Michael Turner
Report the issue at the airline’s baggage service desk before leaving the terminal and obtain a Property Irregularity Report (PIR) number; keep boarding pass and checked-bag tags as proof. Airlines usually log incidents into WorldTracer or a similar system–record the PIR code and the name of the agent who helped you.
Provide a precise inventory with itemized values and original receipts for high-value contents. Describe the container clearly: brand, model, dominant color, approximate dimensions, weight, distinctive marks, and any unique straps or stickers. Take timestamped photos of both exterior and interior and retain all original purchase invoices and warranties.
Use the PIR reference to monitor the carrier’s tracking portal. If the bag remains unrecovered 21 days after the scheduled arrival date, submit a written claim to the carrier including PIR, flight number, travel dates, passenger contact details, a signed inventory with values, copies of receipts and photos, and bank details for reimbursement. Under the Montreal Convention liability for checked items is limited to 1,288 SDR (about $1,700 as of mid‑2024).
Keep every receipt for emergency purchases (toiletries, underwear, essential clothing) and attach them to your claim. For damaged items file a written complaint within seven days of receipt. Note that the limitation period for legal actions under the Montreal Convention is two years from the date of arrival.
If the carrier’s written response is unsatisfactory, escalate to the national civil aviation authority, submit a claim through your credit-card travel protection or insurer, or pursue a small-claims action; include PIR, all correspondence, and documentary proof. For future travel declare high-value articles at check-in or buy trip/baggage insurance that covers declared values beyond carrier liability.
Immediate actions for a missing checked bag
Report at the airline’s baggage service counter before leaving the airport – present boarding pass, baggage claim tags (record tag number), government ID, phone and email; obtain a Property Irregularity Report (PIR) reference and write it down.
Use carrier tracking within 2 hours: enter tag/PIR number on the airline website or app; enable SMS/email alerts; many carrier systems update every 30–60 minutes.
Photograph and document contents: take photos of interior items and the suitcase’s make, model, serial number and distinguishing marks at check‑in; keep receipts for electronics, jewelry and other high‑value items and note serial numbers for faster processing.
Emergency purchases: buy necessary clothing/toiletries and retain receipts; most airlines reimburse reasonable interim expenses – submit receipts with the delayed‑baggage claim; interim reimbursements typically process in 7–14 business days.
Use a tracking device: place a Bluetooth or GNSS tracker (Apple AirTag, Tile, Garmin) inside checked baggage before travel; confirm tracker battery and airline policy compliance.
Claim deadlines: submit a written claim per the carrier’s contract within 5 days for domestic delays and within 21 days from arrival for international cases governed by the Montreal Convention; include PIR reference, itemized contents and receipts.
Liability limits: Montreal Convention liability is roughly 1,288 Special Drawing Rights (SDR) per passenger (approximately $1,600–$1,900 depending on exchange rates); U.S. domestic carrier limits vary – consult the contract of carriage for exact figures.
Escalation path: if unresolved after 30 days, escalate to the airline’s customer relations, then file a complaint with the national aviation authority (for the U.S., DOT) or pursue small‑claims court with all documentation (PIR, correspondence, receipts).
Insurance and card benefits: check travel insurance policy wording and credit‑card protections before filing; many policies reimburse delayed or unrecovered checked items up to specified limits and require claims within 30–90 days – attach insurer claim forms to the airline submission when applicable.
Practical tip: label both exterior and interior pockets with name, phone and email; place a copy of the boarding pass inside an exterior compartment as backup. Visit best afevto get a dog for a kid for an unrelated packing idea.
Inspect the claim area and file a PIR at the airline desk
Return to the carousel within 30 minutes of arrival and report the missing bag at the airline’s on-site customer desk; file a Property Irregularity Report (PIR) before leaving the terminal.
Conduct a focused search at the carousel for 10–15 minutes: check both ends of the belt, gaps between rollers, under piled items, adjacent carousels, offloading bays and transfer carts. Ask the carousel supervisor or ramp staff to check the immediate offload area and any locked holding rooms. Photograph the carousel number, surrounding area and any tags on belts that match your check-in receipts.
