We're sorry about your baggage—we're here to help.
Delayed baggage
Please make a report in person to the Baggage Service Office (located in the baggage claim area or at the ticket counter). Signage is also available outside our Baggage Service Offices with a QR code you can scan to make a report. If you've already left the airport, please create a report online.
For domestic itineraries, Customers must notify us of the claim no later than four hours after either: (a) arrival of the flight on which the loss or delay is alleged to have occurred, or; (b) receipt of the baggage, whichever is applicable.
For international itineraries, the Customer must report any mishandling no later than seven calendar days in the case of damage to baggage and twenty-one calendar days in the case of delay.
If you opt in, you'll receive regular status updates via text and, in most cases, have the opportunity to provide a delivery address of the location of your choice for your baggage. If you do not opt in to receive text notifications, you'll receive status updates via telephone.
Once located, your bag will be transferred to our contracted courier, and you can track the delivery online.
Damaged baggage
Damaged baggage must be reported in person to the Baggage Service Office (located in the baggage claim area or at the ticket counter). If you’ve already left the airport, please return with your baggage to report any damage. For domestic itineraries, Customers must notify us of the claim no later than 24 hours after either: (a) arrival of the flight on which the damage is alleged to have occurred, or; (b) receipt of the baggage, whichever is applicable.
For domestic itineraries, we’re not liable for manufacturer defects or for minor damage resulting from normal wear and tear, such as cuts, scratches, scuffs, stains, dents, punctures, marks, and dirt. We’re also not liable for carryon baggage or any items contained in a bag deemed overstuffed.
For international itineraries, the Customer must report any mishandling no later than seven calendar days in the case of damage to baggage and twenty-one calendar days in the case of delay.
Traveling on an itinerary involving a partner airline? Review important details.
Lost baggage
Please make a report in person to the Baggage Service Office (located in the baggage claim area or at the ticket counter). Signage is also available outside our Baggage Service Offices with a QR code you can scan to make a report. If you've already left the airport, please create a report online.
For domestic itineraries, Customers must notify us of the claim no later than four hours after either: (a) arrival of the flight on which the loss or delay is alleged to have occurred, or; (b) receipt of the baggage, whichever is applicable.
For international itineraries, the Customer must report any mishandling no later than seven calendar days in the case of damage to baggage and twenty-one calendar days in the case of delay.
If your bag isn't located after five days, you can submit your claim on our Baggage Claim Web Portal. You'll use your incident number to access the portal.
