Lost, Damaged & Delayed Baggage: How to Get Compensation from Southwest Airlines

Joanna Teljeur

By:  Joanna Teljeur

Last Updated:  16 May 2025

Nothing can ruin a perfectly planned trip like baggage loss or damage. And it can be especially frustrating after you’ve paid extra for checked luggage. 

If Southwest has lost or damaged your luggage, you’re owed up to $3,800, depending on where you travelled. So, keep reading to learn how to report your issue to Southwest and file a claim for baggage compensation.

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Your Rights for Baggage Mishandling

On domestic flights, your rights as a Southwest passenger are protected by the US Department of Transportation. For international flights, you’re protected by a treaty called the Montreal Convention. Both require the airline to compensate you if your checked baggage arrives damaged or if it’s lost.

How Much Can You Get for Southwest Baggage Mishandling 

Southwest is required to compensate you for lost, damaged, and delayed baggage up to the following amounts.

Reporting Lost & Delayed Checked Baggage

Your bags haven’t arrived on the luggage carousel, and you’ve been waiting for 30-45 minutes. Now what? Well first, understand that airlines will always consider your bags delayed until they’ve gone missing for days or weeks.

So as soon as you realize your bags are delayed, take these steps.

Step 1: Report the Baggage Delay

Report the baggage delay to the Southwest Baggage Service Desk or make a report on their website. Whatever you do, don’t skip this step! If you do, you might not get compensated.

Submit this report within:

• 4 hours of arrival on domestic flights 
• 21 days on international flights

When you make the report, you’ll get an 8-10 digit file reference number. Keep this handy because you will need it to file a claim and track your bags. Southwest will give you updates about the status of your missing items via SMS. Also, you can ask that they deliver your bags once they’re found.

Step 2: Submit a Baggage Compensation Claim

If Southwest can’t find your baggage after 5 days, you can submit a compensation claim by using your incident number given to you when you filed your report. You can file your claim on Southwest’s baggage claim portal.

Here’s what you’ll need for your claim:

• Bag tag
• The receipt for your ticket or boarding pass
• Photos of the inside and outside of your baggage (if you have them)
• Copy of your government photo ID (i.e. passport or driver’s license)

Southwest will process claims submitted with all the supporting documents within 2-4 weeks, but depending on the complexity of your situation, it could take as long as a month.

Have you been bumped from a Southwest flight? If so, your baggage might be delayed, depending on whether you accept a rebooking or choose a refund and book with another airline.

If Southwest Damages Your Checked Baggage

If you collect your bags off the carousel and find that they’ve been damaged, you’ll have to file a report at the baggage service desk BEFORE leaving the airport. Again, don’t skip this step!

The agent will inspect the damage, and ask you to complete a Property Irregularity Report. As with delayed bags, you should keep a copy of the report and the report number to use as part of your claim to Southwest for compensation. 

We also recommend that you photograph the damage yourself so you can use this a s supporting evidence for your claim. 

Time limits for filing a damage claim

Make sure you submit your claim within Southwest’s required timeframes or your claim could be denied.

• If you traveled within the U.S, you have 24 hours to submit your claim.
• If you traveled internationally, you have 7 days to file your claim.

Damage that won’t be covered by Southwest

• Normally occurring wear from use
• Small cuts
• Scratches
• Damage caused by improper packing
• Damage to fragile items
• Cash
• Jewelry
• Cameras and video equipment
• Broken zippers
• Damage caused by the TSA

If TSA Damages Your Bags

If the TSA damages your luggage you’ll know because you’ll see a notice inside your suitcase or a seal attached to the outside of your bags. Southwest is not responsible for damage caused by the TSA.

Contact the TSA for more info by calling 866-289-9673.

What Passengers Report About Southwest Baggage Claims

Here’s what other passengers reported on TripAdvisor about their baggage mishandling experience following Southwest flight.

Orlando Southwest baggage claim damaged my luggage (and wont let me report it), lost our bags. The Southwest baggage customer service was not helpful and rude in Denver. - Tour08033966114, June 2024.

My hard shell Samsonite luggage was severely damaged, such that I had to purchase new luggage on my vacation because my old luggage was no longer usable. The suitcase had been obviously dropped on the asphalt either upon loading or unloading the plane, and to make matters worse I was not compensated by Southwest for the damaged luggage, which was less than 6 years old. - Jnarg2022, January 2023.

Need Help with a Compensation Claim?

If you’ve had a flight delay, cancellation, or baggage handling mishap, we can help you get the money you’re owed! See if your flight qualifies for compensation by entering your flight details below.

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Author:

Joanna Teljeur

Job/Position: Editor, Senior Writer

Joanna is a writer, editor, and consumer rights advocate.

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