Issues with your checked bags
We’re all about connecting you — and your belongings — to the moments that matter most.
We know you count on us to handle your bags with care. If your bags are delayed or damaged, or there are items missing, it means we didn’t follow through on that trust, which is why we want to work together to make things right.
Reporting issues with your bag
If you’re still at the airport
If you’ve left the airport
If something is wrong with your checked bags, use this link to see the current status of your bag or open a claim to tell us how we can help. You can also go to the Baggage Service Office near the baggage claim area. There we’ll search for your bag status and give you a file number which will be formatted like this: IAH12345D.
For flights within the U.S., including Guam, Puerto Rico and the U.S. Virgin Islands
You should return to the airport or call the Baggage Recovery Center within 24 hours of your arrival.
For international flights
Other helpful information
If your last trip itinerary involved flying on multiple airlines, and we didn’t operate the last leg of your flight, please contact the airline that did. They’ll be able to help you with any issues with your bags.
If you have any questions, you can also call our Baggage Recovery Center at 1-800-335-2247. If you’re outside the U.S. or Canada, call 1-281-821-3526.
You’ve reported an issue with your bags — what's next?
It’s possible your checked bags show signs of wear and tear because of normal handling. We're not liable if you have a damaged bag because of:
- An existing defect with the bag
- The bag’s poor quality
- Overpacking the bag
- Ordinary wear and tear
The Transportation Security Administration (TSA) is responsible for security at airports. If your items were damaged because of security screening requirements, please file a written claim with them. You can also call the TSA Contact Center at 1-866-289-9673.
If none of the details outlined above apply to your situation and you have reported the issue at the airport and have a file number, submit a claim below. Please note, submitting a claim without an airport assessment may result in your claim being denied.
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.
Getting updates on your bags
As soon as you report your bags as delayed, we’ll start searching for them. You’ll have a few options to get updates while we conduct our search:
- Receive text or email updates to the contact information you gave us
- Go to united.com/bagtrack
- Talk to a United representative at the Baggage Recovery Center
Please hold on to the file number you received when you reported the issue, also called the baggage file reference number, as you might need it later.
For bags still lost after five days
If we’re unable to find your bags after five days, we’ll pay you $1,500 per bag for the value of the bags and its contents without requiring documentation. This includes any fees you paid to check your bags. Contact us at the Baggage Recovery Center to get this process started:
- 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
If the value of your lost bags and their contents is more than $1,500, you can submit a claim form with documentation and receipts to claim up to $3,800 for domestic U.S. flights. This maximum value is $1,900 for international flights.
Missing items from your bags must be reported before submitting a claim below.
The Transportation Security Administration (TSA) is responsible for security at airports. If your items went missing because of security screening requirements, please file a written claim with them. You can also call the TSA Contact Center at 1-866-289-9673.
Notice of baggage liability limits
For domestic travel between points within the United States (except for domestic portions of international journeys), United's liability for loss of, damage to, or delay in delivery of a passenger's checked baggage is limited to $3,800 per ticketed passenger. 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 or at our website, united.com. For international travel to which the Montreal Convention applies, liability for loss, delay, or damage is limited to 1,288 SDR per passenger for baggage, whether checked or unchecked. 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, and $400 per passenger for unchecked baggage.