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)
Apr 19, 2016, 9:42 pm
#751
Join Date: Apr 2016
Posts: 25
This is the response I got today.
So now I need to call and ask which family member has filed a claim. Could be my son or could be my wife but wasn't me.
Thanks for your patience during my review of your claim.
I must decline your claim as I've received proof you, or someone in your household, filed another baggage claim with an airline in the past three years. Your Passenger Property Questionnaire contradicts this given you marked 'no' to the question asked.
Mr. Xxxxx, I realize this isn't the outcome you'd hoped for. If you can think of any other details that may help with a resolution, please submit them to me in writing. I hope you'll give American Airlines another chance to earn your business in the future.
I must decline your claim as I've received proof you, or someone in your household, filed another baggage claim with an airline in the past three years. Your Passenger Property Questionnaire contradicts this given you marked 'no' to the question asked.
Mr. Xxxxx, I realize this isn't the outcome you'd hoped for. If you can think of any other details that may help with a resolution, please submit them to me in writing. I hope you'll give American Airlines another chance to earn your business in the future.
Apr 19, 2016, 10:42 pm
#752
Join Date: Apr 2016
Posts: 25
This whole situation so just awful. First they say I didn't give in time. Then they say a family member filed a claim.
What a joke. They acknowledge they lost my bags..fix the issue. If you do the math, the total compensation is only 30 percent of the ticket Cost.jeez.
What a joke. They acknowledge they lost my bags..fix the issue. If you do the math, the total compensation is only 30 percent of the ticket Cost.jeez.
Apr 20, 2016, 1:01 am
#753
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,602
Regardless of whether another family member has or has not filed a claim, it is liable
Apr 20, 2016, 12:49 pm
#755
Join Date: Apr 2016
Posts: 25
Should I send another email at this point or just go the small claims route?
Apr 20, 2016, 1:38 pm
#756
Join Date: Feb 2003
Location: NCL
Programs: UA 1MM/*G. DL Gold for one more year.
Posts: 5,305
I urge you to read my post #32 above. Writing them a snail mail letter threatening legal action is a lot less trouble than actually taking that action (even through Small Claims Court), and it quite likely to result in the same outcome.
Apr 20, 2016, 1:59 pm
#757
Join Date: Apr 2016
Posts: 25
Where would I mail this letter?
I think the more effective route is to file a small claim action and at the same time send them the letter. Then, if its resolved, I can just drop the small claim action. I live in san Diego and the courts are BACCKED up, so 30days may mean a lot in the end.
Ill post the letter here tonight after I take a nap (just flew awful ATA 757 OGG to PHX).
I think the more effective route is to file a small claim action and at the same time send them the letter. Then, if its resolved, I can just drop the small claim action. I live in san Diego and the courts are BACCKED up, so 30days may mean a lot in the end.
Ill post the letter here tonight after I take a nap (just flew awful ATA 757 OGG to PHX).
Apr 21, 2016, 3:12 am
#758
Join Date: Feb 2003
Location: NCL
Programs: UA 1MM/*G. DL Gold for one more year.
Posts: 5,305
Where would I mail this letter?
I think the more effective route is to file a small claim action and at the same time send them the letter. Then, if its resolved, I can just drop the small claim action. I live in san Diego and the courts are BACCKED up, so 30days may mean a lot in the end.
Ill post the letter here tonight after I take a nap (just flew awful ATA 757 OGG to PHX).
I think the more effective route is to file a small claim action and at the same time send them the letter. Then, if its resolved, I can just drop the small claim action. I live in san Diego and the courts are BACCKED up, so 30days may mean a lot in the end.
Ill post the letter here tonight after I take a nap (just flew awful ATA 757 OGG to PHX).
Apr 23, 2016, 8:34 pm
#759
Join Date: Apr 2001
Location: Sydney,NSW,Australia
Programs: QF LT Gold, AA LT Plat and SQ bottom feeder..
