Delayed or damaged bags

Delayed bags

If you can’t find your bags, see an agent at the airport after landing or you'll need to return. The agent will give you a 13-character file reference number to use when filing your claim.

Find your bags

Check the status of your bags using your name and 13-character file reference number.

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Bags delayed 5+ days

If your bag has been missing for 5 or more days, we'll need more information to help you. To get started, fill out a Passenger Property Questionnaire including the 13-character file reference number you received at the airport.

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Send your claim details and completed questionnaire by using the online contact form. Choose 'Delayed bag expenses' from the 'Subject' pull-down menu, then fill in your information.

Contact us

What happens next?

Our Central Baggage Resolution Office will make every effort to locate your bag, but if we are unsuccessful a final resolution will be made in line with:

This decision will be sent to you by email. While you wait, you can contact us for status updates. On the contact form, choose 'Status of delayed bags' from the 'Subject' pull-down menu, then fill in your information.

Contact us for a status update

Reimbursement

We will reimburse you for items you need immediately while away from home without your bags. Within 45 days of your delay, please send us:

  • Your 13-character file reference number
  • A copy of your ticket receipt and baggage claim checks
  • Your original, dated, itemized receipts

Send verification items:

The quickest way to submit your claim and verification items is by using the online contact form.

Contact us

If you’re unable to submit online, you can send your claim and verification items by mail or fax.

American Airlines Central Baggage
4000 East Sky Harbor Boulevard
Phoenix, AZ 85034

Fax: 480-693-2305

Damaged bags

If you notice damage to your bags, see an agent before leaving the airport or contact us within 24 hours for domestic flights and 7 days for international flights.* We'll give you a 13-character file reference number to use when filing your claim.

Liability limitations

To be considered for reimbursement, fill out a Passenger Property Questionnaire including the 13-character file reference number you received when you reported your damage.

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*Reports made outside the recommended time periods may affect reimbursements.

Damage from (TSA) inspections

If your bag is inspected by Transportation Security Administration (TSA), they’ll place a written notification inside or a seal on the outside. If you think the damage was caused by an inspection, please contact TSA at 866-289-9673.

To reduce the risk of damage, avoid:

  • Over-packing
  • Checking bags that won’t close completely
  • Checking carry-on items such as laptops, briefcases and totes
  • Traveling with extremely old or worn bags
  • Packing restricted items

Restricted items

Still have questions?

If you're still unsure how to move forward with your bag claim, please contact us. On the contact form, choose 'Status of delayed bags' from the 'Subject' pull-down menu, then fill in your information.

Contact us

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