Question 1

My baggage has been lost, damaged, or delayed. How do I find out more information?

Accepted Answer

We're sorry about your baggage—we're here to help. Please make a report 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 Contact us here or call (888) 202-1024.

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, damage, or delay 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 contact us no later than seven calendar days in the case of damage to baggage and twenty-one calendar days in the case of delay.

Question 2

I’ve arrived at my destination, but my baggage has not. What should I do?

Accepted Answer

Go to the Baggage Service Office to report your delayed bag. The Agent will create a report and provide you with a receipt. You’ll receive updates on the status of your bag. We also provide a phone number that you can call to follow-up on the status yourself.

Question 3

How will my delayed baggage get to me?

Accepted Answer

In most cases, we’ll deliver delayed baggage to the location of your choice.

Question 4

What happens if my baggage is never located?

Accepted Answer

Instructions on how to file a lost baggage claim will be provided when you make your incident report. If your bag isn’t located after five days, download the claim form from our Baggage Claim Web Portal. You’ll use your incident number to access the portal.

Question 5

Where can I find my report number?

Accepted Answer

The report number is in the center of the Lost/Delayed Report Receipt, below Customer Baggage Report Information.

Question 6

Oops, I left something on the plane. Can I get it back?

Accepted Answer

If you realize that you left an item on the plane, please notify a Customer Service Agent before leaving the airport so they can try to retrieve it. If you’ve left the airport, please file a lost and found report.

If you provide an email address, you’ll receive regular communication on the status of the search; you’ll be contacted via email and/or phone if it’s located. If you do not provide an email address, you will only be contacted by phone if your item is located.

If we don’t find your item within 30 days of your report, chances are, it wasn’t turned in. While we make every effort to locate lost items, we aren’t liable for unchecked items left on the plane.