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)
Jan 8, 2010, 7:18 pm
#76
FlyerTalk Evangelist
Join Date: Mar 2004
Location: SJC
Programs: AA EXP, BA Silver, Hyatt Globalist, Hilton diamond, Marriott Platinum
Posts: 33,533
Yup. There are a lot of complaints about bags here, and they're not specific to one airport. The conclusion that the priority tags are meaningless based on a single instance is completely invalid. Those are my specific thoughts. For general thoughts, I'd suggest reading some of the many,many lost/delayed bag threads here.
Cheers.
Cheers.
Jan 8, 2010, 7:33 pm
#77
Join Date: Mar 2009
Location: Texas
Programs: AA PLT, AA 1MM, Marriott GLD
Posts: 473
With DFW as his home base, switching airlines decreases his non-stop options to many destinations, thereby increasing the chances that his luggage will go AWOL from time to time.
Jan 8, 2010, 7:48 pm
#78
Join Date: Dec 2009
Programs: BA Gold; AA Lfe Time PLT ; Marriott Titanium, LFT GLD
Posts: 1,276
I agree with oklAAhoma. Baggage gets lost. Most of us experince it. Last summer we missed our second leg in a AUS-DFW-JFK-BCN trip due to a pilot deficit at AUS. We ended up arriving 8 hours behind schedule at BCN and our luggage caught up 2 days later. On the return jouney the BCN flt was 4 hours delayed missed our DFW connection blah blah blah (more inconveniences... arrived Austin a day later than planned).
We ended up getting 5k miles each from customer service.
We ended up getting 5k miles each from customer service.
Jan 8, 2010, 8:11 pm
#79
FlyerTalk Evangelist
Join Date: Sep 2006
Programs: Fabulous on one of the US carriers..
Posts: 11,878
OP - can you comment on why the bags were delayed? 10K miles is a pretty good offer of compensation. 
I've had a bag lost completely on an international flight (got me $600 which was the max) before. As well, I had a bag delayed for four days (had to buy a swimsuit on the fly in SA - ouch!!
- and no compensation - again - ouch! ).
Would love to hear more details. Long story short though - your family member got a pretty good deal. Good luck with everything!
I've had a bag lost completely on an international flight (got me $600 which was the max) before. As well, I had a bag delayed for four days (had to buy a swimsuit on the fly in SA - ouch!!
- and no compensation - again - ouch! ). Would love to hear more details. Long story short though - your family member got a pretty good deal. Good luck with everything!
Last edited by Flyer_70; Jan 8, 2010 at 8:44 pm
Jan 9, 2010, 2:59 am
#80
Join Date: Jul 2007
Location: DCA
Programs: AA, AS, Hyatt
Posts: 978
Sorry to hear about the delay. AA is currently the industry leader for mishandled bags (WSJ article here).
Jan 9, 2010, 1:46 pm
#81
Join Date: Nov 2009
Location: DFW
Programs: AA EXP
Posts: 56
I believe the bags were delayed because they missed the JFK-ZRH connecting flight (with a 2 hour layover).
Thanks to all that replied. I am in agreement that 10K is reasonable compensation.
Like many on the board, I, and we, never check bags unless we have to (hiking or ski trips with a lot of gear). I'm 8 for 8 on segments with checked bags on AA in 2009. Unfortunately, my brother was 2 for 4 on segments, with the 2 delays on the arrival at international destinations.
In regards to renting during the delay, possible but not practical with all the gear missing (snowboard, boots, bindings, gloves, hat, coat, pants, helmet, etc).
I am in agreement... not best to jump ship. I can understand his viewpoint that if AA is currently the industry leader for mishandled bags, why fly AA when at times you can get a cheaper flight and better baggage-handling performance on another major airline.
I just need to get him back to PLT status. A PLT challenge for him and a good MR together.
Thanks to all that replied. I am in agreement that 10K is reasonable compensation.
Like many on the board, I, and we, never check bags unless we have to (hiking or ski trips with a lot of gear). I'm 8 for 8 on segments with checked bags on AA in 2009. Unfortunately, my brother was 2 for 4 on segments, with the 2 delays on the arrival at international destinations.
In regards to renting during the delay, possible but not practical with all the gear missing (snowboard, boots, bindings, gloves, hat, coat, pants, helmet, etc).
I am in agreement... not best to jump ship. I can understand his viewpoint that if AA is currently the industry leader for mishandled bags, why fly AA when at times you can get a cheaper flight and better baggage-handling performance on another major airline.
I just need to get him back to PLT status. A PLT challenge for him and a good MR together.
Jan 11, 2010, 6:40 am
#82
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
Final update.
My son left yesterday for Sydney via a 2 day stop in LA.
He had my daughters "delayed" bag with him.
I spoke to the supervisor and showed her the paperwork .
She was extremely , apologetic and waived the excess charge without discussion.
Many thanks to all of the posts, even those that didnt agree with me. It was all appreciated.
My son left yesterday for Sydney via a 2 day stop in LA.
He had my daughters "delayed" bag with him.
I spoke to the supervisor and showed her the paperwork .
She was extremely , apologetic and waived the excess charge without discussion.
Many thanks to all of the posts, even those that didnt agree with me. It was all appreciated.
