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 20, 2017, 4:38 pm
#871
Join Date: Jan 2012
Posts: 24
Got a question in regards to baggage lost/delay.
My parents flew from DFW to SFO on 9/16/17 and when they got to the baggage claim belt, they could not locate the bag. When the baggage agent checked the tags, apparently the bag did arrive and offloaded in SFO to the claim area. Well obviously they could not find it and I definitely suspect that it was stolen off the carousel.
What was weird was that the next day, they got a call saying that the bag was found and is ready to be picked up at SFO or they can arrange for delivery. They opted for pick up, but when they got to the airport the agent said the bag is not there (couldn't find) and was actually in LAX (???). He said that it was going to be shipped from LAX to SFO and my parents were told to wait for a few hours. Well nothing ever came out of that since then.
I have talked to the same agent yesterday and he claims that he never said anything about LAX and blamed my parents for their "poor english" which was a bunch of BS as there were four people (parents + two friends) that heard the same thing about LAX. As of now, the bag tag still shows "off loaded in SFO on 9/16".
I find it very odd that they called them about finding the bag and then not having it when they went to pick up. I honestly think it was stolen off the carousel. But besides the point, the bag (almost brand new B&R baseline :cry
contained a lot of expensive clothes that were purchased outside of the US. They told us that if the bag was found, we will have compensation for "reasonable expenses". Well my parents are going to fly out next Monday back to Asia, so I am wondering how much their "reasonable expenses" really is and if they will reimburse them for a new bag to fly on Monday.
Sorry for the long post.. Thanks for the help in advance!
My parents flew from DFW to SFO on 9/16/17 and when they got to the baggage claim belt, they could not locate the bag. When the baggage agent checked the tags, apparently the bag did arrive and offloaded in SFO to the claim area. Well obviously they could not find it and I definitely suspect that it was stolen off the carousel.
What was weird was that the next day, they got a call saying that the bag was found and is ready to be picked up at SFO or they can arrange for delivery. They opted for pick up, but when they got to the airport the agent said the bag is not there (couldn't find) and was actually in LAX (???). He said that it was going to be shipped from LAX to SFO and my parents were told to wait for a few hours. Well nothing ever came out of that since then.
I have talked to the same agent yesterday and he claims that he never said anything about LAX and blamed my parents for their "poor english" which was a bunch of BS as there were four people (parents + two friends) that heard the same thing about LAX. As of now, the bag tag still shows "off loaded in SFO on 9/16".
I find it very odd that they called them about finding the bag and then not having it when they went to pick up. I honestly think it was stolen off the carousel. But besides the point, the bag (almost brand new B&R baseline :cry
contained a lot of expensive clothes that were purchased outside of the US. They told us that if the bag was found, we will have compensation for "reasonable expenses". Well my parents are going to fly out next Monday back to Asia, so I am wondering how much their "reasonable expenses" really is and if they will reimburse them for a new bag to fly on Monday. Sorry for the long post.. Thanks for the help in advance!
Sep 26, 2017, 11:16 pm
#872
Join Date: Nov 2013
Location: PHX, SEA
Programs: Avis President's Club, Global Entry, Hilton/Marriott Gold. No more DL/AA status.
Posts: 4,422
Has anyone had success having damage repaired if it wasn't spotted and reported at the airport? I didn't even notice until tonight, 27 hours after landing yesterday evening, and I accept that responsibility (we were too mentally exhausted after moving my FIL into a memory care facility, not that the circumstances change AA's liability). I called as soon as I saw, and the platinum desk agent did open the report for me and told me to call a central baggage number in the morning. I figured since I had FT open, I would gauge what my chances are.
Oct 10, 2017, 3:08 pm
#873
Join Date: Jul 2014
Location: Los Angeles
Programs: American Airlines, Platinum Elite, United, Delta, Hertz President's Circle, SPG Platinum Elite,
Posts: 4
American Airlines brutalizes luggage
I have been traveling every week from LAX on American and I am constantly amazed at how brutal the luggage handlers have become. I travel with Samsonite Poly-carbonate luggage that is supposed to be virtually indestructible but leave it to American Airlines to prove that wrong! Not only have that scratched and scuffed the heck out of my bags, but they have broken the zipper handles completely off and (the best part!) collapsed the corner and cracked the poly-carbonate itself! When I went to American to complain, they offered no assistance other than a blank stare. What do you have to do to ensure that you belongings aren't destroyed?
Oct 10, 2017, 3:31 pm
#874
Join Date: Oct 2006
Programs: AA EXP
Posts: 1,635
I was going to suggest carrying on your luggage but then noticed your other thread....
Oct 10, 2017, 4:18 pm
#875
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I have been traveling every week from LAX on American and I am constantly amazed at how brutal the luggage handlers have become. I travel with Samsonite Poly-carbonate luggage that is supposed to be virtually indestructible but leave it to American Airlines to prove that wrong! Not only have that scratched and scuffed the heck out of my bags, but they have broken the zipper handles completely off and (the best part!) collapsed the corner and cracked the poly-carbonate itself! When I went to American to complain, they offered no assistance other than a blank stare. What do you have to do to ensure that you belongings aren't destroyed?
