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}
Dec 13, 2013, 6:48 pm
#1
Original Poster
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Consolidated UA Lost/Delayed Baggage Issues {Archive}
I seem to have poor luck with bags making connections, particularly international ones in SFO and/or CDG, despite being on time and intentionally planning for a minimum of 2 and up to 4 hours of connection time. I'd say my bag is delayed in 1/3 of those situations. That can't be average... I never check a bag unless I have to, but this time it was expanded, stuffed with Christmas gifts from VIE and CDG.
Case in point: Yesterday, CDG-SFO-PDX. Arrive SFO at 12:20, flight to PDX leaves at 3:26. TONS of time for my bag to make the connection. Arrive in PDX, no bag. Baggage folks look at the record and say that, to their confusion, the bag was attempted to be put on a flight to EUG multiple times - and duly taken off multiple times. They don't, however, know where it is at the moment. Given reference link etc.
I finally get word (from calling and demanding - the online reference check NEVER updated once) that it's on a flight this morning that left at 7 something - the second flight of the day from SFO-PDX. And let's be clear, there were 4 other SFO-PDX flights yesterday it could have made. Instead, it was put on it's 7th opportunity, including the original one it should have made.
I don't get it. What's really happening on the ground? Doesn't someone go, "Oh look, the tag says PDX - not EUG. We should probably send this over to the PDX flight [It was a UX flight as well]. What, you say? We missed that intended one? Okay, let's put it on the very next one out." But clearly that doesn't happen. And it doesn't even make it on the first flight out this morning. It's at SFO the entire time, who knows where and who knows with whom. What gives? What's really happening / not happening? Why is it taking so long?
Delayed baggage can be really, truly frustrating, and the seeming lack of urgency / priority / etc. just adds to it. I'll admit I'm particularly sensitive to it, but with good reason, given a completely lost bag (never turned up) 3 years ago.
Case in point: Yesterday, CDG-SFO-PDX. Arrive SFO at 12:20, flight to PDX leaves at 3:26. TONS of time for my bag to make the connection. Arrive in PDX, no bag. Baggage folks look at the record and say that, to their confusion, the bag was attempted to be put on a flight to EUG multiple times - and duly taken off multiple times. They don't, however, know where it is at the moment. Given reference link etc.
I finally get word (from calling and demanding - the online reference check NEVER updated once) that it's on a flight this morning that left at 7 something - the second flight of the day from SFO-PDX. And let's be clear, there were 4 other SFO-PDX flights yesterday it could have made. Instead, it was put on it's 7th opportunity, including the original one it should have made.
I don't get it. What's really happening on the ground? Doesn't someone go, "Oh look, the tag says PDX - not EUG. We should probably send this over to the PDX flight [It was a UX flight as well]. What, you say? We missed that intended one? Okay, let's put it on the very next one out." But clearly that doesn't happen. And it doesn't even make it on the first flight out this morning. It's at SFO the entire time, who knows where and who knows with whom. What gives? What's really happening / not happening? Why is it taking so long?
Delayed baggage can be really, truly frustrating, and the seeming lack of urgency / priority / etc. just adds to it. I'll admit I'm particularly sensitive to it, but with good reason, given a completely lost bag (never turned up) 3 years ago.
Dec 14, 2013, 3:17 am
#2
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Did you pickup the bag at SFO and take it through customs? From your description it sounds like you checked it at CDG and were just expecting it to appear at PDX.
If you did pick it up at SFO, do you know at about what time you dropped it off again for the PDX flight?
If you did pick it up at SFO, do you know at about what time you dropped it off again for the PDX flight?
Dec 14, 2013, 5:24 am
#3
Join Date: Oct 2012
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....another mystery on FT solved, and no need for a new puppy each Christmas
Dec 14, 2013, 5:33 am
#4
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Dec 14, 2013, 6:19 am
#5
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Next?
Dec 14, 2013, 10:50 am
#6
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That would save a couple of steps in the transfer process and increase the odds of the bag being on your connecting flight.
I've actually done this at SFO and it's worked like a charm. Also provides time for repacking after a shower in the arrivals lounge.
Dec 14, 2013, 1:39 pm
#7
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To be fair, I think UA has gotten quite a lot better at tracking the bags. I feel like I see them scanning them a lot more frequently and the granularity of tracking them has gotten much better.
As for the delay in forwarding them, I don't know what happens. They seem to sometimes stick them in random lockers and forget about them. I would say that UA's top talent does not end up in the baggage offices.
As for the delay in forwarding them, I don't know what happens. They seem to sometimes stick them in random lockers and forget about them. I would say that UA's top talent does not end up in the baggage offices.
Dec 14, 2013, 1:49 pm
#8
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Next time, why not try taking the baggage tag off in the customs hall, then exit like an arriving pax with no connection, take your bag to the domestic check-in counter in Terminal 3, and hand it over there?
That would save a couple of steps in the transfer process and increase the odds of the bag being on your connecting flight.
I've actually done this at SFO and it's worked like a charm. Also provides time for repacking after a shower in the arrivals lounge.
That would save a couple of steps in the transfer process and increase the odds of the bag being on your connecting flight.
I've actually done this at SFO and it's worked like a charm. Also provides time for repacking after a shower in the arrivals lounge.
