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
Dec 24, 2022, 2:24 am
#77
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
Dec 24, 2022, 10:42 am
#78
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
I was calling everyday dealing with delayed bag. Each time the system said wait time is 10-15 minute, and each time it ended up being more than 60 minutes. I would much prefer if they just don't mention any potential wait time, knowing that I'll be waiting a long time.
Dec 24, 2022, 10:54 am
#79
Join Date: Oct 1999
Location: Woodside, CA, USA
Programs: United Platinum
Posts: 517
To give credit when it's due, United did a terrific job after my daughter's wallet fell out of her bag on our flight from SFO last week. I filled out the web site form and while it did take a nerve-wracking 48 hours the wallet was found by either the cabin or cleaning crew. I got the notification via email and requested it to be held for pickup, and sure enough when we returned to SFO a couple days later the wallet was waiting at the baggage claim desk for her, all contents intact including cash.
Being able to talk to a human would have been nice but the system did work exactly as promised, so I have no complaints.
Being able to talk to a human would have been nice but the system did work exactly as promised, so I have no complaints.
Dec 24, 2022, 5:00 pm
#80
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
Perhaps but given the mutliple thousands of flight cancellations in the USA for the past couple of day at the heaviest travel week of the year, systems are a bit strained
2/3s of UA flights were significant delay or cancelled yesterday and half day -- and other carriers are just as impacted. Not average days and systems are not designed to handle such without extended phone times
2/3s of UA flights were significant delay or cancelled yesterday and half day -- and other carriers are just as impacted. Not average days and systems are not designed to handle such without extended phone times
Dec 24, 2022, 6:05 pm
#81
Join Date: May 2017
Posts: 2,281
Perhaps but given the mutliple thousands of flight cancellations in the USA for the past couple of day at the heaviest travel week of the year, systems are a bit strained
2/3s of UA flights were significant delay or cancelled yesterday and half day -- and other carriers are just as impacted. Not average days and systems are not designed to handle such without extended phone times
2/3s of UA flights were significant delay or cancelled yesterday and half day -- and other carriers are just as impacted. Not average days and systems are not designed to handle such without extended phone times
Dec 25, 2022, 5:27 am
#82
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
Perhaps but given the mutliple thousands of flight cancellations in the USA for the past couple of day at the heaviest travel week of the year, systems are a bit strained
2/3s of UA flights were significant delay or cancelled yesterday and half day -- and other carriers are just as impacted. Not average days and systems are not designed to handle such without extended phone times
2/3s of UA flights were significant delay or cancelled yesterday and half day -- and other carriers are just as impacted. Not average days and systems are not designed to handle such without extended phone times
Dec 27, 2022, 2:28 pm
#83
Join Date: Apr 2008
Programs: UA Gold AA PLT
Posts: 56
Cancelled flight, missing bags and other consequences. Need advice
Was flying UA1956 EWR-SLC for a skiing trip on the night of 12/25. UA cancelled the flight because of crew shortage after delaying the take-off for 6+ hours. When it was finally cancelled around 2:30am, we were told that there was no staff to unload the plane and to file a claim for the bags to be delivered. The last scan of the bags showed that they were loaded into the airplane (as shown by the app).
It should not be difficult to the locate these bags, as they never flew or left EWR. It is now two days later, I am assuming the bags must have been unloaded. A claim was filed but UA's bagtrace shows no update on where the bags are. The wait to talk to baggage claim is 3+ hours and every time they have nothing to say. What can I do?
We had to cancel the entire ski trip because there were no seats on any flight (from any airport on any airline) from the east coast to SLC in the next five days (rippling effects from the storm), plus UA still had our bags with all the gear. There were a number of expenses that were not refundable, including the Airbnb lodging and the kid's skiing lessons. Am I entitled to any compensation from UA?
