Delayed or Damaged Luggage
Luggage Service
On Northwest flights, more than 99% of checked luggage arrives on the same flight with the customer who checked the luggage. In the event your luggage does not arrive with your flight, we can assure you that everything possible will be done to locate your luggage and return it to you promptly.
If you are unable to locate checked luggage upon arrival, please go directly to the Northwest Luggage Service office located in each airport Northwest serves.
- Important: You must report any delayed luggage to Northwest within 24 hours.
After you report your delayed luggage, Northwest staff will immediately begin a search using the industry's automated luggage tracing system. Our agents will contact you when the luggage is located. You can also check for updates on the status of delayed luggage using our Luggage Tracking option.
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.
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Interim Services
Amenity Items: If away from home, customers who have delayed luggage may request a complimentary kit with a comb, deodorant, razor, shaving cream, toothbrush, and toothpaste from the Luggage 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 Luggage 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 luggage is located, Northwest will deliver them to you, unless you have voluntarily separated from your luggage. Northwest will not assume the expense of delivering luggage to customers who voluntarily separate from their luggage. Voluntary separation occurs when you:
- Check-in after the standard check-in times
- Take an earlier flight after checking your luggage
- Fly to a different destination after checking your luggage
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Luggage Delayed Over Five Days
In the unlikely event that we do not locate your luggage within five days, we will initiate a more extensive search upon receipt of a written claim. After filing your claim at the Luggage Service office of your arriving airport, you will reeive a luggage tracing questionnaire. If your luggage has not been returned to you after five days, please complete and mail this postage-paid questionnaire via U.S. Mail. This questionnaire asks for additional, detailed information about the contents of your luggage that will assist us in locating your property. Our expert staff at our Central Luggage Service office will use the information from your questionnaire to continue searching for your luggage. This processing will require additional time; therefore, you are advised to plan for a 30-day waiting period before a final settlement for lost luggage is offered.
- If customers wish to discuss claim processing (for luggage that has been missing for more than five days) or settlement options, our Central Luggage Service department can be reached at:
Luggage Service Recovery
Department C5260
2700 Lone Oak Parkway
St. Paul MN 55121-1534
Domestic (toll-free): 1-800-648-4897 (Monday - Friday, 8:00 a.m. - 4:00 p.m. CT)
International: (612) 725-2644
Fax: (612) 727-4639
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Property Missing from Checked Luggage
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 all necessary information is received by our Luggage Service personnel at the airport, the file will be electronically transmitted to our Central Luggage Service department in St. Paul, MN, where all claims are reviewed and handled to conclusion. Customers will be contacted in writing by our Central Luggage Service staff approximately 20 days from the date the initial report was filed.
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Damaged Luggage
Domestic: Passengers who have traveled on a domestic itinerary must file a damage to property or checked luggage 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 luggage report within seven (7) days of arrival at airport location where travel was completed.
The initial damage report may be filed by telephone; however, all damaged property or checked luggage must be presented to the closest Northwest Airlines Luggage 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.
Some amount of normal wear should be expected when luggage is transported. Because of the automated systems used by airlines, luggage may be scratched or nicked during handling.
Northwest, like most major airlines, does not accept liability for the damage to checked luggage such as: broken wheels or feet, lost pull straps, damage resulting from over-packed luggage, damage to oversized bags and damage to retractable luggage handles. Northwest does not assume liability if items of a fragile or perishable nature are damaged during transport or for manufacturer's defects in luggage. 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 luggage, written notification will be placed inside the luggage or a seal will be placed on the outside of your luggage. You may contact the TSA at 1-866-289-9673 if you believe your luggage has been damaged as a result of a TSA inspection.
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Lost Articles
For customers who need assistance in locating an item left onboard a Northwest or KLM aircraft, or left behind at a Northwest/KLM boarding gate area, please call the airport where travel was completed or the airport at which the item was last seen.
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 to the owner via the U.S. mail.
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Liability Limitations
Domestic 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 luggage subject to the following limitations:
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Northwest's liability for the loss, damage or delay in the delivery of passenger's luggage is limited to the fair market value at the time of loss, damage or delay, not to exceed $2,800.00 USD. Wheelchairs and other assistive devices are not subject to this $2800.00 USD limitation.
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Report of lost, damaged or delayed luggage 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, luggage may show evidence of use. Northwest does not assume liability for any damage to luggage 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 luggage.
- Northwest does not accept liability for damage to checked luggage, such as broken wheels or feet, lost pull straps, damage resulting from over-packed luggage, damage to oversized bags and damage to retractable luggage 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 luggage 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.
- Wheelchair: International $9.07 USD per pound for a checked wheelchair, $400.00 USD per customer for unchecked wheelchair.
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Excess Valuation Insurance
If you are traveling with items valued beyond the standard liability allowances, you may declare a higher value for checked luggage 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 ($2,800.00 USD ). Northwest will accept luggage 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 luggage and its contents may be inspected by Northwest.
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