Delayed or damaged 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.
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.
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.
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.
We will reimburse you for reasonable and necessary items you need immediately while away from home without your bags. Within 30 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
If your bag is not located, any expense reimbursement will be deducted from the final settlement amount.
Send verification items:
The quickest way to submit your claim and verification items is by using the online contact form.
If you’re unable to submit online, you can send your claim and verification items by mail.
American Airlines Central Baggage
4000 East Sky Harbor Boulevard
Phoenix, AZ 85034
If you notice damage to your bags, please file a report at the Baggage Service Office.
- Domestic flights – before leaving the airport, or within 24 hours of receiving your bags
- International flights – before leaving the airport or within 7 days of receiving your bags
Damage to delayed bags on domestic flights that are delivered, or that you pick up, must be reported within 24 hours of receipt.
We’ll provide you with a 13-character file reference number to use when filing your claim.
To be considered for reimbursement, fill out a Passenger Property Questionnaire. You’ll need the file reference number you received when you reported the damage.
*Reports made outside the required 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:
- 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
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.