Southwest's Lost Baggage Policy: We've Read It So You Don't Have to

In December 2022, Southwest Airlines battled poor weather, delays, and cancellations, misplacing or delaying thousands of passenger's luggage along the way.

Luckily, Southwest passengers are entitled to reimbursement and compensation in the event that their bags are lost. This is a traveler guide to maximimizing your Southwest Airlines lost luggage compensation.

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Southwest lost luggage compensation

Passengers are entitled to compensation as outlined by the DOT and Southwest's own contract of carriage, a legal document you agree to when you book airfare.

1. DOT regulations

American airline compensation in the event of a lost bag is governed by the DOT, and you may receive up to $4,700 per passenger for domestic flights. For this reason, and though it doesn't apply to Southwest due to their free baggage policy, it is not a good idea to check all luggage in one traveler's name, especially if you're flying with valuables.

Most claims will be less than this, of course, but it depends upon the value of the items in your bag, and potentially the value of your bag itself.

2. Contract of carriage

Southwest's contract of carriage explains the carrier's policy regarding lost baggage. It indicates that their responsibility for your bag begins the moment you check in at the airport and does not end until that bag is safely returned to you.

In other words, if something happens to your luggage when it is in your possession, you are at fault. Otherwise, Southwest is responsible. In the event that your bag is delayed or lost, Southwest is responsible for:

  • Working to locate it
  • Keeping you updates as new information becomes available
  • Compensating you if your bag is not located

When your luggage doesn't appear at baggage claim

Should you find yourself the victim of a lost bag, it may first be referred to as "delayed," meaning it may not officially be lost for good yet. In fact, most delayed bags are ultimately returned to their owners within 24 hours.

Still, here are three steps to follow if your bag doesn't come off the carousel the next time you fly Southwest:

1. Head to the Southwest baggage office

At most all Southwest Airlines destinations, you'll find a Southwest baggage office in the baggage claim areas, oftentimes staffed with an airline customer service rep. Proceed to this office, and mention that your luggage is delayed/missing and not on the carousel.

If you were on a late arriving flight at a small airport, this office may not be staffed at night. If this happens to you, you can leave the airport and file your report online, though this should be done as soon as feasibly possible.

2. File a delayed baggage report

As you file your report, keep in mind that you'll likely need your:

  • Flight number
  • Confirmation code
  • Description of the missing bag(s)

✅ TIP: If you have an Apple AirTag or other tracking device in your bag and can see its location, make sure to disclose this on your report, as it will help Southwest in locating your missing luggage.

3. Receive a claim ID number

Don't forget to document your report's reference number or unique tracking number. You will 100% need this identifier to follow-up on your claim.

Once you've submitted your report, your bag will be classified as delayed, and Southwest will begin to track down your bag. If located, Southwest offers complimentary delivery to your home, hotel, or wherever you’re staying.

What if Southwest doesn't find your missing luggage?

Policy indicates that Southwest has five days to locate your bag before they officially classify it as lost. After these five days pass, you officially have the right to receive compensation.

Follow these steps if your bags are officially deemed lost.

1. Submit a Claim

Once Southwest officially declares your bag lost, you'll become eligible to submit a claim for compensation. You'll need to list the contents of your luggage (always document what is inside when you pack for a trip), as well as the value of each item.

The annoying part is that you may need to provide receipts or proof of item value for high-value items, though in our experience, this is not always the case.

✅ TIP: Airlines routinely make low reimbursement/compensation first offers, so if you feel like you're offered a settlement that is unfair, you don't need to accept this offer. Try negotiating, or have us do it on your behalf.

2. Document Everything

Remember to keep records of every communication you have with Southwest, as well as:

  • Receipts for replacement items
  • Receipts for incurred expenses in the meantime

These will provide you protection in the event that you have to escalate your case through us or another avenue.

3. Beware the Compensation Limits

Remember - on domestic flights, you're covered up to $4,700 per passenger. So, if the value of contents in your bag is over this, splitting up items can help in the event that you need to file a claim(s).

But individual items over this limit would still be exposed to financial loss.

For this reason, if you need to travel with expensive items, you should always keep them in your carry-on bags to avoid any potential issues. Just because you were compensated for your bag loss does not mean that you should not file a complaint with Southwest too. You experienced significant inconveniences as a result, particularly if you were on vacation without your clothing or other essentials.

And depending on the circumstances of your bag, additional compensation is not out of the question.

Southwest also has a system to reimburse you for expenses incurred in the meantime, like new clothing on vacation, via its Baggage Claim Web Portal.

✅ TIP: Do not pack cash, jewelry, electronics, cameras, and other fragile or perishable items in your checked bags with Southwest. These items are excluded from the carrier's liability.

Getting fair compensation from Southwest

Nobody has the desire to spend their vacation (or home) time chasing after a lost luggage claim. But should you find yourself in that situation, remember to:

  • Be Polite but Persistent: When dealing with Southwest’s baggage department, remember that the customer service representatives are there to help, but it’s up to you to keep your case moving forward. Call regularly to check on the status of your missing bag or your claim. If you feel like your issue isn’t being addressed properly, escalate it to a supervisor. Persistence can pay off.
  • Be Prepared to Negotiate: Southwest's first offer to you may be below the fair market value of the items or what you deem fair. If this is true, do not accept the offer just to end the back and forth. Negotiation is possible, and we can help with it. Negotiation is easier, of course, if you have proof of an item's value. Do not let an airline tell you an item is worth less than it is.
  • File a Complaint with the DOT: If you believe Southwest isn’t acting ethically or being fair with you, you do have the ability to file a complaint with us or the U.S. Department of Transportation. Passenger rights are taken more seriously than they ever have been, and if Southwest is in violation of those rights, you may be able to get additional compensation or a faster resolution time.

You have passenger rights

Just because Southwest's policy doesn't cover every potential scenario does not mean that the airline can take advantage of you. Remember that all air carriers in the United States must adhere to DOT regulations.

If your bag goes missing, you have two key rights:

  • Right to timely compensation: You should not encounter any unreimbursed expenses for any purchases you need to make as a result of your lost bag.
  • Right to timely information: Southwest must keep you informed about the status of your lost luggage claim. Don’t hesitate to follow up regularly with the airline to ensure your case is being handled properly. Persistence is key here—you deserve answers. Show that you will not just back down and disappear.

Preparing to deal with lost luggage

Unfortunately, as passengers, we have almost no control over whether our baggage is lost by airlines or not. However, here are three suggestions to be proactive about the risk when you travel:

  • Clearly label your bag: Your checked luggage should always have your name and contact information on it. Place a tag both inside and outside your bag, in case the tag on the outside is removed somehow. These identification markers can make the difference in the case of a lost bag.
  • Take photos of your bag (inside and outside): Before you turn your bags over to Southwest, snap a quick photo of the exterior and interior of your bag. Not only will it help with bag identification, but it can also help you document the contents of your bag for your claim.
  • Never part with your valuables: As mentioned, anything that is of high value or hard to replace should stay with you in your carry-on bag. This includes items like electronics, medications, jewelry, or important travel documents.

We've also written a guide on how to prevent lost luggage when you fly.

Conclusion

Southwest's customer service is better than most in the American aviation industry. That said, poor experiences can, do, and will continue to happen. In these cases where you find yourself dealing with lost luggage, knowing your rights and being informed on how the process is supposed to work will ensure that you receive fair compensation and a favorable resolution.