Lastly, that was supposed to be my last flight of the year, with which I was counting on to make gold. Now I have a 500 PQP shortage, which I suppose UA will make an offer of $1500 for me to buy upto next year. Is there anything I can do, or rather, anything I can ask MilagePlus to do?
Many thanks for any advice in advance!
It should not be difficult to the locate these bags, as they never flew or left EWR. It is now two days later, I am assuming the bags must have been unloaded. A claim was filed but UA's bagtrace shows no update on where the bags are. The wait to talk to baggage claim is 3+ hours and every time they have nothing to say. What can I do?
We had to cancel the entire ski trip because there were no seats on any flight (from any airport on any airline) from the east coast to SLC in the next five days (rippling effects from the storm), plus UA still had our bags with all the gear. There were a number of expenses that were not refundable, including the Airbnb lodging and the kid's skiing lessons. Am I entitled to any compensation from UA?
Lastly, that was supposed to be my last flight of the year, with which I was counting on to make gold. Now I have a 500 PQP shortage, which I suppose UA will make an offer of $1500 for me to buy upto next year. Is there anything I can do, or rather, anything I can ask MilagePlus to do?
Many thanks for any advice in advance!
Last edited by hyperion; Dec 27, 2022 at 3:05 pm
Dec 27, 2022, 2:35 pm
#84
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,416
It should not be difficult to the locate these bags, as they never flew or left EWR. It is now two days later, I am assuming the bags must have been unloaded. A claim was filed but UA's bagtrace shows no update on where the bags are. The wait to talk to baggage claim is 3+ hours and every time they have nothing to say. What can I do?
Lastly, that was supposed to be my last flight of the year, with which I was counting on to make gold. Now I have a 500 PQP shortage, which I suppose UA will make an offer of $1500 for me to buy upto next year. Is there anything I can do, or rather, anything I MilagePlus can do?
Dec 27, 2022, 3:00 pm
#85
Join Date: Apr 2008
Programs: UA Gold AA PLT
Posts: 56
How do I go about asking for a goodwill gesture from UA? Is there any special number to call or webform to fill out, or should I just call MileagePlus?
Dec 27, 2022, 3:17 pm
#86
Join Date: Apr 2004
Programs: United Mileage Plus 1K, 1MM, 1.8 MM, IC RA
Posts: 45
Getting your bags back will take a while. The tracking web site is not updated with the precise information that the baggage department has. Our EWR to MAD was cancelled at 2:30 am and we cancelled our trip. We planned to return home the next day. We made 4 requests through customer assistance and the Polaris lounge to have our bags removed and sent to our home airport destination. They continued on to Madrid the next day without us and landed on the weekend. UA baggage couldn’t reach anyone at MAD because it was the weekend…Finally, two days later they made it back to EWR and were then tagged to our home airport (not a hub), this was day 4. One bag made it but the UA baggage tracking file said both bags did so they closed the claim, Only after convincing a baggage representative that the second bag never arrived, it was located still in EWR (day 5). They tagged the bag to our home airport but erroneously tried to put it on a EWR to YYZ (day 6). I discovered this when talking to the baggage representative. The last bag arrived the next day. My take away is you have to speak to baggage because bad things happen.
Dec 27, 2022, 3:31 pm
#87
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,416
Dec 27, 2022, 6:55 pm
#88
Join Date: Feb 2018
Location: IAD
Programs: UA Gold
Posts: 209
Dec 27, 2022, 8:37 pm
#89
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
Dec 27, 2022, 11:01 pm
#90
Join Date: Apr 2008
Programs: UA Gold AA PLT
Posts: 56
kodyandgracie, thank you for sharing your experience, in particular your advice to call the human agents because they have more information. After another 3-hour hold, I found out that my bags landed today at SLC, despite a claim filed two days ago and multiple phone calls to have the bags pulled. Pretty much exactly as you reported. UA now promised to send the bags on the next flight back to my home airport. Given that their web tracking seems worthless, do you recommend that I keep calling them to check, just to make sure that nothing else goes wrong?