Dec 11, 2014, 5:43 pm
Last edit by: WineCountryUA
DoT is proposing increased lost bag compensation -- increased from $3,500 to $3,800 effective 21 April 2021
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Suggested reading is UA's lost bag info on the web: Baggage Info, Checked Bag Issues, checked UA's Baggage tracing and Damaged Bags
Delayed baggage and claim form
Updated prior to June 2023 to removed the $1,500 statement
new statement
old statement
If we’re unable to find your bag after five days, you may be eligible for $1,500 for the value of your baggage and its contents without requiring any documentation.
If we can’t find your bag after five days, we’ll reimburse you for the value of your bag, its contents, and any fees you paid to check the bag. Receipts may be required and certain items might not be eligible for reimbursement. Depending on your trip, maximum claim limits may also apply.Contact a United Representative at the Baggage Resolution Center by calling: If the value of your lost bag and its contents is more than $1,500, you can document and claim a higher amount, with receipts. The most you can claim is $3,500 for flights within the U.S. There are different maximums for international flights. Customers whose baggage was delayed in a location other than their place of residence may submit a claim for reimbursement of interim expenses for the period during which the baggage was delayed, providing receipts. If the baggage is not found after five days, the customer may submit a claim for the lost baggage. The interim expenses will be deducted from the legal limit of reimbursement if the bag is permanently lost. Use the link below to submit a claim.
https://www.wheresmysuitcase.com/
When multiple carriers are involved, IATA convention on bag issues is that your claim is to be processed with the last carrier noted on the claim tag. that should have delivered the bags regardless on which carrier may or may not have created the issue.
Montreal Convention - Wikipedia
Montreal Convention - IATA
Archive thread: Consolidated UA Lost/Delayed Baggage Issues {Archive}
================================================== =
Suggested reading is UA's lost bag info on the web: Baggage Info, Checked Bag Issues, checked UA's Baggage tracing and Damaged Bags
Delayed baggage and claim form
Updated prior to June 2023 to removed the $1,500 statement
new statement
Bags that don’t arrive with you at your destination are considered delayed. Customers whose bags were delayed somewhere other than where they live may submit a claim for reimbursement of expenses, along with receipts, for the period during which their bags were delayed. If the bags aren’t found after five days, the customer may also submit a claim for their lost bags. Reimbursed expenses will be deducted from the total we pay you if your bags are permanently lost. You can submit a claim below.
For bags still lost after five days
If we can’t find your bag after five days, we’ll reimburse you for the value of your bag, its contents, and any fees you paid to check the bag. Receipts may be required and certain items might not be eligible for reimbursement. Depending on your trip, maximum claim limits may also apply.
The fastest way to start a claim is online, using the button below.
https://baggageclaimform.united.com/...uagecode=en-us
You can also contact us at the Baggage Recovery Center to file a claim:
For bags still lost after five days
If we can’t find your bag after five days, we’ll reimburse you for the value of your bag, its contents, and any fees you paid to check the bag. Receipts may be required and certain items might not be eligible for reimbursement. Depending on your trip, maximum claim limits may also apply.
The fastest way to start a claim is online, using the button below.
https://baggageclaimform.united.com/...uagecode=en-us
You can also contact us at the Baggage Recovery Center to file a claim:
- From U.S. or Canada: 1-800-335-2247
- From Mexico: 001-866-563-3244
- From Asia-Pacific or Europe: country access code +800-33-55-2247
For bags still lost after five days
If we can’t find your bag after five days, we’ll reimburse you for the value of your bag, its contents, and any fees you paid to check the bag. Receipts may be required and certain items might not be eligible for reimbursement. Depending on your trip, maximum claim limits may also apply.Contact a United Representative at the Baggage Resolution Center by calling:
Toll-free from U.S. or Canada: 1-800-335-2247Toll-free from Mexico: 001-866-563-3244Toll-free from Asia-Pacific or Europe: country access code +800-33-55-2247
When multiple carriers are involved, IATA convention on bag issues is that your claim is to be processed with the last carrier noted on the claim tag. that should have delivered the bags regardless on which carrier may or may not have created the issue.
Montreal Convention - Wikipedia
The Montreal Convention changes and generally increases the maximum liability of airlines for lost baggage to a fixed amount 1,131 SDR per passenger (the amount in the Warsaw Convention is based on weight of the baggage). It requires airlines to fully compensate travelers the cost of replacement items purchased until the baggage is delivered, to a maximum of 1,131 SDR. At 21 days any delayed baggage is considered lost, until the airline finds and delivers it.
Limits on Baggage Liability
Domestic Baggage Liability
Domestic Baggage Liability
- For DOMESTIC flights, DOT regulation allows airlines to limit their liability for a lost, damaged, or delayed bag. Airlines are free to pay more than the limit, but are not required to do so.
- The maximum liability amount allowed by the regulation is $3,800 per passenger.
