory handout that denies any reimbursement “for necessities” where the baggage is “expected” to reach the passenger within 24 hours of filing a delayed baggage report and limits reimbursement to actual expenses up to a fixed maximum amount per day after the first day. Also, some carriers may be providing reimbursement to passengers for incidental expenses incurred only after the outbound leg
of a roundtrip. The Department’s baggage liability rule, 14 CFR Part 254, contains no such limitations, and it is the enforcement policy of the Office of Aviation Enforcement and Proceedings (Aviation Enforcement Office) to consider any arbitrary limits on expense reimbursement incurred in cases involving lost, damaged or delayed baggage to violate Part 254 and to
constitute an unfair and deceptive practice and unfair method of competition in violation of 49 U.S.C. § 41712. Section 254.4 states that an air carrier “shall not limit its liability for provable direct or consequential damages [emphasis added]” relating to lost, damaged or delayed baggage to less than $3,300 per passenger. To meet the requirements of Part 254 and the requirements implicit in 49 U.S.C. § 41712, carriers should remain willing to cover all reasonable, actual and verifiable expenses related to baggage loss, damage or delay up to the amount stated in Part 254. Carriers should, therefore, review their contracts of carriage and any supplemental
printed materials with respect to provisions for reimbursement of direct or incidental expenses related to baggage loss, damage or delay. These should not include terms 2 setting arbitrary limits on reimbursement, apart from those set forth in Part 254. If appropriate, carriers should promptly modify any printed documents, such as internal procedures and guidance and consumer informational materials, to conform to the Department’s rules and this guidance. After 90 days from the date of issue of this notice,
the Aviation Enforcement Office will pursue enforcement action in appropriate cases where unlawful reimbursement policies are not corrected. Questions regarding this notice may be addressed to the Office of Aviation Enforcement and Proceedings (C-70), U.S. Department of Transportation, 1200 New Jersey Ave., SE, Washington, D.C. 20590.
Jan 6, 2010, 6:55 am
#47
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
Advice needed re "lost" baggage please
Hi,
I need some help and advice please. I will keep it brief.
I am in Florida. My adult daughter flew yesterday from Florida to LA direct on a $850 single fare American Airlines. She then connected onto another airline for a flight to Sydney Australia.
Her baggage was checked in at Orlando and was due to be collected at LAX.
No sign of her luggage at LAX.
She is now enroute to Sydney totally distraught as her clothing for a long trip to Sydney and her xmas gifts have been "lost.
She has filed a lost bag report but as of now still no sign of luggage nor any idea where it is.
Noone will give me any answer as to what she needs to do next as she needs clothes and womans toiletries etc.
TO enable us to get things prepared it is my understanding that after 5 days the bag search goes to a central baggage search team and then compensation is looked into which may take 3 months.
Her ticket was a single and full fare of $850 .I have read that her fare will be refunded and her baggage compensated assuming its lost. But i cant get that confirmed.
Any advice would be greatly appreciated.
I need some help and advice please. I will keep it brief.
I am in Florida. My adult daughter flew yesterday from Florida to LA direct on a $850 single fare American Airlines. She then connected onto another airline for a flight to Sydney Australia.
Her baggage was checked in at Orlando and was due to be collected at LAX.
No sign of her luggage at LAX.
She is now enroute to Sydney totally distraught as her clothing for a long trip to Sydney and her xmas gifts have been "lost.
She has filed a lost bag report but as of now still no sign of luggage nor any idea where it is.
Noone will give me any answer as to what she needs to do next as she needs clothes and womans toiletries etc.
TO enable us to get things prepared it is my understanding that after 5 days the bag search goes to a central baggage search team and then compensation is looked into which may take 3 months.
Her ticket was a single and full fare of $850 .I have read that her fare will be refunded and her baggage compensated assuming its lost. But i cant get that confirmed.
Any advice would be greatly appreciated.
Jan 6, 2010, 7:02 am
#48
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
If I read your post correctly, she was flying from Florida to Sydney, connecting in Los Angeles, but only checked her bag to LAX? That sounds odd - if her bag was delayed, AA would have done its job by delivering it to LAX. What carrier took her to SYD? Was Florida-LAX-SYD all on one ticket?