Approach the airline desk with the following documents and information ready; request a printed PIR with a reference number, staff name and desk location. Photograph the completed PIR and confirm the airline’s preferred follow-up channel (phone, email, or baggage-tracing portal).
| Provide | Why / Notes |
|---|---|
| Boarding pass and government-issued ID | Verifies passenger identity and flight details for the PIR |
| Check-in baggage tag number(s) | Primary locator; photograph the tag if you have it |
| Flight number, date and arrival time | Used to trace transfer points and handling records |
| Concise description of the bag: brand, color, size, distinguishing marks | Speeds identification during physical searches and system lookups |
| List of high-value contents with receipts or serial numbers | Required for valuation and possible interim reimbursement |
| Local delivery address and phone number | For baggage return or courier delivery arrangements |
| Photos of the bag (if available) and PIR copy | Proof for follow-up; keep digital and printed copies |
Ask these specific questions at the desk: expected initial tracing timeframe, immediate assistance policy for necessary items at destination, and the direct reference for the baggage-tracing team. Note the PIR reference and follow up through the airline’s official tracing portal using that number.
Typical tracing timeline to quote to staff: initial status update within 24–72 hours; continued tracing up to 21 days for international shipments after which airlines normally treat the item as permanently missing under international rules. Keep all purchase receipts for temporary necessities; submit them only as the airline requests with the PIR reference included.
Gather and submit identifying info: baggage tag number, boarding pass, photos, and contact details
Record the baggage tag number and boarding-pass reference immediately. Photograph the tag barcode and the numeric/alphanumeric sequence on the stub, plus the same information printed on any airport-issued receipt. If the tag number is partially obscured, take a close-up under bright light so digits are legible.
Locate the tag on the paper stub attached at check-in, on the boarding pass (if printed), and on any emailed/printed receipt. Typical formats vary; copy every visible character and avoid transcribing from memory.
Photograph the item from multiple angles: full front, full back, both sides, wheels/base, zipper pulls, handles and any unique marks (stickers, straps, tears). Include one photo of the boarding pass and baggage tag together, and one photo showing interior contents laid out if accessible. For damaged pieces photograph damage with a ruler or object for scale.
File formatting and naming: use JPG or PNG, resolution about 1600×1200 or higher. Keep individual files under 5 MB if uploading to a web form; if limits are stricter, compress to 1–2 MB while keeping text readable. Name files with this pattern: LastName_Flight#_Tag#_01.jpg (example: Smith_AA123_0123456789_01.jpg).
When filling forms or sending email, include: airline, flight number, date, origin and destination airports, baggage tag number(s), color/type/brand of suitcase, approximate weight, and list of high-value contents with purchase receipts when available. Attach photos and receipts as separate files rather than embedding multiple images in one PDF.
Provide contact details in international format: primary mobile with +country code, secondary phone, working email address, local address at destination (hotel/address where delivery is acceptable) and a home address for alternate delivery. State preferred contact method (SMS, call, email) and the language for correspondence.
If file attachments exceed the airline form limits, upload images to a private cloud folder (Google Drive, Dropbox) and paste a single share link in the form or email. Set access permissions to “anyone with link” and add an expiration date or password in the message for security.
Include authorization for delivery changes if someone else will accept the item: provide the full name and phone number of the authorized recipient and specify delivery time windows. Attach a photo ID of the authorized recipient when requested.
Keep copies of every submission: save the completed online form confirmation, screenshot the sent email and any reply, and keep originals of boarding pass stubs and receipts. If a reference or PIR number is issued, place that identifier at the top of all subsequent communications.
Use airline baggage-tracking portals and smart-tag apps to monitor recent scans and location updates
Immediate action: check the airline portal and enable notifications
Open the carrier’s official tracking page, enter the tag number, and enable push or email alerts – record the timestamp of the latest scan displayed. If the portal shows a “transfer hub” or “in transit” status with a scan older than 6 hours during a connecting flight, escalate to the airline’s baggage tracing centre; if older than 24 hours at the final destination request an urgent trace and provide the last scan time, airport code and conveyor/ULD code if available.
Interpret scan messages and typical timing
Common scan labels: “Checked-in”, “Loaded”, “Transfer/Hub”, “Arrived at destination”, “Available at carousel”, “Returned to airline”. Expect check-in→loading scans within 5–30 minutes at busy airports; transfer-hub scans may be delayed 2–12 hours depending on staffing and conveyor throughput. If the portal shows “offloaded” or “held”, ask for the exact facility name and telephone extension; if it shows “delivered” but no arrival at carousel, request CCTV check and delivery proof.
