If your checked bags are delayed, lost, damaged or missing items, we want to make things right. Learn how to report bag issues and request reimbursement. You can also track your bags in real time with our bag tracker tool or in the United app.
After you report the issue, you'll receive a file reference number that ends in M (for example: ORD12345M). You can schedule a pickup or set up free bag delivery.
In some cases where a bag is delayed over 12 hours, we give an automatic bag fee refund. We’ll automatically refund bag fees if:
To learn more about automatic refunds view our policy.
Yes, we’ll cover any reasonable and necessary purchases of clothing and toiletries if your bag is delayed and you’re away from home. Reimbursement is based on several factors, including the length of time you were without your luggage.
To file a reimbursement claim, you must provide dated receipts that show purchased items and costs.
Reimbursement for expenses will be based upon acceptable proof of claim. Contact the Baggage Recovery Center for more information.
For travel within or between the United States, Guam, Puerto Rico and the U.S. Virgin Islands, United's liability for loss of, damage to, or delay in delivery of a passenger's checked baggage is limited to $4,700 per ticketed passenger with a checked bag. In accordance with 14 CFR Part 382, the above limit of liability does not apply for loss, damage or delay of wheelchairs or other assistive devices. United assumes no liability for high-value, fragile, or perishable items carried in connection with domestic travel. For a complete list of excluded items, see the terms in our Contract of Carriage.
For international travel to which the Montreal Convention applies, liability for loss, delay, or damage is limited to 1,288 Special Drawing Rights (SDR) per passenger for checked and unchecked baggage. Exchange rates are available at www.IMF.org.
For international travel to which the Warsaw Convention applies, liability for loss, delay, or damage to baggage is limited to $20 per kilogram (approximately $9.07 per pound) up to $640 for checked baggage, and $400 per passenger for unchecked baggage.