Jan 6, 2010, 7:04 am
#49
FlyerTalk Evangelist
Join Date: Apr 2006
Location: SJC/VCE
Programs: AA PLT (2.9+ MM), HH GLD, Hyatt Diamond, SPG PLT
Posts: 10,161
Sorry to hear about your daughter's situation.
A couple of quick observations:
#1: at this point the bag is still "missing" and may well be found by the time your daughter arrives at her final destination
#2: I assume you have checked out the baggage information link on aa.com
#3: as for compensation, if the bag is deemed lost: I've never heard of getting the entire fare refunded.
A couple of quick observations:
#1: at this point the bag is still "missing" and may well be found by the time your daughter arrives at her final destination
#2: I assume you have checked out the baggage information link on aa.com
#3: as for compensation, if the bag is deemed lost: I've never heard of getting the entire fare refunded.
Jan 6, 2010, 7:16 am
#50
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
If I read your post correctly, she was flying from Florida to Sydney, connecting in Los Angeles, but only checked her bag to LAX? That sounds odd - if her bag was delayed, AA would have done its job by delivering it to LAX. What carrier took her to SYD? Was Florida-LAX-SYD all on one ticket?
Sorry i wasnt clear.
She was on 2 seperate tickets.
Orlando to LAX on American.
LAX to Sydney on Virgin Australia.
Her bags could only be checked to LAX
Her bag has not been seen since leaving Orlando.
Jan 6, 2010, 7:18 am
#51
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
Sorry to hear about your daughter's situation.
A couple of quick observations:
#1: at this point the bag is still "missing" and may well be found by the time your daughter arrives at her final destination
#2: I assume you have checked out the baggage information link on aa.com
#3: as for compensation, if the bag is deemed lost: I've never heard of getting the entire fare refunded.
A couple of quick observations:
#1: at this point the bag is still "missing" and may well be found by the time your daughter arrives at her final destination
#2: I assume you have checked out the baggage information link on aa.com
#3: as for compensation, if the bag is deemed lost: I've never heard of getting the entire fare refunded.
1. agreed and i am desperately hoping its found.
2. Yes, but showing unable to locate bag.
3. Obviously she would prefer her bag and items. But i want to be prepared to get things ready if she needs receipts etc. I have all the receipts for her xmas items .
I saw this on the net , probably rubbish.
According to paragraph 3 of section II of Title IV of FAA code, if your luggage is delayed for four days, you have the right to a full refund of the fare you paid for your flight as well as vouchers for 4 additional flights, plus full compensation for the lost luggage."
Jan 6, 2010, 7:34 am
#52
Join Date: Dec 2009
Posts: 397
I don't mean to be blunt but this is unfortunately what happens when you book two different tickets on two different airlines and have a long haul on the other end.
AA only has responsibility for carriage of your bags until they arrive in LAX due to the fact that that's where your daughter's ticket ends as far as AA is concerned.
Although the bags will no doubt turn up I'm 99% sure that it will be your responsibility to deliver to Sydney. That being said, AA may be able to put them on a Qantas flight to SYD perhaps as no doubt, AA and Qantas liase a lot due to One World etc.
My advice is: Be nice to the baggage people at LAX and they will no doubt give you their direct line number. If you rant then they will give you the automated number. Don't blame them really. I had to work it out the hard way.
Keep us posted.
AA only has responsibility for carriage of your bags until they arrive in LAX due to the fact that that's where your daughter's ticket ends as far as AA is concerned.
Although the bags will no doubt turn up I'm 99% sure that it will be your responsibility to deliver to Sydney. That being said, AA may be able to put them on a Qantas flight to SYD perhaps as no doubt, AA and Qantas liase a lot due to One World etc.
My advice is: Be nice to the baggage people at LAX and they will no doubt give you their direct line number. If you rant then they will give you the automated number. Don't blame them really. I had to work it out the hard way.
Keep us posted.
Jan 6, 2010, 7:45 am
#53
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
I don't mean to be blunt but this is unfortunately what happens when you book two different tickets on two different airlines and have a long haul on the other end.
