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Damaged baggage should be reported to and viewed by the airport Baggage Service Office immediately after the arrival of your flight, and must also be viewed by and reported in writing to United Airlines no later than 24 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 baggage 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 baggage, contact the airport Baggage Service Office where the damage was reported. If you have additional questions about damaged baggage, please contact the Baggage Resolution Service Center at 1-800-335-BAGS (1-800-335-2247) within the U.S. and Canada or 1-281-821-3526 from outside the U.S. and Canada.
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, security straps or zipper tabs
- Manufacturer's defects
* Domestic travel includes travel within or between the United States, Guam, Puerto Rico and the U.S. Virgin Islands.
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.