Ask a QuestionDelayed or Damaged Baggage
Baggage Service
On Northwest flights, more than 99% of checked baggage arrives on the same flight with the customer who checked the baggage. In the event your baggage does not arrive with your flight, we can assure you that everything possible will be done to locate your baggage and return it to you promptly.
If you are unable to locate checked baggage upon arrival, please go directly to the Northwest Baggage Service office located in each airport Northwest serves.
- Important: You must report any delayed baggage to Northwest within 24 hours.
After you report your delayed baggage, Northwest staff will immediately begin a search using the industry's automated baggage tracing system. You will be contacted when the baggage is located to schedule a delivery time and confirm your delivery address and information. You can also check for updates on the status of delayed baggage using our Baggage Tracking option or call the Baggage Information Line at: (800) 745-9798.
We apologize for any inconvenience you may experience should your bag be delayed. Such isolated incidents are not typical of Northwest's high standard of service and we make every effort to locate your property as quickly as possible.
Interim Services
Amenity Items: If away from home, customers who have delayed baggage may request a complimentary kit with a comb, deodorant, razor, shaving cream, toothbrush, and toothpaste from the Baggage Service office.
Expenses: Customers may also request reimbursement for additional personal items (i.e., clothing and toiletries) purchased as a result of the delay by presenting receipts at the Baggage Service office at the airport. Reimbursement is limited to $50.00 for the first 24 hours, and $25.00 per each additional day of delay, up to $150.00 per ticketed passenger. Northwest's contract of carriage excludes liability for consequential damages such as expenses for car rentals, phone calls, hotel stays or meals.
Delivery: When your baggage is located, Northwest will deliver them to you, unless you have voluntarily separated from your baggage. Northwest will not assume the expense of delivering baggage to customers who voluntarily separate from their baggage. Voluntary separation occurs when you:
- Check-in after the standard check-in times
- Take an earlier flight after checking your baggage
- Fly to a different destination after checking your baggage
Baggage Delayed Over Five Days
In the unlikely event that we do not locate your baggage within five days; we will initiate a more extensive search upon receipt of a written claim. If you did not receive a Baggage Tracing/Claim Form after filing your delayed baggage report at the Baggage Service Office of your arriving airport, please download this form in Adobe PDF format and complete.
If your baggage has not been returned to you after five days, please complete and fax or mail via U.S. Mail to Central Baggage Service. This questionnaire asks for additional, detailed information about the contents of your baggage that will assist us in locating your property. Our expert staff at our Central Baggage Service office will use the information from your questionnaire to continue searching for your baggage. This processing will require additional time; therefore, you are advised to plan for a 30-day waiting period before a final settlement for lost baggage is offered.
If customers wish to discuss claim processing (for baggage that has been missing for more than five days) or settlement options, our Central Baggage Service department can be reached at:
Property Missing from Checked BaggageCentral Baggage Service c/o Northwest Airlines, Inc.
Department C-5260
7500 Airline Drive
Minneapolis, MN 55450-1101Domestic (toll-free): 1-800-648-4897 (Monday - Friday, 8:00 a.m. - 4:00 p.m. CT)
International: (612) 725-5450
Fax: (612) 727-4639
Domestic: Passengers who have traveled on a domestic itinerary must file a missing property report within 24 hours of arrival at airport location where travel was completed
International: Passengers who have traveled on an international itinerary must file a missing property report within seven (7) days of arrival at airport location where travel was completed.
Once a missing property report is filed with the airport, use the Damage/Pilferage File Reference Number that was created to access the online Missing Property Claim Form. Please download this form in Adobe PDF format, complete all requested information, and return the form and all supporting documentation to the NWA address located on the form.
Once all necessary information is received by our Baggage Service personnel at the airport, the file will be electronically transmitted to our Central Baggage Service department in St. Paul, MN, where all claims are reviewed and handled to conclusion. Customers will be contacted in writing by our Central Baggage Service staff approximately 20 days from the date the initial report was filed.
Damaged BaggageDomestic: Passengers who have traveled on a domestic itinerary must file a damage to property or checked baggage report within 24 hours of arrival at airport location where travel was completed.
International: Passengers who have traveled on an international itinerary must file a damage to property or checked baggage report within seven (7) days of arrival at airport location where travel was completed.
