Understanding Airline Responsibility and How to Get Your Carrier to Pay for Lost Luggage

Whether you’re just leaving on a business trip or finally returning home, lost luggage can ruin your day. Not only is lost luggage a serious inconvenience, it can also create a serious expense — if you don’t follow the right process.

Make sure that your carrier meets its airline responsibility for lost luggage when you follow these 7 steps:

1. Report Lost Luggage Immediately

2. Document Everything

3. Understand Airline Responsibility

4. Find Your Replacements

5. Elevate the Issue (When Needed)

6. Check for Credit Card Assistance

7. File Your Claim

1. Report Lost Luggage Immediately

There’s a sinking feeling that arrives when the luggage carousel stops and your bag hasn’t yet come down the chute. But, when that happens, it’s time to take action.

Go immediately to the customer assistance area, which is typically located near the baggage claim. Look for your airline’s logo, or talk to the contract agency on site — at some smaller airports, one agency represents all carriers.

The complaint should be filed with the airline that brought you to that airport. If you are on a connecting itinerary with 2 separate airlines, it’s possible that the first lost your luggage. Still, the proper process calls for you to contact the last airline that you flew with.

Give the airline as much information as possible about your luggage and your travel plans. It’s essential that you also provide good contact information. And make sure to get as much information as possible from the airline, too. Get the name of the person you spoke with, and be sure to get the right contact information.

2. Document Everything

There’s no better time to document everything that was inside your bag than the moment right after you report lost luggage. If your luggage is truly lost, you’ll eventually file a claim for reimbursement, so jot down everything that was inside your bag (toiletries and medications included) along with their estimated values — and don’t forget the bag itself.

3. Understand Airline Responsibility

When you have a lost luggage issue, there are 2 ways to look at airline responsibility. First, there are rules and regulations that govern airline responsibility, and, second, there are the actual policies — which vary airline by airline.

The rules and regulations to know include the US Code of Federal Regulations and the Montreal Convention. The US Code of Federal Regulations states that the compensation limit for lost luggage on flights wholly within the United States can be set at no lower than $3,500.

This compensation limit does not guarantee you $3,500 for lost luggage. It simply means that airlines cannot cap lost luggage compensation any lower than that.

The Montreal Convention is an international agreement signed by 126 countries. If you experience lost luggage when traveling between two countries that have signed the agreement, compensation is capped at 1,131 Special Drawing Rights, which is an International Monetary Fund asset that currently translates to just more than $1,600.

Beyond these federal and international regulations, gain an understanding of what your specific airline will do for you. Delta, for example, provides bag fee rebates and a reasonable daily expense reimbursement.

Many airlines will also provide kits for passengers who have lost luggage. These kits typically include toiletries, a T-shirt and perhaps some other items usable in a pinch. If your lost luggage cannot be found, make sure you get all the compensation allowed under both regulations and within airline policies.

4. Shop for Your Replacements

Once you leave the airport, find a store where you can buy “replacement” items for what was lost. As noted above, Delta will reimburse you for any reasonable expenses while your luggage is lost. It suggests reasonable expenses will amount to about $50 a day for the first 5 days your luggage is missing, but the airline is clear that there is no cap or limit on reasonable expenses.

There’s often a period of a time when a passenger hopes that luggage is simply misplaced rather than truly lost. Take advantage of expense reimbursement during this time period. Whether your bag is truly lost or not, this is a benefit that will soon disappear. Just make sure to keep your receipts for submission.

5. Elevate the Issue (When Needed)

Airlines will typically try to connect you with an online system where you can get information about your lost luggage. If you’re not getting the information needed from that system, don’t be afraid to elevate the issue.

Call the number provided when you first reported your lost luggage, or call a customer service number to get more information. If you have status with the airline that lost your luggage, don’t be afraid to call the status number and leverage your loyalty to get results.

If your bag is found, don’t return to the airport to get it. Almost all airlines will send someone to deliver your lost luggage as a courtesy. This is just another benefit that you should be sure to take advantage of.

6. Check for Credit Card Assistance

Many credit card companies offer travel-related benefits, including coverage for lost luggage. If you have a credit card that allows you to earn points or travel-related rewards, check and see if there’s some sort of coverage or compensation for lost luggage.

7. File Your Claim

After 2–3 weeks, if your luggage has not been found, the airline will officially classify it as “lost.” This is when you file a new claim.

Why a new claim? When you first report your lost luggage, the airline assumes it will be found. It needs identifying information and details about your itinerary. Once the luggage is officially lost, it needs details to be used for compensation.

You’ll likely fill out a form that asks for a detailed list of what was in the bag, as well as the prices of those items and their dates of purchase. The dates of purchase will be used to depreciate the items and reduce the compensation from the initial purchase price.

Anticipating Disruptions, Providing Solutions

At JTB Business Travel, we anticipate travel-related challenges on behalf of our clients so that we can help when disruptions happen — lost luggage included.

Contact us today to learn more about our common sense approach as a corporate travel agency.