Who is Chargerback, and why are they contacting me about my lost item?
United works with Chargerback to help return lost items to our customers. Chargerback provides the technical support, but United actually handles the lost item requests.
I submitted the lost items form, but I haven’t heard anything yet. How can I get an update?
We send a confirmation email when a customer files a report and follow up with email updates 2, 5, 15 and 30 days after a lost item is reported. The email is sent from a third-party vendor called Chargerback. If you haven’t received any emails, you may want to check your email account’s junk or spam folder and confirm that you correctly entered the email address in your original submission. If you’re using a business email address, please note that our emails may be blocked by your company’s firewall. You may want to consider re-submitting the lost items form using a personal email address.
How do I know you are looking for my item?
We will send a series of emails with updates on your request. If we find your item, we will send an email asking for more information about your lost item or confirming what you would like us to do with your recovered item.
Why did I get an email asking me for more information? Does this mean you found my item?
If the lost article report you filed does not include enough information, we will send an email with a link to update the lost article report with additional details.
For example, if you submit a report stating that you lost an iPad, we may not be able to determine which recovered iPad is yours. The more details you are able to provide, such as the color of the case or the serial number and password, the more likely it is that we’ll be able to match your lost item description to one of the items we have recovered.
How long will you search for my item?
We actively search for 30 days. If we don’t find your item during that time frame, you will receive an email letting you know we didn’t find it.
How will I know if you find my item?
We will send you an email to let you know that we found your item and to provide instructions on how you can retrieve it. If we think we may have your item but need a few more details, we will 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 will call you if we find your item. Due to the large volume of reports, we are unable to call you with regular status updates.
I lost something that is really important and extremely valuable to me. Can I call someone to request special attention for my report?
Everyone who reports a lost item wants to find what they’ve lost, and we want to be able to return all of those items. Due to the large volume of lost article reports, we’re unable to personally speak to customers about their particular reports.
What can I do to increase the chances of finding my item?
Complete the online form through the link provided on this page as soon as possible. Lost items reported within five days have a greater chance of being recovered. Please provide a detailed description, including brand, color, size and distinguishing features, and a serial number or login and password combination for electronic devices.
For example, if you are missing a coat, we recommend including more than just the color in the description by noting the brand, size, interior and exterior colors and whether there was anything in the pockets.