Q: I've created a report. What happens next?

Delayed baggage 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. Lost baggage 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. Damaged baggage You can submit your claim on our Baggage Claim Web Portal . You'll use your incident number to access the portal.

Question 1

My baggage has been lost, damaged, or delayed or items are missing from my bag. What should I do next?

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). 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, contact us via email, 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 created a report. What happens next?

Accepted Answer

Delayed baggage
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.

Lost baggage
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.

Damaged baggage
You can submit your claim on our Baggage Claim Web Portal. You'll use your incident number to access the portal.

Question 3

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 4

I had interim expenses as a result of my baggage being lost, damaged, or delayed. Will I be reimbursed?

Accepted Answer

Receipts for interim expenses should be submitted via our Baggage Claim Web Portal for consideration. You’ll use your incident number to access the portal.

Question 5

Baggage checked within 45 minutes of departure for domestic travel.

Accepted Answer

Bags checked less than 45 minutes before scheduled departure may not be on your flight or arrive when you do. If the baggage does not arrive with you at your destination, Southwest doesn't pay for delivery charges to get it to you.

Question 6

Customers who travel standby after checking baggage.

Accepted Answer

When you choose to travel standby after checking a bag, you are voluntarily separating from your baggage. If you are cleared for your desired flight and your bag does not arrive with you at your destination, Southwest doesn't pay for delivery charges to get it to you.

Question 7

Is Southwest responsible for lost or damaged baggage?

Accepted Answer

Domestic Itineraries

Southwest Airlines assumes no responsibility and will not be liable for loss or damage arising from normal wear and tear, such as cuts, scratches, scuffs, stains, dents, punctures, marks, and dirt. Furthermore, Southwest Airlines assumes no liability for defects in baggage manufacture.

Southwest Airlines assumes no responsibility and will not be liable for money; jewelry; photographic, video, and optical equipment; computers and other electronic equipment; computer software; silverware and china; fragile or perishable items; liquids; precious gems and metals; negotiable instruments; securities; business or personal documents; samples; items intended for sale; paintings, artifacts, and other works of art; antiques; collectors' items; unique or irreplaceable items; heirlooms; research, experimental, and scholastic items and documents; manuscripts; furs; irreplaceable books or publications; and similar valuables contained in carryon or checked baggage. Passengers should not transport these items in or as checked baggage.

Improperly packed and/or fragile items will be accepted subject to limited release and Southwest won't be responsible for any damage to items that are accepted with Limited Release.

The liability of Southwest Airlines (if any) for loss of, damage to, or delay in delivery of carryon or checked baggage, with the exception of assistive devices used by a Customer with a disability that are declared by the Customer prior to transport, is limited to the proven amount of damage or loss, not to exceed $3,800.00 per fare-paying Passenger, unless, at the time of check-in, the Customer has declared the value of the baggage to be in excess of $3,800.00 and purchased the appropriate excess valuation. Excess valuation is not available for all items.

International itineraries

International itineraries: If baggage is lost, damaged, or delayed, whether checked or unchecked, Southwest's liability is limited to 1,288 Special Drawing Rights (SDRs) for each Passenger under the Montreal Convention or the Warsaw Convention, whichever may apply. Learn more about SDRs with the International Monetary Fund.

Question 8

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. You can also review our Frequently Asked Questions about the lost and found process.

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.