Posts: 635
Finally located my bag- 5 days later . No thanks to AA.
I thought I would post this in case it helps others. This looong thread was helpful and provided hope that my bags would turn up.
Background. 4 bags . On AA flights Den/ Lax/ Syd. Delay with AA saw us put on a United flight to LAX, then ticketed on QF via Brisbane to Sydney. We knew then that we would be lucky to see the bags at the other end. United into LAX was late , but as we raced for our QF connection saw tht the ORIGINAL AA 73 flight was about to leave. They were happy to seat us so off we went, now knowing that the bags wouldn't be with us.
Landed in Sydney, immediatel filled out a missing baggage claim as per the AA LAX staff's suggestion. Went home and waited for 12 hrs before calling AA .
Using their bag tracker site was hopeless. 3 of the 4 bags hadn't been scanned ( according to the site) . 3 days later the situation was the same. One bag had been delivered , still 3 missing. AA staff in Nevada were very sympatethetic , empathetic , but ultimately HOPELESS. Eventually go the 'World Tracer ' number from them and called United bag tracking.
A very helpful gent in new Delhi was able to tell me that the bags were en route to Sydney via Brisbane and gave me the flight number . !!
Much relief and called AA back. They had NO idea of where the bags were , no correlation between the World Tracer number and the AA bag tracker site.
Gave up and called QF baggage services in SYdney. They EVENTUALLY found the bag , NOT by the AA provide file number or the PNR but by the World Tracer number.
Sooo. If you got to the end of this litany of late night and calls to 20 agents across 3 continents here is my recommendation .
1. Don't panic . As one of the original posters said , the chances of losing baggage permanently is pretty damned small .
2. Be polite . People DO want to help , but quite often responses aren't filed or entered. EVERY ONE of AA's bag claim people were suppsedly contacting United in Denver to see if they had our bags. As of yesterday (3 days later) there hadn't been a reply from either AA Denver or United to the AA Bag Lost personnel.
3. Grab the world tracer number and start calling .... Don't wait for help . Being a nuisance eventually got me somone who dug a little deeper. Vishel in United Baggage Services NEw Delhi , thank you .
4. Don't tell your spouse not to waster his/ her time filling out the paper tags at the airline desk to attach to your baggae (next to the EXP luggage tags) . The paper tags were the way we eventually were traced from Brisbane domestic ( who had no access to AA system )
5. I am going to buy a set of Magellan Retriever tags .
Background. 4 bags . On AA flights Den/ Lax/ Syd. Delay with AA saw us put on a United flight to LAX, then ticketed on QF via Brisbane to Sydney. We knew then that we would be lucky to see the bags at the other end. United into LAX was late , but as we raced for our QF connection saw tht the ORIGINAL AA 73 flight was about to leave. They were happy to seat us so off we went, now knowing that the bags wouldn't be with us.
Landed in Sydney, immediatel filled out a missing baggage claim as per the AA LAX staff's suggestion. Went home and waited for 12 hrs before calling AA .
Using their bag tracker site was hopeless. 3 of the 4 bags hadn't been scanned ( according to the site) . 3 days later the situation was the same. One bag had been delivered , still 3 missing. AA staff in Nevada were very sympatethetic , empathetic , but ultimately HOPELESS. Eventually go the 'World Tracer ' number from them and called United bag tracking.
A very helpful gent in new Delhi was able to tell me that the bags were en route to Sydney via Brisbane and gave me the flight number . !!
Much relief and called AA back. They had NO idea of where the bags were , no correlation between the World Tracer number and the AA bag tracker site.
Gave up and called QF baggage services in SYdney. They EVENTUALLY found the bag , NOT by the AA provide file number or the PNR but by the World Tracer number.
Sooo. If you got to the end of this litany of late night and calls to 20 agents across 3 continents here is my recommendation .
1. Don't panic . As one of the original posters said , the chances of losing baggage permanently is pretty damned small .
