Do i call the airport or airline for luggage questions

Immediate action: Reach carrier via phone, mobile app, or online chat. Provide booking reference, flight number, bag tag ID, local time of incident, and clear photos of bag and tag. Request an incident reference number and name of agent handling case.

If found while still at terminal: Proceed to ground handling or baggage services counter and request a written report plus employee badge ID. Ask staff to file a Property Irregularity Report (PIR) and give tracer code before leaving premises. Most carriers expect PIR submission within 7 days for domestic sectors and within 21 days for international sectors to preserve claim eligibility.

Documentation to keep: Retain boarding pass stub, copies of bag tags, receipts for high-value items, photos showing damage or missing contents, and any repair estimates. Scan or photograph all paperwork and attach when submitting a claim via carrier portal or by email. Include bank details, itemized list with purchase dates, and original prices.

Timelines and compensation: Expect initial carrier acknowledgment within 48–72 hours; tracing updates often arrive within 7–21 days. For international routes, liability follows Montreal Convention limits: current cap for baggage loss/damage is 1,288 SDR per passenger (verify current SDR-to-USD rate). Domestic compensation and processing times vary by carrier contract and national rules.

Escalation path: If satisfactory outcome is not provided within 30 days, escalate to carrier complaints department, then file a claim with national aviation regulator or consumer protection agency, supplying PIR number, all correspondence, and proof of value. Use credit card insurance or independent travel insurer for high-value claims if carrier reimbursement is delayed or denied.

Quick checklist: booking reference; flight number; bag tag ID; PIR/tracer code; photos; receipts; agent names; timestamps; claim submission confirmation.

Contact carrier or terminal about bags?

Contact carrier customer-service first via phone number or online portal shown on booking confirmation for size limits, weight allowances, excess-fee schedules, permitted-item lists, and claim initiation after mishaps.

Report missing item at carrier desk inside terminal before leaving arrivals area; complete Property Irregularity Report (PIR) at that moment and obtain reference ID. File official delayed-item claim within 21 days; submit lost-item claim if bag not returned after 21 days.

For visible damage, photograph affected areas at point of pickup, request damage record from carrier agent, then submit claim within 7 days with photos, repair estimate, bag tag, boarding pass, and any receipts for immediate repairs.

When to reach carrier

Use carrier channels for fare-class baggage allowances, oversized/overweight fees, prepaying extra weight online (often cheaper than counter rates), special-item transport (sports gear, musical instruments), reimbursement of essential-item purchases during delays (keep all receipts), and tracking via carrier claim ID or baggage-tracking number.

When to reach terminal services

Contact terminal lost-and-found desk for items left in check-in, security, or gate areas; provide flight number, date/time, seat row, detailed item description, and bag tag number. For items found after leaving terminal, terminal operator may hold property for a limited retention period, so record reference number and follow up via email or web form.

For wet-weather gear while handling ground transfers, consider a compact umbrella from best umbrella shop vancouver to protect contents and receipts during claim processing.

Who to contact about checked-baggage allowances, fees and weight limits

Contact carrier’s official checked-baggage policy page and confirm allowance, fee schedule, weight limits tied to booking reference and fare class.

Use Manage Booking section on booking confirmation email or carrier app to view exact checked-bag allowance and prepaid-fee options.
Use baggage calculator available on many carrier sites: enter origin, destination, fare code, number of checked pieces to get precise limits and fees.
If booking made via third-party travel agent or online travel agency, contact reseller directly; many resellers restrict changes through carrier channels.
At terminal, present booking confirmation at ticket counter or baggage desk when needing immediate adjustment, overweight payment, or damaged-item report.
Typical numeric benchmarks:
- Piece concept common: 23 kg (50 lb) weight limit per checked piece and 158 cm (62 in) linear size limit.
- Overweight bands: 23–32 kg (50–70 lb) usually triggers overweight surcharge; above 32 kg (70 lb) may be rejected on passenger flights or require cargo handling.
- Common US domestic prepaid fees: ~$30 first checked piece, ~$40 second piece on standard economy fares; exemptions apply via elite status, premium cards, or certain fare classes.
Piece-based vs weight-based systems: check whether carrier uses piece allowance (count of bags) or weight allowance (total kilos per passenger); mismatches cause unexpected fees.
When upgrade, status, or fare-type entitles extra allowance, confirm entitlement using Manage Booking and retain digital proof (screenshot of allowance page, updated itinerary showing included checked pieces).
Paying online before arrival usually cheaper than paying at ticket counter; compare prepaid rate versus counter rate shown during web check-in.
Keep receipts, baggage tags, and photographs of bag dimensions and weight until refund or claim process completes; reference numbers improve outcomes with carrier customer service.

Who handles lost, delayed or damaged checked bags and how to start a claim

File a Property Irregularity Report (PIR) at baggage service office immediately upon arrival and submit an online claim via operating carrier’s claim portal within published deadlines; use best luggage key lock to secure checked bags.