Oct 10, 2017, 4:19 pm
#876
Join Date: Aug 2010
Location: LAX
Programs: AA Lifetime Gold but PlatPro thanks to LPs
Posts: 4,439
I have been traveling every week from LAX on American and I am constantly amazed at how brutal the luggage handlers have become. I travel with Samsonite Poly-carbonate luggage that is supposed to be virtually indestructible but leave it to American Airlines to prove that wrong! Not only have that scratched and scuffed the heck out of my bags, but they have broken the zipper handles completely off and (the best part!) collapsed the corner and cracked the poly-carbonate itself! When I went to American to complain, they offered no assistance other than a blank stare. What do you have to do to ensure that you belongings aren't destroyed?
Oct 10, 2017, 4:26 pm
#877
Join Date: Dec 2010
Location: DEN
Programs: AA EXP, AA Million Miles, Hilton Diamond
Posts: 2,585
I am sure that AA is the only airline that has ever damaged passengers' luggage.
Oct 10, 2017, 5:55 pm
#878
Join Date: Nov 2013
Location: PHX, SEA
Programs: Avis President's Club, Global Entry, Hilton/Marriott Gold. No more DL/AA status.
Posts: 4,422
I have been traveling every week from LAX on American and I am constantly amazed at how brutal the luggage handlers have become. I travel with Samsonite Poly-carbonate luggage that is supposed to be virtually indestructible but leave it to American Airlines to prove that wrong! Not only have that scratched and scuffed the heck out of my bags, but they have broken the zipper handles completely off and (the best part!) collapsed the corner and cracked the poly-carbonate itself! When I went to American to complain, they offered no assistance other than a blank stare. What do you have to do to ensure that you belongings aren't destroyed?
Most recently, I borrowed a hard-side piece from a cousin and it ended up (PHX not LAX) with a broken foot and broken built-in lock. Waiting to hear back from them on that claim.
Oct 10, 2017, 6:28 pm
#879
Join Date: Apr 2017
Programs: AA, DL, Avis, Enterprise, National, IHG, HH, SPG/MR
Posts: 1,852
I have been traveling every week from LAX on American and I am constantly amazed at how brutal the luggage handlers have become. I travel with Samsonite Poly-carbonate luggage that is supposed to be virtually indestructible but leave it to American Airlines to prove that wrong! Not only have that scratched and scuffed the heck out of my bags, but they have broken the zipper handles completely off and (the best part!) collapsed the corner and cracked the poly-carbonate itself! When I went to American to complain, they offered no assistance other than a blank stare. What do you have to do to ensure that you belongings aren't destroyed?
The real question is, did your items get from A to B? Yeah? What are you complaining about?
Oct 10, 2017, 7:11 pm
#880
Join Date: Sep 2016
Location: LAX/BUR, RDU
Programs: DL SM, AAdvantage, SPG
Posts: 1,360
"I hate checking bags because they get damaged, but I also want everyone to pay $25 to check their bags so I have overhead bin space and deplane 55 seconds earlier."
Oct 10, 2017, 8:05 pm
#881
Join Date: Oct 2007
Location: DCA
Programs: DL DM, AA EXP, various hotel
Posts: 2,227
Have you considered asking people to form a fire line and pass them to your destination for you?
Oct 10, 2017, 8:18 pm
#882
Join Date: Feb 2010
Location: ORD
Programs: US Air, UA BA LH AI DELTA MARRIOTT CHOICE SGP
Posts: 9,883
Suggestion:
For domestic I have a mid price carry on which is placed in the overhead bin above my seat.
For international I buy cheap soft sided "fabric" bags, last three trips...not bad for $ 30 ^
Oct 10, 2017, 8:34 pm
#883
Join Date: Apr 2007
Location: Australia
Posts: 6,338
Strange.. I have an older Samsonite Oyster which really DOES seem virtually impervious to whatever handling is dished out.... Ive used it on 50 trips TO/FROM the USA...and many, many flights within....
Finally, this year I had to replace the end handle (the towing handle - suitcase has 2 wheels) that's it.
Has to be hard shell..its used as a gun case. I think it's so good I searched through all the ebay type listings to find another one....(they haven't made this type for years)
Finally, this year I had to replace the end handle (the towing handle - suitcase has 2 wheels) that's it.
Has to be hard shell..its used as a gun case. I think it's so good I searched through all the ebay type listings to find another one....(they haven't made this type for years)
Oct 11, 2017, 8:26 pm
#884
Join Date: May 2004
Location: DFW-In Plano & CDG-In the 11th
Programs: DL Diamond, AA revenue negative, Bonvoy Titanium +, Avis likes me
Posts: 3,209
OP is having a bad day?
I have a green Tumi rollerboard that I have had since 1998.
If hijacked, I'd use it as a Kevlar vest.
Back then, Tumi's came with a lifetime guarantee, which I have used once. That was when BA drove something over it, twisting the frame 45 degrees. It still rolled. BA, when confronted, said it had to be checked that way. My response was "Then where do you think that tread mark came from?". Response-"I'm sorry sir, but it is not our responsibility.".
In fact, its going to HKG tomorrow, tread marks and all. (Great conversation starter)
If hijacked, I'd use it as a Kevlar vest.
Back then, Tumi's came with a lifetime guarantee, which I have used once. That was when BA drove something over it, twisting the frame 45 degrees. It still rolled. BA, when confronted, said it had to be checked that way. My response was "Then where do you think that tread mark came from?". Response-"I'm sorry sir, but it is not our responsibility.".
In fact, its going to HKG tomorrow, tread marks and all. (Great conversation starter)
Oct 11, 2017, 8:41 pm
#885
Join Date: May 2016
Posts: 3
Simply file a complaint - send photos and they will replace the case. I had a bag destroyed LAX-SYD and they replaced it $180 - money in bank in 3 days.