- For most INTERNATIONAL flights, a treaty called the Montreal Convention applies to the carriage of baggage. The maximum baggage liability for flights covered by the Montreal Convention is currently 1,288 Special Drawing Rights (approximately $1,700.00 US) per passenger. This is the most that airlines must pay a passenger for a lost, damaged, or delayed bag. Airlines are free to pay more than the limit, but are not required to do so.
- The Montreal Convention’s international baggage liability limit is reviewed for inflationary adjustment every five years by the International Civil Aviation Organization (ICAO)
- In the few situations when the Montreal Convention does not apply to travel to and from the United States, an older treaty called the “Warsaw Convention ” may apply.
Archive thread: Consolidated UA Lost/Delayed Baggage Issues {Archive}
Consolidated UA Lost/Delayed Baggage Issues
Jun 26, 2022, 11:40 am
#32
Join Date: Nov 2013
Location: NYC / TYO / Up in the Air
Programs: UA GS 1.7MM, AA 2.1MM, EK, BA, SQ, CX, Marriot LT, Accor P
Posts: 6,321
Ok got it - when I lost my bag it first reappeared by checking the app and selecting More / Track My bags / Search by bag tag - several days later.
Jun 26, 2022, 12:42 pm
#33
Join Date: Oct 2003
Location: Washington, DC
Programs: UA 4 million miler; Hilton goldMarriott platinum elite
Posts: 63
I have been checking the app repeatedly and it reads the same as 6/24 shortly after arrival at IAD—bags loaded 6/24 at MUC, flight arrived Dulles 6/24 at 3:11pm local time. Nothing more, no scan that the bags were off loaded.
Jun 28, 2022, 5:50 am
#34
Join Date: Jan 2016
Programs: UA 1K, Marriott LTT & Ambassador, Hilton Diamond
Posts: 88
Had a bag delivered on day 6 or 7 (well past the 120hour mark). UA is denying the $1,500 claim since they never lost the bag, it was just delayed, and I now have it. It ended up sitting in EWR for 5-6 days before the delivery company got it to me.
Are they correct in denying my claim? If no what's my next step?
Are they correct in denying my claim? If no what's my next step?
Jun 28, 2022, 7:11 am
#35
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,852
Had a bag delivered on day 6 or 7 (well past the 120hour mark). UA is denying the $1,500 claim since they never lost the bag, it was just delayed, and I now have it. It ended up sitting in EWR for 5-6 days before the delivery company got it to me.
Are they correct in denying my claim? If no what's my next step?
Are they correct in denying my claim? If no what's my next step?
https://www.united.com/web/en-US/con...e/delayed.aspx
For bags still lost after five days
If we’re unable to find your bag after five days, you may be eligible for $1,500 for the value of your baggage and its contents without requiring any documentation. Contact a United Representative at the Baggage Resolution Center by calling:- Toll-free from U.S. or Canada: 1-800-335-2247
- Toll-free from Mexico: 001-866-563-3244
- Toll-free from Asia-Pacific or Europe: country access code +800-33-55-2247
Jun 28, 2022, 7:13 am
#36
Join Date: Jan 2016
Programs: UA 1K, Marriott LTT & Ambassador, Hilton Diamond
Posts: 88
For bags still lost after five days
If we’re unable to find your bag after five days, you may be eligible for $1,500 for the value of your baggage and its contents without requiring any documentation. Contact a United Representative at the Baggage Resolution Center by calling:- Toll-free from U.S. or Canada: 1-800-335-2247
- Toll-free from Mexico: 001-866-563-3244
- Toll-free from Asia-Pacific or Europe: country access code +800-33-55-2247
The underlying question is: What is the definition of "lost". It seems UA is claiming since they knew where the bags were, they were never lost. However, that doesn't seem to be the spirit of the policy. I'm interested in what other's have experienced in the past?
Jun 28, 2022, 7:18 am
#37
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,852
That doesn't really answer my question. I have read the policy. But thanks for the help.
The underlying question is: What is the definition of "lost". It seems UA is claiming since they knew where the bags were, they were never lost. However, that doesn't seem to be the spirit of the policy. I'm interested in what other's have experienced in the past?
The underlying question is: What is the definition of "lost". It seems UA is claiming since they knew where the bags were, they were never lost. However, that doesn't seem to be the spirit of the policy. I'm interested in what other's have experienced in the past?
Jul 2, 2022, 1:03 pm
#38
Join Date: Oct 2003
Location: Washington, DC
Programs: UA 4 million miler; Hilton goldMarriott platinum elite
Posts: 63
Bags delayed on UA107 MUC-IAD on June 24 still in limbo. UA now admits the bags are still in Munich, even though track my bag function showed bags scanned and loaded on flight.
track my bags function no longer works for our 4 checked bags so calling global and getting put through to premier bag service leads to a wait, last time, of one hour and 20 minutes.
after multiple unsuccessful attempts I have finally filed a claim which l led to a message that I should expect to hear back in 6-8 weeks.
track my bags function no longer works for our 4 checked bags so calling global and getting put through to premier bag service leads to a wait, last time, of one hour and 20 minutes.
after multiple unsuccessful attempts I have finally filed a claim which l led to a message that I should expect to hear back in 6-8 weeks.
