United Airlines lost your luggage? Here’s what to do
Summary: File a delayed-bag report at the airport or online before you leave; United’s baggage tracing tool shows the file reference and status. When United Airlines loses your bag you can claim reimbursement for the contents and for reasonable interim expenses — file before the deadline.
Why United Airlines lost your luggage
- A bag was delayed, misrouted, or never arrived.
- Contents were missing or damaged on arrival.
Calling United Airlines: what to expect
United Airlines’s line is 1-800-864-8331; reservations and customer care are staffed around the clock; MileagePlus Premier members have priority lines.
To reach a person: say "existing reservation" or "refund" when asked why you are calling, then read your confirmation number when prompted, then say "agent" if you are offered a callback or a text link instead. Menus change — if yours does not match, say "representative" at any prompt.
Self-service runs through united.com / United app (https://www.united.com); and you may see these names on your paperwork: MileagePlus, United app, Premier status.
Step by step: what to do
- File a property irregularity report with United Airlines at the airport, before you leave.
- Keep receipts for essentials you have to buy while the bag is missing.
- Call United Airlines at 1-800-864-8331 (say "existing reservation" or "refund" when asked why you are calling, then read your confirmation number when prompted, then say "agent" if you are offered a callback or a text link instead) to file the reimbursement claim and get a claim number.
- Submit an itemized list of contents and their value within the deadline.
Common mistakes to avoid
- Leaving the airport without filing a report.
- Missing the claim deadline for delayed or lost baggage.
What to say when you call United Airlines
- My checked bag was lost — I’m filing a reimbursement claim for the contents and my interim expenses.
United Airlines-specific things to know
- File a delayed-bag report at the airport or online before you leave; United’s baggage tracing tool shows the file reference and status.
- United reimburses reasonable interim expenses on delayed bags and settles lost bags after a set number of days; itemize the contents when you file.
- United has a dedicated refunds page (united.com/refunds) where you can request a refund and check its status without calling.
- United’s 24-hour flexible booking lets you cancel within a day of booking for a full refund, as long as you booked at least a week out.
- United’s customer service plan and its "Basic Economy" restrictions are separate documents; the refund right for United-caused cancellations applies to both.
- The United app is usually the fastest way to rebook during a disruption and shows the reason for a delay, which matters for compensation.
Know your rights
When an airline cancels or significantly changes your flight, DOT rules entitle you to a cash refund to your original form of payment — not just a travel credit — if you choose not to rebook.
Regulator: the U.S. Department of Transportation (DOT). If the airline stalls, file a complaint with the DOT Office of Aviation Consumer Protection and dispute the charge with your card issuer.
If United Airlines will not move, the escalation paths that carry weight:
- Submit a customer care case through the "Help Center" on united.com to get a written response with a case number.
- File a complaint with the DOT Office of Aviation Consumer Protection.
- Dispute the charge with your card issuer if a refund owed under DOT rules has not arrived within 7 business days.
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Frequently asked questions
How much can I claim for a lost bag?
For domestic U.S. flights, airline liability for lost checked bags is capped by DOT at a set maximum. Submit an itemized claim with receipts to recover up to that limit.
Where do I request a United refund?
At united.com/refunds — you enter your confirmation number and can track the status there afterwards.
Does United’s 24-hour rule help me?
If you booked at least a week before departure, you can cancel within 24 hours of booking for a full refund. It does not apply to changes United makes later, which have their own refund right.
How do I reach a United agent quickly?
Say "agent" to the phone system, or use the chat option in the United app; Premier members should call their status line.