Use screenshots of the portal with visible timestamps when contacting support, upload them to the airline’s claim form and paste them into social-media DMs for faster handling. Note the trace reference number (WorldTracer/SITA ID) and quote it in every follow-up.
Pair portal monitoring with a Bluetooth/UWB smart tag inside the case: register the tag before departure, verify battery state (AirTag CR2032 ≈ 1+ year; Tile battery models vary), and enable background location, Bluetooth and background app refresh. For AirTag, enable “Find My” network participation and Precision Finding on compatible iPhones; for Tile and Samsung SmartTag, give location permissions and allow offline-finding features.
Place the tracker inside a zipped internal pocket or attached to the handle under a fabric flap to avoid being removed during screening. Expect update frequency to depend on nearby device density – busy terminals usually yield minute-level updates, sparse areas may take several hours for a ping to appear.
If portal and smart-tag data disagree, prioritise the carrier’s official scan as legal proof but use the tracker trace to narrow search zones and to persuade agents to check specific transfer hubs. Keep a log of timestamps, device pings (with lat/long when provided), agent names, and hotline reference numbers; include the link best umbrella insuer in your saved resources if you use external travel-protection or item-insurance services.
Call the airline baggage hotline and follow up with written confirmation including the reference number
Phone the carrier’s baggage hotline right away, request a reference number for the report, and record the agent’s full name, employee ID or badge number, call time, and the exact wording of any promised next step.
Within 24 hours send a written confirmation through the airline’s official web claim form or the specific baggage email address. Put the hotline reference number in the email subject line and the first sentence of the message so it appears in automatic sorting and case logs.
Use this subject-line format: “Baggage ref: [REFERENCE] – Flight [AIRLINE/NUMBER] – [Date]”. In the message body include: reference number, caller name, local and permanent phone numbers, preferred contact window, flight arrival airport and time, a one-sentence physical description of the bag(s), and a short chronology of events limited to dates/times and locations. Close with a clear request for the case handler name, expected update timeframe, and a direct reply address.
Attach the files you already have (tag image, boarding pass scan, bag photo) and attach receipts only when asked; indicate attachments in the body and list filenames. Request an automated or human acknowledgement and save the airline’s reply as a timestamped record (screenshot + message copy). If the web form provides a reference immediately, include that number from the confirmation email in all subsequent correspondence.
Keep a single organized folder (email folder + local backup) with: outgoing written confirmations, the hotline call log, inbound acknowledgements, and any case updates. When an agent gives a deadline for an update, set a calendar reminder 48 hours after that deadline to escalate if no response appears in the case folder.
If there is no written acknowledgement within 72 hours of your submission, escalate to the airline’s baggage service manager or customer relations team by forwarding the original confirmation and all timestamps, visibly adding the hotline reference in the subject and first line so the chain remains unbroken.
Complete a formal missing-baggage claim: required forms, proof of contents, and interim expense receipts
File a written claim with the carrier’s claims department within 21 days of the scheduled arrival for non‑delivery and within 7 days of receipt for damaged items; attach the airline claim form plus the PIR/reference issued at the airport.
Required paperwork and attachments
Core documents: completed airline claim form, PIR/reference number, boarding pass copy, PNR, passport/ID, and the checked‑bag tag number (photo of the tag). Proof of contents: itemized inventory listing each article with brand, model, serial number, purchase date and value; exterior and interior photos of the suitcase and contents; original purchase receipts or card/bank statements for items above $100. Other attachments: repair estimates for damaged items, manufacturer warranties, and a police report if theft is suspected. Scan or photograph documents at high resolution, convert to PDF, and name files clearly (example: PIR1234_boardingpass.pdf).
Interim expenses: what to claim and how to document
Submit only original receipts for replacement purchases. Typical reimbursable categories: replacement clothing, toiletries, phone charger, medication, and transport costs directly caused by the missing bag. For each receipt provide a one‑line justification (date, merchant, why purchase was necessary for the trip). If you bought a temporary pack, include the receipt – example product reference: best ultralight hiking backpack. Combine receipts into a single PDF or upload them individually through the carrier portal.
