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 24, 2010, 9:44 pm
#91
Join Date: May 2009
Location: UK
Posts: 3,951
10 months. What was the reasoning for that and the outcome?? I personally do consider 4days an awful lot, the most i have ever had a case gone missing for was just over 24hours.
Jan 24, 2010, 9:46 pm
#92
Join Date: May 2009
Location: UK
Posts: 3,951
Thanks. Thats on topic enough. I dont think the grovel will produce much of an outcome. Would they have been entitled to something if they followed it throught at the time? 4days with no small compensation does seem a little unjust to me.
Jan 24, 2010, 9:50 pm
#93
Join Date: Jan 2006
Location: lax
Posts: 3,888
The complaint should have been lodged within a whopping 30 days.
Jan 24, 2010, 9:51 pm
#94
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
I agree on the grovel.
Jan 24, 2010, 10:10 pm
#95
Join Date: Nov 2006
Programs: AA EXP, 1 MM, AC, HH Diamond, Marriott Silver, Hertz 5*
Posts: 4,010
When Air France lost one of my bags, I received it 10 months later--no explanation whatsoever, but with the original luggage tags still intact. Nothing was missing.
British Airways lost another one overseas for four months. That was a couple years ago when they were having horrendous baggage problems at LHR. When it finally returned, it was beaten up and the outside metal (it was a hard case) was rusted. Like it was left out in the rain for awhile.
Another bag on one of those trips was never seen again.
Jan 25, 2010, 5:09 am
#96
Join Date: Jan 2004
Location: London, UK
Programs: AAdvantage EXP, UA Prem Exec, BA blue
Posts: 155
Same thing happened to me flying on AA from the UK to US over Xmas. Bag was lost for 4 days, but I rang up and asked, and they authorised me to spend up to $250 on replacement stuff. The agents were clear that this was the maximum amount they were allowed to authorise. I did have to ask specifically for it and that the agent at LaGuardia when I first filed the claim definitely didn't offer--she was rather optimistic that it would show up shortly despite it being late on Christmas Eve.
Jan 25, 2010, 5:29 am
#97
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
There is little that can be done at this point, IMO. If they had raised the issue at the time, they would've been entitled to spend up to $250 on replacement clothes, toiletries, etc.
Same thing happened to me flying on AA from the UK to US over Xmas. Bag was lost for 4 days, but I rang up and asked, and they authorised me to spend up to $250 on replacement stuff. The agents were clear that this was the maximum amount they were allowed to authorise. I did have to ask specifically for it and that the agent at LaGuardia when I first filed the claim definitely didn't offer--she was rather optimistic that it would show up shortly despite it being late on Christmas Eve.
Same thing happened to me flying on AA from the UK to US over Xmas. Bag was lost for 4 days, but I rang up and asked, and they authorised me to spend up to $250 on replacement stuff. The agents were clear that this was the maximum amount they were allowed to authorise. I did have to ask specifically for it and that the agent at LaGuardia when I first filed the claim definitely didn't offer--she was rather optimistic that it would show up shortly despite it being late on Christmas Eve.
Jan 25, 2010, 10:14 am
#98
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
While that might be the amount they can pre-authorize, they can not limit your claim to that. As I understand the baggage compensation rules, there are no separate limits for short term loss and permanent loss. The legal limit is the legal limit. You have to provide evidence of your loss, and your claim is subject to review, but there is not a different, arbitrary limit, for short term loss.
Mar 14, 2010, 5:11 pm
#99
Join Date: Aug 2009
Location: ATW
Posts: 35
Missing Luggage/Late Delivery
My son was on a morning flight from ORD-GEG through SEA. Of course the baggage never made the plane. They either forgot to put it on the plane or misplaced it, they say it will be arriving this evening.
They want to UPS it to his school which means that he will not get it at least until Tuesday, possibly later.
Is American responsible for timely delivery of his luggage?
Should I expect a refund of the $25 I paid for the luggage?
They want to UPS it to his school which means that he will not get it at least until Tuesday, possibly later.
Is American responsible for timely delivery of his luggage?
Should I expect a refund of the $25 I paid for the luggage?
Mar 14, 2010, 5:28 pm
#100
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
Mar 14, 2010, 7:35 pm
#101
Join Date: Apr 2009
Location: YYF/YLW
Programs: AA, DL, AS, VA, WS Silver
Posts: 5,951
My son was on a morning flight from ORD-GEG through SEA. Of course the baggage never made the plane. They either forgot to put it on the plane or misplaced it, they say it will be arriving this evening.
They want to UPS it to his school which means that he will not get it at least until Tuesday, possibly later.
Is American responsible for timely delivery of his luggage?
Should I expect a refund of the $25 I paid for the luggage?