I'm also curious about the process of when a bag "isn't where it's supposed to be"
Dec 14, 2013, 2:16 pm
#9
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When doing to bag transfer after customs, there is a baggage handler who scans the bag as you give it too them. I'm not sure how rechecking the bag at the domestic terminal would be any different.
I'm also curious about the process of when a bag "isn't where it's supposed to be"
I'm also curious about the process of when a bag "isn't where it's supposed to be"
Dec 14, 2013, 2:24 pm
#10
Join Date: Oct 2007
Location: BOS
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And its for these reasons that so many of us prefer not to check bags.. and so we become gate lice making sure to board in time to stuff our bags into the overhead... Bag delayed in route, though infrequent, is very annoying given situations like this. It's great that the bags are scanned and can be found in the UA system. But it would also be great to convey that to the pax, without the need for repeated calls because other tools are useless. And it would hurt much less if the bag simply made it on the next flight - there have been times (well, in the past, when there simply were more flights) when I'd have been happier just waiting a few hours at the airport to get my bag and be done with it rather than play this game.
The only explanation for the ground behavior that makes sense is that they are under staffed and as a result just don't care. Now the guy at the bottom of the bag ramp is going to get a beep when the destination for which the bag is tagged does not match the flight he's loading, and put it back on the cart, but what then? You sort of feel like maybe it just sits there unless someone happens to notice...
The only explanation for the ground behavior that makes sense is that they are under staffed and as a result just don't care. Now the guy at the bottom of the bag ramp is going to get a beep when the destination for which the bag is tagged does not match the flight he's loading, and put it back on the cart, but what then? You sort of feel like maybe it just sits there unless someone happens to notice...
Dec 14, 2013, 3:02 pm
#11
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Here's another reason for the long delay in getting the bag beyond SFO: weight restrictions on UX aircraft, which run full and have lots of bags full of Christmas presents these days.
Dec 14, 2013, 3:04 pm
#12
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LOL its no mystery. When you pay the absolute minimum to the ramp personnel and continually replace UA employees with contractors (who could care less) I am abosutley shocked it doesn't happen more often!
When a bag gets on the cart for the wrong plane it is sent back to the central distribution area - and what happens next makes all the difference. If it is someone who cares who takes a look at it then it will get on the next flight to the destination - if it isn't then it can take a while - and esepcially if it is on an express flight - that are constantly weight restricted these days - especially in winter (because the yload extra fuel). I do agree that tracking is much better than it used to be - unfortunately better visibility doesn't improve perofrmance....
When a bag gets on the cart for the wrong plane it is sent back to the central distribution area - and what happens next makes all the difference. If it is someone who cares who takes a look at it then it will get on the next flight to the destination - if it isn't then it can take a while - and esepcially if it is on an express flight - that are constantly weight restricted these days - especially in winter (because the yload extra fuel). I do agree that tracking is much better than it used to be - unfortunately better visibility doesn't improve perofrmance....
Dec 14, 2013, 4:23 pm
#13
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I appreciate the consideration of weight restrictions. Theoretically that could indeed happen. Would they deprioritize a "Priority" checked bag on a full fare Y ticket, having flown in on a D fare biz class ticket CDG-SFO? They probably shouldn't, but I'm guessing that sort of thing doesn't come into play when deciding which bags make it and which don't - but correct me if I'm wrong.
However, I will point out that of the 7 opportunities my bag had to get from SFO to PDX, only 3 of 7 were UX - the rest were mainline. Unless there is something about the fact that I had originally booked on UX, so they had to find the next non-weight restricted opportunity on UX, which could have been the flight it made it on (which was, in fact, a UX flight it turns out - the 3rd of the three opportunities I mention...)
bmwe92fan, I'm guessing you're probably closest. Just depends on whether someone decides to notice and care. Which isn't really acceptable, unfortunately.
However, I will point out that of the 7 opportunities my bag had to get from SFO to PDX, only 3 of 7 were UX - the rest were mainline. Unless there is something about the fact that I had originally booked on UX, so they had to find the next non-weight restricted opportunity on UX, which could have been the flight it made it on (which was, in fact, a UX flight it turns out - the 3rd of the three opportunities I mention...)
bmwe92fan, I'm guessing you're probably closest. Just depends on whether someone decides to notice and care. Which isn't really acceptable, unfortunately.
Dec 16, 2013, 2:21 pm
#14
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Bag goes for transatlantic record
A friend of mine flew from Newark to Shannon on Friday night. Unfortunately his bag didn't. 27 hours after he landed, they finally located his bag — in Paris CDG. He still hasn't got it. 
They think it may have gone back to Newark, and are suggesting (but not promising) that it could reach Shannon tomorrow morning (Tuesday). Or perhaps not. 
They think it may have gone back to Newark, and are suggesting (but not promising) that it could reach Shannon tomorrow morning (Tuesday). Or perhaps not.
Dec 16, 2013, 2:31 pm
#15
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A friend of mine flew from Newark to Shannon on Friday night. Unfortunately his bag didn't. 27 hours after he landed, they finally located his bag — in Paris CDG. He still hasn't got it. They think it may have gone back to Newark, and are suggesting (but not promising) that it could reach Shannon tomorrow morning (Tuesday). Or perhaps not.
They think it may have gone back to Newark, and are suggesting (but not promising) that it could reach Shannon tomorrow morning (Tuesday). Or perhaps not. 