Jul 3, 2022, 11:18 pm
#39
Join Date: May 2015
Location: South Florida
Programs: DL Skymiles KE Skypass
Posts: 2,363
Here is the info from UA Website:
https://www.united.com/web/en-US/con...e/delayed.aspx
https://www.united.com/web/en-US/con...e/delayed.aspx
For bags still lost after five days
If we’re unable to find your bag after five days, you may be eligible for $1,500 for the value of your baggage and its contents without requiring any documentation. Contact a United Representative at the Baggage Resolution Center by calling:- Toll-free from U.S. or Canada: 1-800-335-2247
- Toll-free from Mexico: 001-866-563-3244
- Toll-free from Asia-Pacific or Europe: country access code +800-33-55-2247
Legalese to deny your claim by using the word "may"
Jul 3, 2022, 11:38 pm
#40
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
Jul 4, 2022, 2:41 am
#41
Join Date: May 2015
Location: South Florida
Programs: DL Skymiles KE Skypass
Posts: 2,363
Personally, no. Family, yes. My flight experiences with UA after its merger with Continental led me to leave and I now fly Delta or its partners instead.
Jul 4, 2022, 6:25 am
#42
Join Date: Sep 2009
Location: JFK
Posts: 382
So is the UA bag tracker essentially useless, or is it just me? I flew DEN->IAD yesterday and my bag didn't show up. It showed as being loaded onto the flight, but never got scanned after landing. The agent at IAD said that based on her experience it probably never actually made it onto the plane, meaning that the "loaded onto flight" scan must not be occurring during actual loading - rather, it's done at some step beforehand, the result being that there's still an opportunity for a bag to be scanned as loaded but not actually loaded. To which one must naturally ask - what's the point? If the "loaded on flight" scan merely tells me that the bag *probably* made it onto the plane, it's useless information because I already knew that in the first place (insofar as any given piece of luggage will "probably" go where it's supposed to).
I see someone above also having this exact experience with their MUC->IAD flight.
Fortunately my bag was found and delivered to my house that night, but I'll never know what happened since UA apparently stops updating the public/app tracker once there's an issue - presumably due to shame.
I see someone above also having this exact experience with their MUC->IAD flight.
Fortunately my bag was found and delivered to my house that night, but I'll never know what happened since UA apparently stops updating the public/app tracker once there's an issue - presumably due to shame.
Jul 4, 2022, 9:07 am
#43
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,852
Jul 4, 2022, 12:06 pm
#44
Moderator, Omni, Omni/PR, Omni/Games, FlyerTalk Posting Legend
Original Poster
Join Date: Oct 2004
Location: Between DCA and IAD
Programs: UA 1K MM; Hilton Diamond
Posts: 67,146
So is the UA bag tracker essentially useless, or is it just me? I flew DEN->IAD yesterday and my bag didn't show up. It showed as being loaded onto the flight, but never got scanned after landing. The agent at IAD said that based on her experience it probably never actually made it onto the plane, meaning that the "loaded onto flight" scan must not be occurring during actual loading - rather, it's done at some step beforehand, the result being that there's still an opportunity for a bag to be scanned as loaded but not actually loaded. To which one must naturally ask - what's the point? If the "loaded on flight" scan merely tells me that the bag *probably* made it onto the plane, it's useless information because I already knew that in the first place (insofar as any given piece of luggage will "probably" go where it's supposed to).
I see someone above also having this exact experience with their MUC->IAD flight.
Fortunately my bag was found and delivered to my house that night, but I'll never know what happened since UA apparently stops updating the public/app tracker once there's an issue - presumably due to shame.
I see someone above also having this exact experience with their MUC->IAD flight.
Fortunately my bag was found and delivered to my house that night, but I'll never know what happened since UA apparently stops updating the public/app tracker once there's an issue - presumably due to shame.
I think the issue you encountered is more with the IAD ground staff than the bag tracker. I've seen my bag come out on the wrong claim several times (e.g. says claim 6, shows up on claim 4, etc.), and even the scans claim it was put on the "right" claim. I also had one where my bag never showed up, and we spent a while with the bag staff as they put through trays, etc., to see if the bag was stuck. Everything showed it had arrived at the particular carousel... the baggage staff suggested someone might have picked it up by mistake (it's a very visually distinctive bag, so that was IMHO unlikely). My thought was that it got sent to the wrong carousel, and I walked around looking for it for a while with no luck. Later that evening, they located it and said it must have just been left down beneath the carousel (which is odd since they didn't see it when running trays through?). I drove back out rather than waiting for the delivery service (which always ends up dropping the bag at like 3am IME) and picked it up.
Jul 4, 2022, 6:03 pm
#45
Join Date: Sep 2009
Location: JFK
Posts: 382
I would love to know precisely at which points in the loading & unloading processes these scans occur.