2. Be polite . People DO want to help , but quite often responses aren't filed or entered. EVERY ONE of AA's bag claim people were suppsedly contacting United in Denver to see if they had our bags. As of yesterday (3 days later) there hadn't been a reply from either AA Denver or United to the AA Bag Lost personnel.
3. Grab the world tracer number and start calling .... Don't wait for help . Being a nuisance eventually got me somone who dug a little deeper. Vishel in United Baggage Services NEw Delhi , thank you .
4. Don't tell your spouse not to waster his/ her time filling out the paper tags at the airline desk to attach to your baggae (next to the EXP luggage tags) . The paper tags were the way we eventually were traced from Brisbane domestic ( who had no access to AA system )
5. I am going to buy a set of Magellan Retriever tags .
Apr 24, 2016, 10:02 am
#760
Join Date: Mar 2011
Location: London
Programs: BA Silver, Hilton Gold, IHG Platinum
Posts: 59
What happened to you American, we had such a good thing.
In my personal experience, having priority tags put on at ticketing have zero effect on whether or not you'll get your checked bag at your final destination on time.
You see, the last two times I've flown domestic with American, yesterday and in December, it has been on paid domestic first class. Both times I had a priority bag delayed. I'd be angry at American, but I'm more sad than anything. I simply can't fly with them anymore when the odds are this bad.
Right now I'm in Los Angeles, where I've just woken up to see an email from wheresmysuitcase.com. It's the first and only email I've seen that tells me my lost/delayed bag is on its way. No call or email from American. While there's hope that my bag is now on its way, I'm sure others who've dealt with this situation know how stressful this can be, and you know about ruined days and nights.
So I have a question - has American baggage handling always been this bad? Is there any point winging and moaning and switching to another carrier, or is everyone else equally bad?
You see, the last two times I've flown domestic with American, yesterday and in December, it has been on paid domestic first class. Both times I had a priority bag delayed. I'd be angry at American, but I'm more sad than anything. I simply can't fly with them anymore when the odds are this bad.
Right now I'm in Los Angeles, where I've just woken up to see an email from wheresmysuitcase.com. It's the first and only email I've seen that tells me my lost/delayed bag is on its way. No call or email from American. While there's hope that my bag is now on its way, I'm sure others who've dealt with this situation know how stressful this can be, and you know about ruined days and nights.
So I have a question - has American baggage handling always been this bad? Is there any point winging and moaning and switching to another carrier, or is everyone else equally bad?
Apr 24, 2016, 4:23 pm
#761
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
One can pick a carrier for the network (non-stops to desired destinations), on-board services, price and a few other factors. Don't pick a carrier for baggage handling - unless you're thinking of just sending stuff ahead by FedEx.
The U.S. government publishes data on baggage handling. Some operating carriers are worse than others (and American Eagle/Envoy has long been among the worst of those reported).
The February '16 report with data for all of 2015 is at this link:
https://www.transportation.gov/sites...uaryATCR_1.pdf
The U.S. government publishes data on baggage handling. Some operating carriers are worse than others (and American Eagle/Envoy has long been among the worst of those reported).
The February '16 report with data for all of 2015 is at this link:
https://www.transportation.gov/sites...uaryATCR_1.pdf
May 13, 2016, 11:42 pm
#762
Join Date: Aug 2011
Location: BOS
Programs: AA EXP, Hyatt Diamond, Hilton Diamond, SPG Gold, IHG Plat
Posts: 199
I flew BOS-DFW-SYD-AKL (one AA/QF ticket) with a checked bag arriving this evening. Turns out AA somehow loaded my bag onto the DFW-SCL flight instead of SYD. As opposed to putting it on the direct SCL-AKL flight, they are instead shipping it via LAX to AKL getting in on Monday hopefully.
