Checked baggage issues

Our Baggage Service Commitment

At United, our purpose is customer service — we’re committed to connecting people, along with their bags, to the moments that matter most.

We understand that checked bags are a reflection of the trust you have in us to provide your personal belongings with safe travels and reliable service.

When a bag is delayed or damaged, or items are missing from your bag, it means we did not uphold that trust. We apologize that this happened and take full responsibility. We will work with you to make the situation right.

Reporting baggage issues

For flights within or between the U.S., Guam, Puerto Rico and the U.S. Virgin Islands, checked baggage issues should be reported to the airport Baggage Service Office immediately after the arrival of your flight, or by calling our Baggage Service Center at 1-800-335-2247. If you are outside of the U.S. and Canada, please call 1-281-821-3526.

For international flights, baggage issues should be reported to the airport Baggage Service Office immediately after the arrival of your flight, or in writing.

You must report damaged baggage within seven days and delayed baggage within 21 days. If you do not file a claim within the necessary time period, we will not be able to provide you with compensation.

OK, I’ve reported my baggage issue — what's next? It depends. Please review the additional information below before submitting a claim.

Damaged baggage

While we carefully handle and transport bags, your checked baggage may show evidence of wear based on normal handling. We're not liable if your bag is damaged due to:

  • Inherent defect of baggage
  • Poor quality of baggage
  • Baggage being over-packed
  • Ordinary wear and tear

United is also not liable for property that has been lost or damaged due to security screening requirements. The Transportation Security Administration (TSA) is responsible for security at airports and for reviewing all claims. If your bag or item was damaged during screening, you must file a written claim with the TSA and you should call the TSA Consumer Hotline at 1-866-289-9673.

Otherwise, please use the link below to submit a claim.

Delayed baggage

Getting updates on your bag

After you report your bag as delayed, we will begin an immediate search for your bag. While we search for your bag, you have several options to receive updates:

  • Check your phone or email — If your baggage is delayed and was not available at your final destination, you'll receive periodic text or email updates to the phone number or email address you provided.
  • Go to united.com/bagtrack.
  • Speak to a United representative at the Baggage Resolution Center.

If we're able to locate your bag within three days, you'll be contacted by phone or email (depending on your indicated preference) to schedule delivery. We'll work to schedule delivery to the location and during the timeframe that best meets your needs.

For bags still lost after three days

For bags checked June 1, 2017, or later, if we're unable to 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. The Baggage Resolution Center will contact you to process a compensation payment. We will also reimburse you for the amount you paid to check the bag.

If the value of your lost bag and its contents is more than $1,500, you may document and claim higher amounts up to the DOT required maximum of $3,500 per traveler for flights with the U.S., and applicable maximum for international flights. To do so, please use the link below.

Missing items

After you've reported your missing item, you may submit a claim using the link below.

Please note that United is not liable for property that has been lost due to security screening requirements. The Transportation Security Administration (TSA) is responsible for security at airports and for reviewing all claims. If an item went missing during screening, you must file a written claim with the TSA and you should call the TSA Consumer Hotline 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, unless a higher value is declared in advance and appropriate charges are paid. 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. Excess value may not be declared on certain types of articles. 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.