Feb 3, 2024, 12:21 pm
Last edit by: WineCountryUA
This is an archive thread, the active thread is Consolidated UA Lost/Delayed Baggage Issues
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
DoT is proposing increased lost bag compensation -- increased from $3,500 to $3,800 effective 21 April 2021
================================================== =
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.
Consolidated UA Lost/Delayed Baggage Issues {Archive}
Feb 23, 2019, 1:41 pm
#451
Join Date: Feb 2019
Posts: 5
why didnt you get the $1500 for a delayed bag over 3 days ?
Feb 23, 2019, 1:42 pm
#452
Join Date: Dec 2010
Location: San Francisco, CA (SFO)
Programs: UA 1K, UA .53 MM, Marriott Gold, Nexus, GE, TSA Pre, Hertz PC
Posts: 581
Feb 23, 2019, 7:52 pm
#453
Join Date: Dec 2008
Location: Chicago IL US
Programs: UA 1K; National Executive Elite; Hertz PC & Hotels Galore
Posts: 946
Thanks for the update! Shocked (and happy for you) that they covered everything. Enjoy the new gear!
Feb 28, 2019, 8:23 am
#454
Join Date: Feb 2019
Programs: United
Posts: 1
What Happens if Bag is Found After I Am Compensated?
I recently returned home from a trip to Havana via Houston. I NEVER EVER check bags, but decided to purchase some Cuban rum (who wouldn't?) so had no choice but to check a bag. The bag arrived at Customs in Houston no problem. I then re-checked it at Customs for my connecting flight to Kansas City (confirming both my name tag was attached, as well as a baggage handling tag that indicated Kansas City). Somehow it didn't make it to Kansas City, despite plenty of connecting time. I filed a claim promptly at the airport once we landed. I've been checking the website ever since (32 hours at this point) and they still are trying to trace the bag - no further information. After 72 hours, I'll file my claim for my no questions asked $1500. My question is - what happens if they find the bag after the 72 hour timeframe and I've filed the claim? Will I still receive compensation plus my bag?
Mar 10, 2019, 5:44 am
#455
Join Date: Apr 2009
Location: TLV
Programs: UA Platinum, Avis Chairman, Marriott Gold, Hilton Gold, GA Pilot
Posts: 3,225
Posting here on behalf of my wife who's 1K on UA. She flew into EWR today where apparently they left her bag outside in the rain for an hour so that when they finally located it and gave it to her it was soaked. Is there any kind of compensation she can get for this? At the lost luggage desk they basically told her to take a hike and file a complaint on the internet.
Mar 17, 2019, 2:03 am
#456
Join Date: Mar 2019
Posts: 1
Lost ski bag
2 days from lost ski bag..direct flight Denver to anchorage and no word on bag....not sure where it could have been lost. $ 1500 will not cover replacement or skis, helmet, poles, boots in bag. But I don’t have original receipts. Do I buy new stuff and give them those receipts?
May 25, 2019, 8:16 am
#457
Join Date: Aug 2004
Programs: Continental OnePass
Posts: 856
Missing Bag Question
So was scheduled to fly OMA-ORD-FRA-ARN leaving yesterday and arriving today with the first 2 legs on UA and the last leg on LH.
Due to weather our first leg was delayed such that even before we left OMA we knew there would be no way we would make the connection to FRA.
Thanks to a a great phone agent we got rebooked OMA-ORD-AMS-FRA-ARN with the first 2 legs on UA and the last two on LH, which got us to ARN about 6 hours later than planned.
Unfortunately our two checked bags did not make it to ARN with us. The United app tracked them as far as AMS and the baggage agent at ARN said their location wasn’t showing in the system but that they would deliver to our hotel when they find them.
my first question is, even though I spoke with the baggage agent at ARN should I also give United a call to see if they have a better idea where the bags are?
Secondly, can I buy some essentials and be reimbursed? If so, which airline would be responsible for the reimbursement?
Due to weather our first leg was delayed such that even before we left OMA we knew there would be no way we would make the connection to FRA.
Thanks to a a great phone agent we got rebooked OMA-ORD-AMS-FRA-ARN with the first 2 legs on UA and the last two on LH, which got us to ARN about 6 hours later than planned.