Responsibility for checked bags rests with operating carrier shown on ticket. For international flights covered by Montreal Convention liability limit equals 1,288 SDRs per passenger for loss or damage. Damage complaints require submission within 7 days from receipt. Delay complaints require submission within 21 days from date bags were made available or should have arrived. For domestic travel consult carrier’s contract of carriage for specific limits and timeframes.

Documentation required: PIR reference, boarding pass, tag stub, completed claim form, dated photos showing damage, original purchase receipts or proof of value, serial numbers, repair estimate, and receipts for emergency purchases such as toiletries or clothing. Upload scanned copies when using online portals and keep originals until claim closes.

Operational steps: report missing or damaged checked items at baggage office before leaving arrivals area; if items surface later submit claim through carrier website using PIR number and keep claim reference. Use concise itemized lists when describing contents, include proof of ownership, and avoid placing valuables like electronics or jewelry in checked items unless declared and covered under excess valuation option.

If settlement offer is unsatisfactory escalate to national enforcement body identified in carrier’s contract or pursue civil remedy in jurisdiction allowed under Montreal Convention or local law; statute of limitation under Montreal Convention equals two years. Also file claims with travel insurer and credit card benefits program where applicable, attaching carrier claim reference and receipts.

When to contact terminal lost-and-found versus carrier baggage services

Report items left inside gates, security checkpoints, lounges, shops, curbside or on boarding bridges to lost-and-found; report missing, delayed, damaged, or destroyed checked bags to carrier baggage services and complete a Property Irregularity Report (PIR) at arrival.

Immediate steps

If an item was left in a public area inside terminal (gate seats, lounge, restroom, concession, security area), go straight to lost-and-found desk at that terminal or use terminal online lost-and-found form. Provide exact location, time, item description, last-known photo, and contact phone or email.

If a checked bag did not arrive with passenger on carousel, or bag shows obvious damage on retrieval, proceed to carrier baggage service desk located in arrival hall adjacent to carousels. Present boarding pass and bag tag, obtain PIR reference, keep a copy of PIR and any receipts for emergency purchases.

Evidence and timeframes

For damage claims, notify carrier baggage service in writing within 7 days of bag receipt. For delayed items, register delay with carrier and open claim; international rules commonly allow up to 21 days from expected arrival before a bag is treated as lost. Hold periods for found items at terminal vary by facility (typical range 7–60 days); check terminal lost-and-found policy online.

Scenario	Primary contact	Where to report	Minimum required evidence	Typical response window
Item left in gate, lounge, restroom, shop, curbside	Terminal lost-and-found	In-person desk or terminal lost-and-found online form	Description, location, time, photo, contact details	Initial acknowledgment 24–72 hours; hold 7–60 days depending on terminal policy
Checked bag missing at carousel	Carrier baggage services	Service desk at arrival; carrier website or baggage office	Boarding pass, bag tag number, PIR reference	Delivery attempts 24–72 hours; unresolved cases may take days to weeks; bag considered lost after ~21 days (international)
Bag damaged on arrival	Carrier baggage services	Service desk at arrival; carrier claims portal	Photos of damage, boarding pass, bag tag, receipts for valuables	File notification within 7 days; settlement timelines vary by carrier
Item stolen from vehicle, shuttle, or inside terminal after leaving arrival area	Terminal lost-and-found plus local law enforcement	Security office or police station and lost-and-found desk	Police report, photos, receipts, parking/shuttle ticket if available	Law enforcement response variable; lost-and-found hold periods apply if item recovered

Which number to use for carry-on disputes, gate-checking and boarding tags

Contact gate-agent desk phone displayed at departure gate or phone number printed on boarding pass or carrier app for carry-on size disputes, gate-checking requests and boarding-tag corrections.

Primary contact at gate

Use gate-agent desk phone as first point of contact. Ask agent for supervisor name and badge/employee ID, note timestamp and record any reference number provided. Photograph bag, boarding pass and any printed tag before gate-checking begins. If agent issues a gate-check tag, retain paper tag and any receipt handed over.

Escalation steps and numbers

If gate agent cannot resolve, use station operations or ground handling phone listed in carrier app or on carrier website local-station page. For incorrect boarding-tag routing, visit on-site baggage service office in arrival hall immediately after deplaning and present tag photo plus boarding pass. If on-site desk issues report number, include that number when contacting central customer relations via app chat or dedicated customer phone. Always provide flight number, seat, agent name, images of tags and boarding pass, and request written confirmation or reference code; expect initial email update within 7–14 calendar days for most domestic incidents, with longer timelines for international cases.

Who to Notify About Prohibited Items, Security Holds or TSA Inspections

Notify TSA checkpoint officer and local law enforcement immediately when prohibited item discovered or security hold issued.

