How to File an Airline Baggage Claim

The PIR is the official document that initiates your claim. It’s your case number — the reference that ties everything together. It enters your bag into WorldTracer, the global baggage tracing and matching system used by over 500 airlines at approximately 2,800 airports worldwide. ^[5]

Where to go: The airline’s Baggage Service Desk (also called Baggage Service Office), located near the baggage carousels or just outside the customs exit. Look for signs reading “Baggage Service,” “Lost and Found,” or “Claims.”

What to bring:

• Boarding pass (paper or mobile)
• Baggage claim tag (the barcode sticker from check-in)
• Flight details: number, date, origin, destination, connections
• Bag description: type, color, brand, size, distinguishing features
• Contents description: be as specific as possible — colors, brands, distinctive items
• Contact information: phone, email, and delivery address for a recovered bag

What you will receive: A PIR reference number in the format AAABBNNNNN (airport code + airline code + tracking number). Example: PHLDL19676 = Philadelphia, Delta, tracking number 19676. ^[5]

For damaged bags: Present the bag for visual inspection at the desk. The agent may photograph it. Point out every area of damage. If contents are damaged or missing, show the agent and describe what’s different.

For delayed bags: The PIR also serves as your Mishandled Baggage Report (MBR), which triggers the automatic bag fee refund under 14 CFR Part 260 if the delay exceeds 12 hours (domestic), 15 hours (short-haul international), or 30 hours (long-haul international). ^[4]

The strength of your claim depends almost entirely on your documentation. Airlines apply depreciation to lost items and evaluate claims based on provable value. ^[3] The more evidence you have, the higher your payout.

Documentation Checklist

Immediately (at the airport):

• PIR form — photograph both sides
• Baggage claim tag — photograph it
• Boarding pass — photograph or save digital version
• Agent name and time of interaction
• Photos of damage (multiple angles, close-ups, and a wide shot with the bag tag visible) — for damaged bags
• Photos of bag contents or missing items — for pilfered bags

Within 24-48 hours:

• Itemized list of bag contents with estimated current values
• Original purchase receipts for items in the bag (check email for digital receipts)
• Credit card or bank statements showing purchases of packed items
• Photos of packed items (if you photographed your bag before traveling)
• Photos of the bag itself showing brand, model, and condition before the trip

During the delay (if applicable):

• Receipts for all interim expense purchases (toiletries, clothing, essentials)
• Notes on each purchase: what, when, where, why needed
• Records of all airline communications (calls, chats, emails) with dates and reference numbers

If bag is declared lost:

• Written notification from airline declaring the bag lost
• Complete itemized inventory with depreciated values
• Any repair estimates (for damaged bags)
• Insurance policy information (travel insurance, credit card coverage)

A verbal report at the airport is the start, not the finish. For full compensation, you’ll need to submit a formal written claim to the airline.

When to Submit

For delayed bags: Submit after the airline has declared the bag lost (typically 5-14 days for domestic, 21 days for international). You can also submit interim expense claims during the delay period.

For damaged bags: Submit as soon as possible. On international flights, the Montreal Convention requires your written complaint within 7 days of receiving the damaged bag. ^[2] Don’t wait.

For lost bags: Submit once the airline officially declares the bag lost. Include the full value of all contents.

What to Include

Your written claim should contain:

1. Your identifying information: Full name, address, phone, email
2. PIR reference number from the airport report
3. Flight details: Airline, flight number, date, route (origin, connections, destination), booking reference
4. Baggage claim tag number
5. Description of the issue: Lost, delayed, or damaged — with specifics
6. Itemized list of contents with estimated current (depreciated) values for each item
7. Total claim amount — a specific dollar figure
8. Copies of supporting documentation: Receipts, photos, purchase records
9. Copies of interim expense receipts (if claiming reimbursement)
10. The applicable regulation: Cite 14 CFR Part 254 for domestic flights or the Montreal Convention for international flights

Where to Submit

Airline	Online Portal	Mail Address
Delta	delta.com/bag-claim	Delta Air Lines, P.O. Box 20980, Atlanta, GA 30320-2980
American Airlines	centralbaggage.aa.com	AA Central Baggage, P.O. Box 619619, DFW Airport, TX 75261-9616 [9]
United	united.com/claimform	United Airlines Baggage Resolution, 900 Grand Plaza Drive NHCCR, Houston, TX 77067

For other airlines, check their website or ask the Baggage Service Desk for the claims submission address.

Preferred method for international claims: Send via certified mail or a tracked delivery method so you have proof of the date the airline received your complaint. This is critical because the Montreal Convention’s written complaint deadlines are strict — 7 days for damage, 21 days for delay. ^[2] Proof of timely delivery protects you if there’s a dispute.

Our free claim letter template provides a ready-to-use document with all required elements and regulation citations.

Airlines typically take 30 to 60 days to process and respond to a written baggage claim. During that time:

At 2 weeks: If you haven’t received an acknowledgment, call the airline’s baggage service number and confirm your claim was received. Note the agent’s name and any reference number.

At 30 days: If no acknowledgment, send a written follow-up referencing your original claim date and PIR number. Send it via the same channel as your original claim plus one additional channel (if you submitted online, also send by mail).

At 60 days: If still no response, escalate.

Escalation Options

1. DOT Complaint: File online at airconsumer.dot.gov/consumer/s/complaint-form. The airline must acknowledge within 30 days and respond in writing within 60 days. ^[6] The DOT can’t order individual compensation, but complaints create a formal record and inform enforcement actions.

2. Credit card dispute: If you paid for your ticket with a credit card, your card’s travel protection may cover baggage losses beyond what the airline offers. File a separate claim with your card issuer.

3. Social media: Public posts on X (formerly Twitter) tagging the airline’s official account often receive faster responses than traditional customer service channels.

4. Small claims court: For amounts within your jurisdiction’s limit, you can file in small claims court without a lawyer. The Montreal Convention’s 2-year statute of limitations applies to international claims. ^[2]