United Damaged Baggage Claim: How to Report, File the Form, Get Paid

A United damaged baggage claim has two parts: report the damage so there is an airline record, then use United's official form to request reimbursement. United says its online damage form is for a bag you have already reported, and the form asks for the file reference number connected to that report.

How to file a damaged baggage claim with United

1. Inspect the bag at baggage claim. Check the shell, fabric, zipper, frame, wheels, handles, straps, and contents before walking away.
2. Photograph the condition. Capture the full bag, close-ups of each damaged area, the baggage tag, and any affected contents. Keep the original image files.
3. Report the damage to United. Ask United to create a baggage report and give you its file reference. DOT advises travelers whose bags arrive open, unlocked, or visibly damaged to report the problem to the airline before leaving the airport and insist on a report.
4. Preserve the evidence. Keep the damaged bag, baggage tag, travel confirmation, report, photos, receipts, and other proof of purchase. Wait for United's instructions before discarding the bag or arranging a permanent repair.
5. Submit the United damaged baggage claim form. Use the official United damaged-bag claim form. United says the form requests a file reference number and last name and is used to seek reimbursement after the damage was reported.
6. Keep the confirmation. Save the submission record, your file reference, and every later message so you can follow the same case.

Report versus claim: what is the difference?

Action	Purpose	What to retain
Damage report	Creates the initial airline record after you discover the damage	File reference and report confirmation
Reimbursement claim	Asks United to evaluate the documented loss	Submission confirmation and uploaded evidence
Follow-up	Continues the existing case	File reference and correspondence

The airport report and the online claim are not interchangeable. United's form explicitly says it is for reimbursement when the damaged bag has already been reported. Complete the report first, then connect the evidence to it with the file reference.

What damage may be covered?

U.S. DOT baggage guidance says an airline is responsible for repairing or reimbursing damage to a bag or its contents when the damage occurred while the bag was under airline control during transportation, subject to applicable liability limits. When a bag cannot be repaired, DOT says the airline negotiates compensation based on the bag's value and depreciation.

DOT also draws boundaries. An airline is not responsible for pre-existing damage or damage caused by improper packing, and it does not have to cover fair wear and tear. However, DOT says airlines cannot categorically exclude damage to wheels, handles, straps, and other checked-bag components. Document the bag's overall condition as well as the specific broken part.

What evidence should you include?

• Photos of the whole bag and close-ups of the new damage
• The checked-bag tag and travel confirmation
• The United baggage-report file reference
• A receipt or other proof of purchase for the bag, when available
• Photos and proof of purchase for damaged contents
• Any repair assessment or other document United requests
• The claim confirmation and all follow-up messages

Describe what changed rather than writing only “damaged.” Identify the broken component, explain when you first saw it, state whether the bag still functions, and distinguish the new problem from older marks. This gives United a clear record to compare with your photos and documents.

United damage claim, airport lost and found, or TSA?

Situation	Who handles it
Checked bag damaged while United handled it	United baggage report, then United's damaged-bag form
Property lost or damaged during security screening	TSA claims process
Item left at a TSA checkpoint or missing from a checked bag	TSA lost and found for that airport
Item left elsewhere in the terminal	The airport's own lost-and-found office

Use United's baggage process for damage to a checked bag handled by United. The Transportation Security Administration says you may file a claim with TSA if your property is lost or damaged during the screening process, so a bag that shows signs of a TSA inspection may belong in that separate process. Use an airport lost-and-found office for property left elsewhere in the terminal. TSA says its lost-and-found contacts are for items left at TSA checkpoints or items missing from checked baggage; for property left in other airport areas, TSA directs passengers to the airport's website.

A missing checked bag requires a different workflow from a damage claim. See the guide to United baggage claims for missing or delayed bags. To reduce uncertainty about items inside a checked suitcase, review what to pack in checked baggage before the next trip.

If United does not resolve the claim

Keep the case with United first and respond to requests for supporting documents. If the issue cannot be resolved to your satisfaction, DOT says you may file a complaint with its Office of Aviation Consumer Protection. DOT asks complaint filers for a description of the problem, booking and flight details, and supporting documentation.

Prepare a concise timeline, the United file reference, the outcome you requested, and copies of the report, claim, evidence, and correspondence. Airline procedures and government guidance can change, so verify the current instructions with official sources — United's claim form, DOT's baggage page, and TSA's claims page — before submitting.