Immediate steps at checkpoint

Request supervisor name and badge number and obtain written receipt for inspection or seizure. Photograph item, packaging and screening area; record time, screening lane identifier, flight number, bag tag number, passenger name and ID. Preserve original packaging and any purchase receipts.

If item appears illegal or hazardous, request on-scene law enforcement response and retain incident report number plus responding officer badge information.

Follow-up and appeals

Submit security complaint or property inquiry via TSA Contact Center online form at https://www.tsa.gov/contact and attach inspection receipt number, photos, purchase proofs, serial numbers, travel date, screening location and passenger ID. For medical devices or medications, contact TSA Cares at 855-787-2227 or via tsa.gov to arrange screening assistance or case review.

If inspection caused damage to bag or contents, file damage claim with transport operator and attach inspection receipt and photos. If item confiscation appears improper, request written disposition from screening supervisor and escalate through TSA online portal or DHS FOIA channels. Retain all paperwork and incident numbers until matter reaches final resolution.

How to escalate a baggage complaint: required documents, timelines and regulator contacts

Submit a written claim to carrier within 7 days for damaged items, within 21 days for delayed items, and retain original boarding pass, ticket/PNR, checked tag stub, itemized receipts and timestamped photos.

Required documents

Boarding pass and reservation number (PNR)
Checked tag stub(s) or gate tag receipt
Completed carrier claim form (keep copy)
Timestamped photos showing damage, stains or missing contents
Original purchase receipts or acceptable market-value estimates
Professional repair estimates or invoices
Police or security report for suspected theft
Passport or government ID copy for international trips
Proof of any interim expenses (receipts for essential replacement items)
All correspondence with carrier including reference numbers and timestamps

Timelines, limits and escalation steps

International travel governed by Montreal Convention: written notice within 7 days for damage, 21 days for delay; legal action period 2 years; liability cap 1,288 SDRs per passenger (SDR value varies).
Domestic contract-of-carriage rules differ widely: many carriers expect on-site irregularity report and written claim within 24–48 hours for items discovered missing at gate; always verify carrier contract of carriage for exact deadlines.
If carrier fails to provide substantive response within 30 days of claim submission, lodge complaint with national consumer protection agency or civil aviation authority; include claim reference number and full document set.
When filing with regulator, attach chronological timeline, copies of all documents listed above, requested remedy amount, and evidence of follow-up attempts with carrier.
For denied claims: request detailed liability calculation from carrier, evaluate small-claims court for amounts under regional threshold, or retain counsel experienced in aviation disputes for larger claims.
Keep originals safe and upload scanned copies to cloud storage with timestamped filenames; insurers and regulators often require legible digital copies.

United States: Department of Transportation – Air Consumer Protection: https://www.transportation.gov/airconsumer
European Union: European Commission passenger rights and national enforcement bodies: https://ec.europa.eu/transport/themes/passengers/air_en and https://ec.europa.eu/consumers/odr
United Kingdom: Civil Aviation Authority – consumer protection: https://www.caa.co.uk/consumers
Canada: Canadian Transportation Agency – air passenger protection: https://otc-cta.gc.ca/eng
Global directory of national civil aviation authorities and treaties: https://www.icao.int

Photograph stains within 24 hours and document cleaning or repair attempts; for guidance on removing vomit stains from carpeted fabric items consult how to clean cat puke off carpet to support realistic repair-cost estimates and timeline for restoration.

FAQ:

Who should I call first if my checked bag didn’t arrive at my destination?

Call the airline. The carrier that issued your boarding pass is responsible for tracking checked baggage and opening a missing-baggage report. At the airport, go to the airline’s baggage office or customer service desk and ask them to create a Property Irregularity Report (PIR) or similar record; get the reference number and keep copies of your boarding pass and bag tag. If you’re already away from the airport, use the airline’s phone line or mobile app to report the problem and follow their tracking instructions. The airport lost-and-found handles items left in the terminal, not bags that were checked onto a flight, so contact them only if you think you left something in the gate area or baggage claim area after deplaning.

Who sets baggage fees and size/weight limits — the airport or the airline?

Airlines set fees and rules for checked and carry-on baggage. Check the carrier’s website or call their customer service to find precise limits, allowed weights, and charges. Some airports provide self-service kiosks for printing bag tags or paying fees, but the fee structure and size limits come from the airline operating the flight, including for codeshare or connecting segments.

If a gate agent says my carry-on is too large, should I talk to the airport or the airline?

Talk to the airline staff at the gate. Gate agents enforce the airline’s carry-on policy and decide whether an item must be gate-checked. If security screening staff identify a prohibited item or confiscate something, contact the screening authority at the checkpoint (for example, TSA in the United States) or the airport’s screening desk. If your bag is damaged during screening or while being gate-checked, report the damage to the airline’s baggage office before you leave the airport so they can start a damage claim and provide documentation.