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We understand leaving something on board our aircraft can make you feel stressed, upset, or even helpless. That’s why we make every effort to return lost items to you.
Fill out a form
If you leave something on board our aircraft, we recommend you fill out this form. Make sure you provide a detailed description of the lost item, including the brand, color, size and any distinguishing features. For example, if you’ve lost your laptop, provide the serial number for it.
After you submit the form, we’ll send you a confirmation email with a tracking number. We know you’ll be eager for answers, but we ask you don’t send a separate email.
If we find your lost item, we’ll send an email with simple instructions on how to get it back. We’ll also send an email if we can’t find your lost item within 30 days.
Other lost items
If you’re missing something and didn’t leave it on board our aircraft, you have a few options:
- Visit our page about delayed bags if your bags haven’t arrived to your destination yet
- Visit our page about missing items from checked bags if you’re missing something from a checked bag
- Contact the TSA at 1-866-289-9673 or on their website if you leave something at a TSA security checkpoint
Who is Chargerback, and why are they contacting me about my lost item?
We work with Chargerback to help return lost items to our customers. Chargerback provides the technical support, but we handle the lost item requests.
I submitted the form but haven’t heard anything yet. How can I get an update?
We’ll send a confirmation email after you submit the form. We’ll also send email updates two, five, 15 and 30 days after you report the lost item. A third-party vendor called Chargerback sends this email.
If you haven’t received an email, you may want to check your junk or spam folders and confirm you correctly entered the email address in your original form. If you’re using a business email address, your company’s firewall may block our email. In that case, consider submitting the form again using a personal email address.
How do I know you're looking for my item?
We’ll send you a series of emails with updates on your request. If we find your item, we’ll send an email asking for more information about it or confirming what you’d like us to do with it.
Why did I get an email asking me for more information? Does this mean you found my item?
If the form you submitted doesn’t include enough information, we’ll send an email with a link to update it with additional details.
For example, if you submit a form saying you lost an iPad, we may not be able to determine which iPad we found is yours. If you’re able to provide more details, like the color of the case or the serial number, we’ll be more likely to match the description of your lost item to one of the items we find.
How long will you search for my item?
We’ll actively search for your item for 30 days. If we don’t find it during that time, we’ll send you an email letting you know we didn’t find it.
How will I know if you find my item?
We’ll send you an email to let you know we found it. We’ll also include simple instructions on how to get it back. If we think we may have your item but need a few more details, we’ll send an email or call you.
I don’t have an email address. How will you contact me if you find my lost item?
If you don’t have an email address, we’ll call you if we find your item. Due to the large number of lost items, we can’t call you with regular status updates.
I lost something that’s important and extremely valuable to me. Can I call someone to request special attention for my report?
We understand some things may hold more value – whether it’s sentimental or physical – than others. Although we’ll do our best to return your lost item, we’re unable to personally speak to you about it because of the large number of lost items.
What can I do to increase the chances of finding my item?
We recommend you complete our form by using the link above as soon as possible. If you report your lost item within five days, we’ll have a better chance of finding it.
Make sure to provide a detailed description of the lost item. For example, if you’re missing a coat, tell us the color, brand, size and whether there was anything in the pockets.
What if I lose cash?
If we find cash on board or in the terminal, we may convert it into one or more prepaid cards. Prepaid cards allow us to quickly and safely return the money to its rightful owner.