They want to UPS it to his school which means that he will not get it at least until Tuesday, possibly later.
Is American responsible for timely delivery of his luggage?
Should I expect a refund of the $25 I paid for the luggage?
Mar 27, 2010, 1:06 pm
#102
Join Date: Jun 2006
Location: STL
Programs: AA Gold, UA Premier Gold, Marriott Plt Elite
Posts: 97
Delayed/Lost Baggage on AA/Iberia
There is always a first time.....
My baggage has been delayed now for 4 days. I flew VCE-MAD-DFW-STL. Checked in my bag in Venice at Iberia. I had a 2 hour stopover window in Madrid before my AA flight to DFW, but Iberia came in an hour and 10 minutes late, so I basically had only 45 minutes to go from T4-T4s. Was the last person to enter the plane and of course, my luggage did not make it to Dallas.
I have been on the phone at the 800-baggage service, and at the STL airport baggage service constantly, several times a day. I check aa.com/bagstatus too and I even called the Madrid AA baggage counter (who has been very helpful, even going as far as the Iberian office at the airport to physically check if my baggage is there)this am, to no avail. Nobody knows or has any record of my Bag Tag Number.
If my baggage is declared lost after the 5-day period, am I entitled to any compensation, at all?? I have no need to buy anything since I was coming home from a trip but in my luggage are some stuff I bought. What kind of receipts should I send once I get the "questionnaire"?
Thanks....
My baggage has been delayed now for 4 days. I flew VCE-MAD-DFW-STL. Checked in my bag in Venice at Iberia. I had a 2 hour stopover window in Madrid before my AA flight to DFW, but Iberia came in an hour and 10 minutes late, so I basically had only 45 minutes to go from T4-T4s. Was the last person to enter the plane and of course, my luggage did not make it to Dallas.
I have been on the phone at the 800-baggage service, and at the STL airport baggage service constantly, several times a day. I check aa.com/bagstatus too and I even called the Madrid AA baggage counter (who has been very helpful, even going as far as the Iberian office at the airport to physically check if my baggage is there)this am, to no avail. Nobody knows or has any record of my Bag Tag Number.
If my baggage is declared lost after the 5-day period, am I entitled to any compensation, at all?? I have no need to buy anything since I was coming home from a trip but in my luggage are some stuff I bought. What kind of receipts should I send once I get the "questionnaire"?
Thanks....
Apr 4, 2010, 5:34 pm
#103
Join Date: Jun 2006
Location: STL
Programs: AA Gold, UA Premier Gold, Marriott Plt Elite
Posts: 97
Update:
After 11 days, AA finally located my luggage. Somehow, it traveled all the way to San Jose, Costa Rica before being sent to STL. In any case, I am very grateful to AA for their wonderful baggage customer service (updating me everyday and reassuring me that they will find my luggage.) Thanks AA!! ^
After 11 days, AA finally located my luggage. Somehow, it traveled all the way to San Jose, Costa Rica before being sent to STL. In any case, I am very grateful to AA for their wonderful baggage customer service (updating me everyday and reassuring me that they will find my luggage.) Thanks AA!! ^
Apr 5, 2010, 11:04 am
#104
Join Date: Apr 2003
Location: Wisconsin
Posts: 114
Damaged luggage--repair options
I was travelling between Miami and Green Bay on Saturday. When my suitcase came off the conveyor I could see some damage. It looks like the suitcase was either dragged a long distance or it was stuck against a moving belt. One spot is worn down to the inner lining, the wheel is worn flat, etc.
I immediately went to the agent and showed them and they gave me the form and told me to bring the luggage back and they would repair it.
A couple of relevant points. First, I was flying first class. Second, the suitcase is a moderately priced piece of TUMI.
My concern is that if I give it to them to repair the job might not be that great. Wheels not matching or something like that.
On the other hand if I sent it back to TUMI they would repair it back to original condition.
Has anyone had experience or a tactic to get American to repair the luggage with the manufacturer rather than the company they choose? Would having a first class ticket carry any weight?
I immediately went to the agent and showed them and they gave me the form and told me to bring the luggage back and they would repair it.
A couple of relevant points. First, I was flying first class. Second, the suitcase is a moderately priced piece of TUMI.
My concern is that if I give it to them to repair the job might not be that great. Wheels not matching or something like that.
On the other hand if I sent it back to TUMI they would repair it back to original condition.
Has anyone had experience or a tactic to get American to repair the luggage with the manufacturer rather than the company they choose? Would having a first class ticket carry any weight?
Apr 5, 2010, 2:51 pm
#105
Join Date: Jan 2010
Location: BOS
Programs: AA EXP, 1MM. HH Diamond
Posts: 240
IMO, status may help grease the skids more than a first class ticket. Do you have, your profile doesn't say...