Travel Support

Damaged/Lost Baggage

We'll do everything possible not to damage or lose your checked baggage, but sometimes it happens. If your baggage does not arrive in the condition in which it was received, or if it doesn't arrive with you, we'll do our best to make things right. First off, it's really important for you to report property loss or damage before you leave the airport.  All baggage loss and damage claims must be made within four hours of your flight's arrival. We sincerely want to help, so we need to know as soon as possible.

We have some extensive language about loss, damage and delay of property included in our Contract of Carriage (PDF) which you can view by clicking the link. In the meantime, here's an important excerpt:

Liability for loss or damage to checked baggage is limited to $3,400 per ticketed passenger for domestic travel.

International Liability Limit

For travel governed by the Warsaw Convention, liability is limited to USD 9.07 per pound, or actual value, whichever is less, for checked baggage and USD $400 per passenger for unchecked baggage.

For travel governed by the Montreal Convention, liability is limited to 1,131 Special Drawing Rights per passenger for checked and unchecked baggage.

Damaged Baggage

If your baggage was damaged, we'll do what we can to make things better. Here's what you need to do:

  • Within four hours of your arrival please go to our Baggage Service office in the airport where you arrived and report the damage.
  • Show the baggage to the agent so he or she can assess the damage and liability. Please understand that we'll do what we can, but know that we aren't liable for normal wear and tear, including scratches, small dents, rips, tears, and basically, well, dirt. We also aren't liable for torn, scratched, missing telescopic handles, straps, zippers, wheels or wheel casings.
  • If you tried to stuff a year's worth of clothes into that small weekend bag — in other words, you overstuffed your stuff — we're not liable.
  • Also keep in mind that we aren't liable for the baggage carried in the passenger compartment of the aircraft.

If you put anything from the following l-o-n-g list in your bag — whether or not you told us about it — we aren't liable for it: keys, jewelry, cash, cash equivalents (including checks, gift certificates, and gift cards), silverware, china, glass, ceramics, pottery, bottles, negotiable papers, securities, business documents, files, manuscripts, publications, blueprints, precious metals/stones, antiques, heirlooms, irreplaceable items, collectibles, artifacts, paintings/works of art, art supplies, natural fur products, tobacco products, medication, orthotics, surgical supports, optics/vision devices, orthodontics, natural fur products, trade/commercial samples, photographic/video/electronic equipment and accessories, sound reproduction equipment, CDs, DVDs, musical instruments, computer equipment (including hardware, software, and all accessories), machinery and/or their parts, unsuitably-protected recreational and sporting equipment, bags made from lightweight material not designed for shipping, fragile articles, or other similar valuable items and commercial effects.

Lost Baggage

Nothing's worse than standing at that baggage claim and having your bag not show up. If this happens, we want to get things fixed for you. First, go to our Baggage Service office before you leave the airport, which is in the baggage claim area or at our ticket counter, to report your delayed bag. The baggage service agent will create a tracing file and provide updates to you regarding the status of your bag.

Items Left On The Plane

We're sorry to hear you lost an item or left something behind. Learn how we can assist in trying to locate it.