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Checked baggage issues

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 bag is delayed or damaged, or there are items missing, it means we didn’t follow through on that trust. We’re sorry that happened and want to work together to make things right.

Reporting issues with your bag

It’s important you report any issues and file a claim within the time periods listed below. If you don’t, we won’t be able to compensate you.

If you’re still at the airport

If you notice any issues with your checked bags and you’re still at the airport, report it to the Baggage Service Office immediately. The office should be near the baggage claim area. We’ll examine the bag and give you a file number, and you also may have to complete a form.

If you’ve left the airport

For flights within the U.S., including Guam, Puerto Rico and the U.S. Virgin Islands

Report any issues with your checked bag to the Baggage Service Office at the airport. You should do this within 24 hours after you arrive.

For international flights

Report any issues with your bag to the Baggage Service Office at the airport within seven days of arrival, or 21 days if your bag is delayed. You can also report any issues in writing.

Other helpful information

If we didn’t operate your flight, please contact the airline that did. They’ll be able to help you with any issue with your bags.

If you have any more questions, you can also call our Baggage Service 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 bag — what's next?

It depends. Review the information below before you submit a claim.

Damaged bags

It’s possible your checked bag shows signs of wear 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 these things apply to your situation, use the link below to submit a claim.

Delayed bags

Getting updates on your bag

As soon as you report your bag delayed, we’ll start searching for your bag. You’ll have a few options to get updates while we search for your bag:

If we can’t find your bag within three days we’ll reach out to you by phone or email and try to schedule a delivery that works best for you

For bags still lost after three days

If we can’t find your bag after three days, we'll pay you $1,500 for the value of the bag and its contents without requiring any documentation. We'll also reimburse you for the amount you paid.

If the value of your lost bag and its contents is more than $1,500, you can document and claim a higher amount. The most you can claim is $3,500 for flights within the U.S. There are different maximums for international flights. Use the link below to submit a claim.

Missing items

You can use the link below to submit a claim after you’ve reported your missing items.

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.

Submit a claim

Check the status of a claim

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 $3,500 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 1,131 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.