Though United carefully handles and transports our customers′ luggage, your checked baggage may show evidence of wear based on normal handling. If you believe United damaged your checked baggage, please review this page to see how to report your claim. Damaged baggage cannot be reported via email or through the website.
United is not liable for the destruction, loss or damage of any baggage caused by its inherent defect or poor quality as well as the following conditions that result from normal wear and tear:
- Minor cuts, scratches, scuffs, dents, dirt and stains
- Damage to wheels, feet or extending handles
- Damage to fragile or perishable items
- Damage because of over-packed baggage
- Loss of external locks, pull straps, security straps or zipper tabs
Reporting damaged baggage
When reporting damaged baggage, please make sure to leave your bag tags attached to your luggage.
If you’re still at the airport…
Report damaged baggage to the airport Baggage Service Office, located near the baggage claim area, immediately after your flight. A United representative will examine your damaged baggage and you will receive a file number. You may be asked to complete a damaged baggage claim form.
If you’ve left the airport…
For United-operated flights within or between the U.S., Guam, Puerto Rico and the U.S. Virgin Islands, damaged baggage must be viewed by and reported in person at the airport Baggage Service Office within 24 hours after flight arrival to be eligible for repair or replacement.
For all international flights operated by United, damaged baggage must be reported in writing or in person at the airport Baggage Service Office no later than seven days after flight arrival to be eligible for repair or replacement.
If your flight was not operated by United, please contact the airline that operated your flight.
If you have additional questions about damaged baggage, please contact the Baggage Resolution Service Center at 1-800-335-BAGS (1-800-335-2247) from the U.S. and Canada or 1-281-821-3526 from outside the U.S. and Canada.
If you've discovered that your baggage is damaged, review our visual guide below to determine what to do next.