Unfortunately our two checked bags did not make it to ARN with us. The United app tracked them as far as AMS and the baggage agent at ARN said their location wasn’t showing in the system but that they would deliver to our hotel when they find them.
my first question is, even though I spoke with the baggage agent at ARN should I also give United a call to see if they have a better idea where the bags are?
Secondly, can I buy some essentials and be reimbursed? If so, which airline would be responsible for the reimbursement?
May 25, 2019, 8:22 am
#458
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
It is the sole responsibility of the last delivering carrier to arrange for the bag's delivery to you, reimburse interim expenses, and, if it comes to it, pay for the loss if the bag is not located or is damaged. That is LH.
There is no prohibition on calling UA, but it really is not going to do anything. However, it is important to know that your UA app shows them as offloaded in AMS. You should now have a WorldTracer number and should be able to track it there once LH picks it up.
LH will reimburse reasonable interim expenses and may require receipts. Presumably you have the first 2-3 days clothing in your carry-on, so there will not be that much in the first instance.
You may also find that your travel / baggage insurance allows a set amount per day.
There is no prohibition on calling UA, but it really is not going to do anything. However, it is important to know that your UA app shows them as offloaded in AMS. You should now have a WorldTracer number and should be able to track it there once LH picks it up.
LH will reimburse reasonable interim expenses and may require receipts. Presumably you have the first 2-3 days clothing in your carry-on, so there will not be that much in the first instance.
You may also find that your travel / baggage insurance allows a set amount per day.
May 25, 2019, 8:53 am
#459
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,406
I had to fight with SN to the point of filing a DOT complaint, but LH was simple; I just uploaded receipts through their online form. They reimbursed me via direct deposit, so I had to provide my routing and bank account number as well.
May 25, 2019, 8:58 am
#460
Join Date: Aug 2004
Programs: Continental OnePass
Posts: 856
Thanks. I do have a worldtracer number and the status says they are still trying to trace the bags.
i didn’t have much in my carry on so if I have to buy anything it’s good to know that LH is where I should direct the claim.
i didn’t have much in my carry on so if I have to buy anything it’s good to know that LH is where I should direct the claim.
May 25, 2019, 11:52 am
#461
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,164
At least I finally stopped getting daily texts from UA about it about a week ago...
May 25, 2019, 2:31 pm
#462
Join Date: Jan 2014
Posts: 742
So was scheduled to fly OMA-ORD-FRA-ARN leaving yesterday and arriving today with the first 2 legs on UA and the last leg on LH.
Due to weather our first leg was delayed such that even before we left OMA we knew there would be no way we would make the connection to FRA.
Thanks to a a great phone agent we got rebooked OMA-ORD-AMS-FRA-ARN with the first 2 legs on UA and the last two on LH, which got us to ARN about 6 hours later than planned.
Unfortunately our two checked bags did not make it to ARN with us. The United app tracked them as far as AMS and the baggage agent at ARN said their location wasn’t showing in the system but that they would deliver to our hotel when they find them.
my first question is, even though I spoke with the baggage agent at ARN should I also give United a call to see if they have a better idea where the bags are?
Secondly, can I buy some essentials and be reimbursed? If so, which airline would be responsible for the reimbursement?
Due to weather our first leg was delayed such that even before we left OMA we knew there would be no way we would make the connection to FRA.
Thanks to a a great phone agent we got rebooked OMA-ORD-AMS-FRA-ARN with the first 2 legs on UA and the last two on LH, which got us to ARN about 6 hours later than planned.
Unfortunately our two checked bags did not make it to ARN with us. The United app tracked them as far as AMS and the baggage agent at ARN said their location wasn’t showing in the system but that they would deliver to our hotel when they find them.
my first question is, even though I spoke with the baggage agent at ARN should I also give United a call to see if they have a better idea where the bags are?
Secondly, can I buy some essentials and be reimbursed? If so, which airline would be responsible for the reimbursement?
Jun 19, 2019, 9:36 am
#464
Join Date: Dec 2004
Location: USA
Programs: AA Plat, BA, DL MM, NH, UA, IHG Plat
Posts: 62
Claim for $1,500 denied - what to do next?
United denied my claim for $1,500. Per their website, "For bags still lost after three days: If we're unable to find your bag after three days, we'll pay you $1,500 for the value of the bag and its contents without requiring any documentation. We'll also reimburse you for the amount you paid to check the bag."