AA only has responsibility for carriage of your bags until they arrive in LAX due to the fact that that's where your daughter's ticket ends as far as AA is concerned.
Although the bags will no doubt turn up I'm 99% sure that it will be your responsibility to deliver to Sydney. That being said, AA may be able to put them on a Qantas flight to SYD perhaps as no doubt, AA and Qantas liase a lot due to One World etc.
My advice is: Be nice to the baggage people at LAX and they will no doubt give you their direct line number. If you rant then they will give you the automated number. Don't blame them really. I had to work it out the hard way.
Keep us posted.
AA only has responsibility for carriage of your bags until they arrive in LAX due to the fact that that's where your daughter's ticket ends as far as AA is concerned.
Although the bags will no doubt turn up I'm 99% sure that it will be your responsibility to deliver to Sydney. That being said, AA may be able to put them on a Qantas flight to SYD perhaps as no doubt, AA and Qantas liase a lot due to One World etc.
My advice is: Be nice to the baggage people at LAX and they will no doubt give you their direct line number. If you rant then they will give you the automated number. Don't blame them really. I had to work it out the hard way.
Keep us posted.
It all got complicated as she was originally booked on a Delta flight (partner of Virgin) on Sunday but that was delayed and so she couldnt make her connection in LAX> Had to buy a new ticket as Delta were full and Virign couldnt get her on the flight until tues eve.
I am happy for the bag to be returned to me here as my son is heading for OZ next week and can take it.
Jan 6, 2010, 8:00 am
#54
FlyerTalk Evangelist
Join Date: Apr 2006
Location: SJC/VCE
Programs: AA PLT (2.9+ MM), HH GLD, Hyatt Diamond, SPG PLT
Posts: 10,161
I saw this on the net , probably rubbish.
According to paragraph 3 of section II of Title IV of FAA code, if your luggage is delayed for four days, you have the right to a full refund of the fare you paid for your flight as well as vouchers for 4 additional flights, plus full compensation for the lost luggage."
According to paragraph 3 of section II of Title IV of FAA code, if your luggage is delayed for four days, you have the right to a full refund of the fare you paid for your flight as well as vouchers for 4 additional flights, plus full compensation for the lost luggage."
Jan 6, 2010, 8:00 am
#55
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
Jan 6, 2010, 8:02 am
#56
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
BAG FOUND
apparently its in Dallas and will be sent back to Tampa today for me to collect from airport. I assume i just meet the flight that its due to be on.
Many thanks for your advice which is really appreciated.
I will let you all know once i have it in my hands.
apparently its in Dallas and will be sent back to Tampa today for me to collect from airport. I assume i just meet the flight that its due to be on.
Many thanks for your advice which is really appreciated.
I will let you all know once i have it in my hands.
Jan 6, 2010, 8:05 am
#57
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
Good news. All's well that ends well.
Jan 6, 2010, 8:09 am
#58
Join Date: Aug 2009
Programs: UA, HH & Marriott
Posts: 357
Did they provide a reason why it was delayed so much and WHY it's in DFW of all places? Is that where all unclaimed baggage go for AA? Does AA compensate well for IRROPS like UA does? I mean there's a whole thread dedicated to compensations received from UA but I haven't seen one for AA.
Jan 6, 2010, 8:15 am
#59
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
Did they provide a reason why it was delayed so much and WHY it's in DFW of all places? Is that where all unclaimed baggage go for AA? Does AA compensate well for IRROPS like UA does? I mean there's a whole thread dedicated to compensations received from UA but I haven't seen one for AA.
I am not totally confident that i will actually get the bag tonight but i will go to Tampa and wait for it when plane arrives.
Jan 6, 2010, 8:17 am
#60
FlyerTalk Evangelist
Join Date: Apr 2006
Location: SJC/VCE
Programs: AA PLT (2.9+ MM), HH GLD, Hyatt Diamond, SPG PLT
Posts: 10,161
Did they provide a reason why it was delayed so much and WHY it's in DFW of all places? Is that where all unclaimed baggage go for AA? Does AA compensate well for IRROPS like UA does? I mean there's a whole thread dedicated to compensations received from UA but I haven't seen one for AA.
To the OP: glad it all worked out!