All damaged property or checked baggage must be presented to the closest Northwest Airlines Baggage office for further consideration. It is important that customers retain all damaged property until it can be inspected by a Northwest Airlines representative and a damaged property report is on record.
Once a damaged report is filed with the airport, use the Damage/Pilferage File Reference Number that was created to access the online Damaged Property Claim Form. Please download this form in Adobe PDF format, complete all requested information, and return the form and all supporting documentation to the NWA address located on the form.
Some amount of normal wear should be expected when baggage is transported. Because of the automated systems used by airlines, baggage may be scratched or nicked during handling.
Northwest, like most major airlines, does not accept liability for the damage to checked baggage such as: broken wheels or feet, lost pull straps, damage resulting from over-packed baggage, damage to oversized bags and damage to retractable baggage handles. Northwest does not assume liability if items of a fragile or perishable nature are damaged during transport or for manufacturer's defects in baggage. Additionally, our operational tariff prevents Northwest from assuming liability for any items unsuitably packed or unsuitable for transportation, with or without Northwest's knowledge.
- Note: Northwest is not liable for any damage resulting from Transportation Security Administration (TSA) inspections. If the TSA has inspected your baggage, written notification will be placed inside the baggage or a seal will be placed on the outside of your baggage. You may contact the TSA at 1-866-289-9673 if you believe your baggage has been damaged as a result of a TSA inspection.
Lost Articles
For customers who need assistance in locating an item left onboard a Northwest/KLM aircraft, or left behind at a Northwest/KLM boarding gate area, please return to the nearest NW airport ticket counter during its hours of operation in order to provide information about the lost article.
We will search for your missing property and contact you ONLY if we have located your property or an item similar to your description. Items that are located will be returned at the owner's expense.
Liability LimitationsDomestic Liability Limits: Northwest will compensate domestic passengers for all reasonable, documented expenses (with receipts) incurred as a result of the loss, damage or delay in delivery of baggage subject to the following limitations:
- Northwest's liability for the loss, damage or delay in the delivery of passenger's baggage is limited to the fair market value at the time of loss, damage or delay, not to exceed $3,000.00 USD. Wheelchairs and other assistive devices are not subject to this $3,000.00 USD limitation.
- Report of lost, damaged or delayed baggage must be made within 24 hours of arrival at airport location where travel was completed.
Domestic Liability Exclusions: Northwest does not assume any liability in certain situations, including:
- In the course of normal handling, baggage may show evidence of use. Northwest does not assume liability for any damage to baggage resulting from normal wear and tear.
- Northwest does not assume liability for fragile or perishable items that are damaged during transport or due to manufacturer's defects in baggage.
- Northwest does not accept liability for damage to checked baggage, such as broken wheels or feet, lost pull straps, damage resulting from over-packed baggage, damage to oversized bags and damage to retractable baggage handles.
- Northwest does not assume liability for the loss, damage or delay to certain specific items, including: animals, antiques, documents, electronic equipment, film, jewelry, keys, manuscripts, medication, money, paintings, photographs, photographic equipment, samples, securities, silverware, watches, or fragile, irreplaceable or perishable items.
- For a more detailed list of excluded items please see Northwest's Contract of Carriage.
International Liability Limits: Northwest will compensate international passengers for all reasonable, documented expenses (with receipts) incurred as a result of the loss, damage or delay in delivery of baggage subject to the following limitations:
- Travel between U.S. and Canada: 1,000 Special Drawing Rights (SDR) per passenger at time of settlement. For a definition of SDR please visit the International Monetary Fund web site.
- International travel: 1,000 Special Drawing Rights (SDR) per passenger at time of settlement.
Excess Valuation Insurance
If you are traveling with items valued beyond the standard liability allowances, you may declare a higher value for checked baggage by purchasing excess valuation insurance at the time of check-in. Northwest provides excess valuation insurance for domestic travel at the one-way rate of $1.00 USD for each $100.00 USD of higher declared value than Northwest's maximum limitation of liability ($3,000.00 USD ). Northwest will accept baggage up to a maximum declared value of $5,000.00 USD . Excess valuation insurance is not available on all items. When excess value is declared, the customer's baggage and its contents may be inspected by Northwest.