I checked three bags on UA nonstop FCO-IAD; one bag did not not arrive. I filed a lost baggage report. Called United for several days, but they had no information and I continued to received automated texts that they were still looking for the bag. On one phone call they mentioned the bag was sent on another airline, but I continued to receive the texts that they were still looking for the bag. On day four following arrival in IAD, I went to the airport and found my bag in the baggage office of the other airline. It seems to be that the bag was still lost after three days and that I should be entitled to the $1,500.
United denied the claim and offered no compensation saying "Your luggage would have to be deemed totally lost (no scans or forwarding information at all). Even though your luggage was delayed . . . your luggage was located on-hand still at Rome and there were forwar messages in your file indicated the luggage was being sent from Rome to Dulles."
Apart from the informal mention of a note that the bag was being sent on the other airline, their official position was (even after I picked up the luggage at the other airline) that they were still looking for the bag.
Any comments about my position or suggestions as to how to pursue this further with United?
Thanks in advance.
I checked three bags on UA nonstop FCO-IAD; one bag did not not arrive. I filed a lost baggage report. Called United for several days, but they had no information and I continued to received automated texts that they were still looking for the bag. On one phone call they mentioned the bag was sent on another airline, but I continued to receive the texts that they were still looking for the bag. On day four following arrival in IAD, I went to the airport and found my bag in the baggage office of the other airline. It seems to be that the bag was still lost after three days and that I should be entitled to the $1,500.
United denied the claim and offered no compensation saying "Your luggage would have to be deemed totally lost (no scans or forwarding information at all). Even though your luggage was delayed . . . your luggage was located on-hand still at Rome and there were forwar messages in your file indicated the luggage was being sent from Rome to Dulles."
Apart from the informal mention of a note that the bag was being sent on the other airline, their official position was (even after I picked up the luggage at the other airline) that they were still looking for the bag.
Any comments about my position or suggestions as to how to pursue this further with United?
Thanks in advance.
Aug 7, 2019, 2:14 am
#465
Join Date: Aug 2006
Location: Hold it down for The Bay, reppin' Oakland
Programs: Lowly UA silver, Marriott Ambassador/Tit4Lyf, IHG Plat
Posts: 1,763
Lost or stolen, is there a difference?
My son and his GF flew LHR to SFO on United 900 a few days ago. At SFO one of her bags never appeared at baggage claim. She reported the bag missing and received a reference number. They told her that it was most likely that the bag had either "fallen off somewhere" or that another passenger had taken it by mistake. We're closing in on three days now and the tracer still says "Tracing Process Continues, check back later."
It all seemed pretty simple, but there are a couple of complications. First, it appears that the woman at SFO who completed the report put in incorrect information. She may have mixed up the number of the bag that arrived and the one that was missing. Additionally, she misspelled the delivery address and got my son's GF's initial wrong.
When my son's GF called in to check on this and correct any errors, she was told that they have scans of both bags arriving (same thing they told her at the airport). They said that they would keep looking for the bag. They also told her that she would have to file a report with the SFO airport police.
I'm wondering about what all of this means in regards to United's responsibility and the standard $1,500 compensation.
1. Does correcting the information re-set the 72 hour clock?
2. Does it make a difference that the errors were made by United or SFO personnel (I'm not sure which it is in International baggage claim)?
3. Is United pushing for a police report so they can say that the bag was not delayed or lost and avoid having to pay? If they are, can they get away with that?
Does anyone here have experience with something like this? How did it work out? Any advice?
It all seemed pretty simple, but there are a couple of complications. First, it appears that the woman at SFO who completed the report put in incorrect information. She may have mixed up the number of the bag that arrived and the one that was missing. Additionally, she misspelled the delivery address and got my son's GF's initial wrong.
When my son's GF called in to check on this and correct any errors, she was told that they have scans of both bags arriving (same thing they told her at the airport). They said that they would keep looking for the bag. They also told her that she would have to file a report with the SFO airport police.
I'm wondering about what all of this means in regards to United's responsibility and the standard $1,500 compensation.
1. Does correcting the information re-set the 72 hour clock?
2. Does it make a difference that the errors were made by United or SFO personnel (I'm not sure which it is in International baggage claim)?
3. Is United pushing for a police report so they can say that the bag was not delayed or lost and avoid having to pay? If they are, can they get away with that?
Does anyone here have experience with something like this? How did it work out? Any advice?