Jan 11, 2010, 7:03 am
#83
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
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 11, 2010, 7:14 am
#84
Join Date: Dec 2006
Programs: AA Gold . Hilton Diamond, Hyatt Platinum.
Posts: 486
Jan 11, 2010, 10:03 am
#85
Join Date: Oct 2009
Location: RNO
Programs: AA Gold
Posts: 43
^ Glad to hear it! As you had noted previously, the cost to AA was likely less by waiving the fee compared to a courier in Sydney, but I figured they wouldn't have the sympathy nor common sense to do what you were hoping...
Jan 24, 2010, 8:57 pm
#86
Join Date: May 2009
Location: UK
Posts: 3,951
Luggage AWOL for 4days. Compensation?
Hello,
Im writing this on behalf of a friend. He and his GF flew to NYC(from the UK) on AA over Christmas. Both of there cases went missing, his was returned the following day to his hotel and his Girlfriends a whopping 4days later. They were not offered or informed of any compensation available to them. I have just looked now on the AA site on there behalf and i see that a complaint had to have been lodged 30days after the flights. It has now been 35days after there flight, are they entitled to anything? My friends GF has kept receipts for the items she had to buy and it was all recorded with them receiving ticket numbers from AA to check the status of there luggage. They should have complained at the time and chased this up sooner however they are very easy going and i offered to look into it for them.
There flights were not booked direct but with a travel agent here in the UK.
Thanks.
Im writing this on behalf of a friend. He and his GF flew to NYC(from the UK) on AA over Christmas. Both of there cases went missing, his was returned the following day to his hotel and his Girlfriends a whopping 4days later. They were not offered or informed of any compensation available to them. I have just looked now on the AA site on there behalf and i see that a complaint had to have been lodged 30days after the flights. It has now been 35days after there flight, are they entitled to anything? My friends GF has kept receipts for the items she had to buy and it was all recorded with them receiving ticket numbers from AA to check the status of there luggage. They should have complained at the time and chased this up sooner however they are very easy going and i offered to look into it for them.
There flights were not booked direct but with a travel agent here in the UK.
Thanks.
Jan 24, 2010, 9:11 pm
#87
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
Hello,
Im writing this on behalf of a friend. He and his GF flew to NYC(from the UK) on AA over Christmas. Both of there cases went missing, his was returned the following day to his hotel and his Girlfriends a whopping 4days later. They were not offered or informed of any compensation available to them. I have just looked now on the AA site on there behalf and i see that a complaint had to have been lodged 30days after the flights. It has now been 35days after there flight, are they entitled to anything? My friends GF has kept receipts for the items she had to buy and it was all recorded with them receiving ticket numbers from AA to check the status of there luggage. They should have complained at the time and chased this up sooner however they are very easy going and i offered to look into it for them.
There flights were not booked direct but with a travel agent here in the UK.
Thanks.
Im writing this on behalf of a friend. He and his GF flew to NYC(from the UK) on AA over Christmas. Both of there cases went missing, his was returned the following day to his hotel and his Girlfriends a whopping 4days later. They were not offered or informed of any compensation available to them. I have just looked now on the AA site on there behalf and i see that a complaint had to have been lodged 30days after the flights. It has now been 35days after there flight, are they entitled to anything? My friends GF has kept receipts for the items she had to buy and it was all recorded with them receiving ticket numbers from AA to check the status of there luggage. They should have complained at the time and chased this up sooner however they are very easy going and i offered to look into it for them.
There flights were not booked direct but with a travel agent here in the UK.
Thanks.
2. Sounds like they were content until you suggested compensation that they can't get. Good work.
3. Receipts for items they had to buy are a good thing to have if AA has authorized the passenger in advance to replace items. Now, not so valuable.
4. If it says 30 days, how many extra days do you think AA should allow passengers? 5 extra days? 10? 50?
Jan 24, 2010, 9:30 pm
#88
Join Date: May 2009
Location: UK
Posts: 3,951
1. Doesn't matter how the flight was booked.
2. Sounds like they were content until you suggested compensation that they can't get. Good work.
3. Receipts for items they had to buy are a good thing to have if AA has authorized the passenger in advance to replace items. Now, not so valuable.
4. If it says 30 days, how many extra days do you think AA should allow passengers? 5 extra days? 10? 50?
2. Sounds like they were content until you suggested compensation that they can't get. Good work.
3. Receipts for items they had to buy are a good thing to have if AA has authorized the passenger in advance to replace items. Now, not so valuable.
4. If it says 30 days, how many extra days do you think AA should allow passengers? 5 extra days? 10? 50?
My understanding is there is little they can do, am i correct? Is there any route that can be taken after 30days?
Jan 24, 2010, 9:38 pm
#89
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
Are they entitled to anything? No.
Can they call in and grovel and maybe get something? Anything's possible.
Whether that's worth it or not is an individual judgement.
On topic enough?
Jan 24, 2010, 9:41 pm
#90
Join Date: Nov 2006
Programs: AA EXP, 1 MM, AC, HH Diamond, Marriott Silver, Hertz 5*
Posts: 4,010
Now, the 10 months it took for me to get a bag back from an international trip (not on AA) might fall more into that category.