I only found out the baggage was missing when I arrived in Auckland. I made the claim at the Qantas desk since I came in on a QF flight and AA does not yet have a presence here. Any advice on whether or not AA will reimburse for a set of clothes to get me through the next few days? Or do I need to go to QF for this since they operated my last flight? Thanks in advance.
I only found out the baggage was missing when I arrived in Auckland. I made the claim at the Qantas desk since I came in on a QF flight and AA does not yet have a presence here. Any advice on whether or not AA will reimburse for a set of clothes to get me through the next few days? Or do I need to go to QF for this since they operated my last flight? Thanks in advance.
May 14, 2016, 12:14 am
#763
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,602
I flew BOS-DFW-SYD-AKL (one AA/QF ticket) with a checked bag arriving this evening. Turns out AA somehow loaded my bag onto the DFW-SCL flight instead of SYD. As opposed to putting it on the direct SCL-AKL flight, they are instead shipping it via LAX to AKL getting in on Monday hopefully.
I only found out the baggage was missing when I arrived in Auckland. I made the claim at the Qantas desk since I came in on a QF flight and AA does not yet have a presence here. Any advice on whether or not AA will reimburse for a set of clothes to get me through the next few days? Or do I need to go to QF for this since they operated my last flight? Thanks in advance.
I only found out the baggage was missing when I arrived in Auckland. I made the claim at the Qantas desk since I came in on a QF flight and AA does not yet have a presence here. Any advice on whether or not AA will reimburse for a set of clothes to get me through the next few days? Or do I need to go to QF for this since they operated my last flight? Thanks in advance.
The airline is liable for the delay - normally when reporting missing luggage to Qantas. the agent would give a visa card with $65 initially
Although $65 is all that is offerefd upfront, the airline is liable up quite a a bit higher than that $1000 ish iirc
May 14, 2016, 2:07 am
#764
Join Date: Aug 2011
Location: BOS
Programs: AA EXP, Hyatt Diamond, Hilton Diamond, SPG Gold, IHG Plat
Posts: 199
Thanks Dave Noble. Appreciate the insight.
May 14, 2016, 7:20 am
#765
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
In my personal experience, having priority tags put on at ticketing have zero effect on whether or not you'll get your checked bag at your final destination on time.
You see, the last two times I've flown domestic with American, yesterday and in December, it has been on paid domestic first class. Both times I had a priority bag delayed. I'd be angry at American, but I'm more sad than anything. I simply can't fly with them anymore when the odds are this bad.
Right now I'm in Los Angeles, where I've just woken up to see an email from wheresmysuitcase.com. It's the first and only email I've seen that tells me my lost/delayed bag is on its way. No call or email from American. While there's hope that my bag is now on its way, I'm sure others who've dealt with this situation know how stressful this can be, and you know about ruined days and nights.
So I have a question - has American baggage handling always been this bad? Is there any point winging and moaning and switching to another carrier, or is everyone else equally bad?
You see, the last two times I've flown domestic with American, yesterday and in December, it has been on paid domestic first class. Both times I had a priority bag delayed. I'd be angry at American, but I'm more sad than anything. I simply can't fly with them anymore when the odds are this bad.
Right now I'm in Los Angeles, where I've just woken up to see an email from wheresmysuitcase.com. It's the first and only email I've seen that tells me my lost/delayed bag is on its way. No call or email from American. While there's hope that my bag is now on its way, I'm sure others who've dealt with this situation know how stressful this can be, and you know about ruined days and nights.
So I have a question - has American baggage handling always been this bad? Is there any point winging and moaning and switching to another carrier, or is everyone else equally bad?
Otoh, even with tight international to domestic connections, our bags have made it and generally been out early with their priority tags.
But a few anecdotal experiences from you or me do not equal data.
My bag has stuff. If it shows up late, it's mildly concerning, but to give the airline and missing bag the power to "ruin days and nights" is IMO giving up entirely too much power to an airline. Life gets genuinely challenging; it's best to learn stress management techniques before something serious occurs.
Good luck retrieving your bag.