Lost or stolen luggage

Airline’s liability on lost or damaged luggage.

Occasionally, a suitcase falls off a ramp and gets run over by a forklift or simply gets lost. You'll know right away if something like that has happened to one of your bags.

Damaged luggage:

If the airline has manhandled your luggage, you can seek reimbursement. If the bag is ripped or a wheel is missing, you may even be able to get it fixed while you wait (several major airports, including Minneapolis/St. Paul and Atlanta Harts field, have luggage-repair shops on site). Some airlines, including United, have replacement bags they'll give you on the spot at major airports.

Don't expect the airline to reimburse you for nicks and scratches, however. Those are considered normal wear and tear. And don't expect reimbursement if a fragile item breaks (an exception is something packed in its original, factory-sealed container, which should be able to withstand rough handling).

When you claim your luggage, check for damage. If a bag is open, look inside to see whether any of your belongings are damaged or missing. If so, immediately report the damage and any missing items to the airline's baggage personnel.

The airline may have a cutoff period for complaints (such as 24 hours after the flight), so reporting a problem promptly is crucial. The airline will either pay repair costs or negotiate a settlement, usually within 30 to 45 days.

Be sure to get the name of the person with whom you speak. If you are reporting the damage from a location other than the airport, the DOT recommends sending a certified letter to the airline as a follow up.

Lost luggage:

Last but not least, if a carrier loses your luggage, you should go immediately to the baggage or customer service office, which is usually located near the baggage claim area. Fill out the proper report and refer to the packing list made at the beginning of the trip. Receipts for newly purchased luggage, expensive clothes and other items of value help when making claims.

Airline’s baggage liability:

Airlines are not responsible for carry-on luggage. But the airlines are liable if checked baggage is lost or damaged.

For domestic flights: $1250 per passenger.

For International flights: $9.07 per pound for a 70-pound bag, to a maximum of about $640.

The current limit for domestic flights--$1,250 per passenger--is about to change. The DOT has proposed a new rule, backed by the major airlines, to upgrade the limit to $2,500. A decision is pending. The airlines, of course, have been free to increase the limit on their own, but instead are waiting for the DOT rule to take effect. One exception: American Airlines voluntarily doubled the limit to $2,500.

Airlines don't pay the liability amount for every claim. Rather, they estimate the value of the contents of your bag based on the report you file. (It helps if you've kept a list in advance of the contents of your bag.) Depreciation is considered. Airlines are free to deny any claims that seem exaggerated, and they may ask for sales receipts or other documentation to prove value.

The liability limit for international flights, set by the Warsaw Convention, is about $9.07 per pound; for a 70-pound bag, that amounts to a maximum of about $640.