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Damaged items should be reported to and viewed by the airport Baggage Service Office immediately after the arrival of your flight, but must be viewed by and reported in writing to United Airlines no later than four hours after flight arrival for flights within or between the United States, Guam, Puerto Rico and the U.S. Virgin Islands. For all other international flights, any damaged item must be reported in writing and must be substantiated by proof of claim acceptable to United no later than seven days after the flight's arrival. For information regarding damaged items, contact the airport Baggage Service Office where the damage was reported.
In the course of normal handling, your baggage may show evidence of use. United is never liable for destruction, loss or damage that results from an inherent defect, quality or vice of the baggage. For domestic* travel, United is not liable for conditions that result from normal wear and tear such as:
- Minor cuts, scratches, scuffs, dents and soil
- Damage to wheels, feet, extending handles and items of fragile or perishable nature
- Damage as a result of over-packed bags
- Loss of external locks, pull straps or security straps
- Manufacturer's defects
* Domestic travel includes travel within or between the United States, Guam, Puerto Rico and the U.S. Virgin Islands.
Missing items from baggage should be reported to the airport Baggage Service Office immediately after the arrival of your flight, but must be reported to United Airlines in writing no later than four hours after discovery. Missing items may be reported to the United Airlines Baggage Resolution Service Center at its 24-hour, seven-day-a-week, toll-free number: 1-800-335-BAGS (1-800-335-2247). If the toll-free number is not available in your area, please call 1-281-821-3526.
Claim form for checked baggage that is missing items
For your convenience, the claim form is available for download in Adobe PDF format in English (230 KB), French (245 KB), Spanish (246 KB) and Portuguese (243 KB).
Documents may require the Adobe Acrobat reader, available for free from Adobe for Windows, Macintosh, UNIX and other platforms.
Articles lost or damaged at security checkpoints
United is not liable for property that has been lost or damaged due to security screening requirements.
The Transportation Security Administration (TSA) assumes responsibility for security at airports. TSA is responsible for reviewing all claims relating to the screening of passengers and their baggage and, with limited exceptions, will determine whether claims should be paid and in what amount. In order to protect your rights, you must file a written claim with TSA and you should call the TSA Consumer Hotline at 1-866-289-9673 for assistance.