Supply an itemized claim attachment with columns: Item | Brand/Model | Serial # | Purchase date | Original receipt (Y/N) | Claim amount. Example entry: “Noise‑cancelling headphones | Sony WH‑1000XM4 | SN12345 | 2021‑11‑03 | receipt_attached.pdf | $249”. For high‑value electronics include a clear photo of the serial number and the original invoice.
If requested, provide the card (last four digits) used to buy original items to speed verification. Keep all paper originals until the carrier closes the file. Use the carrier’s online claim portal when available; otherwise email a single PDF bundle and use this subject format: “Missing baggage claim – PIR [number] – Flight [Airline][FlightNo] – [Surname]”. Retain timestamps of submission and every reply.
Note the international liability ceiling: 1,288 SDR per passenger for baggage under the applicable convention–convert SDR to your currency when calculating claimed amounts. For high‑value items purchase supplemental travel insurance or file a parallel claim with the card issuer and attach that claim number to the airline submission.
Escalate unresolved cases: timelines to expect, regulatory complaint routes, and small-claims options
If the airline has not returned your missing baggage within its published timeframe, send a signed written demand with a clear monetary figure and a 14-day deadline, then lodge a regulator complaint and prepare a small-claims filing.
Timelines to expect
- Immediate to 2 weeks: follow up in writing after any phone or portal contact; set a 14-day cure period for settlement offers.
- 21 days: under the Montreal Convention, delayed baggage is commonly treated as irretrievable after 21 days; that triggers the carrier’s liability for loss.
- 30–90 days: many airline escalation teams and national regulators take this window to issue a substantive response; expect interim offers or rejection letters within this period.
- 2 years: statutory limitation for actions under the Montreal Convention (count starts from scheduled arrival date); verify local limitations for domestic-only disputes.
Regulatory complaint routes and alternate remedies
- United States: file with the U.S. Department of Transportation Aviation Consumer Protection Division; include airline reference numbers, claim amount, copies of correspondence and receipts.
- European Union / UK: submit to the relevant national enforcement body or use an Alternative Dispute Resolution (ADR) scheme accepted by the carrier (examples include AviationADR for eligible airlines); use the European Consumer Centres Network (ECC-Net) for cross-border cases.
- Montreal Convention cases: use the carrier’s formal claims process first; if refused, regulators and courts apply Montreal rules (liability caps expressed in SDRs – check current conversion rate before claiming a precise USD/EUR amount).
- Credit-card chargeback: contact the card issuer immediately; many networks require a dispute within roughly 120 days of the charge or discovery of the issue – provide PIR/claim reference and receipts.
- ADR: where available, ADR is usually faster than court; request enrollment details from the carrier and check mandatory eligibility windows and fees.
Documentation to attach with regulator or ADR complaints: airline reference numbers, copies of claim forms, receipts for high-value items and interim purchases, dated correspondence history, and any tracking-scan evidence.
Small-claims court: practical steps
- Confirm jurisdiction and monetary ceiling: small-claims limits vary widely (U.S. states typically range approximately $2,500–$25,000); file where the carrier is incorporated or where the contract of carriage designates, if local rules allow.
- Prepare a concise claim pack: demand letter + proof of mailing, chronological contact log, claim form(s), copies of all receipts, airline settlement offers and rejections, and the PIR/claim reference.
- Quantify damages clearly: list actual replacement cost, unreimbursed interim expenses, interest and court costs; if Montreal Convention applies, quote SDR limit but attach currency conversion source.
- Use a pre-filing demand: courts favor parties who attempted resolution – attach the 14-day demand and proof of no satisfactory response when filing.
- Expect timing and fees: typical time from filing to hearing is 4–12 weeks depending on jurisdiction; filing fees are modest but nonrefundable – check local court rules for service requirements and evidence submission deadlines.
- Enforcement: winning in small claims does not guarantee automatic payment; identify airline assets in the jurisdiction or use garnishment procedures if necessary; keep regulator/ADR decisions as leverage for enforcement.
- Set internal escalation milestones: Day 0 file claim with carrier; Day 14 send demand; Day 21 treat as irretrievable under Montreal where applicable; Day 30–60 file regulator/ADR complaint and notify credit-card issuer; Day 60+ prepare small-claims filing if unresolved.
- Preserve originals and timestamps for every document and communication; courts and regulators place high weight on organized chronology and verifiable evidence.
