Delayed-Baggage Trends and Options for Compensating Passengers Page: 2 of 18
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In summary, we found that DOT's data do not distinguish between delayed baggage and other
types of mishandled baggage, such as those that are lost, damaged, or pilfered. DOT includes
all of these types of occurrences in its definition of "mishandled baggage." Using DOT's data,
we found that the number of mishandled-baggage reports2 has decreased since 2008, when
airlines first began charging for the first checked bag (see slide 6). There are a number of
factors that could contribute to this decline in the number of mishandled-baggage reports, such
as a decline in the number of bags checked and improved baggage handling processes.
However, because of limitations to DOT's baggage data, an assessment of baggage delays-a
subcategory of mishandled baggage-cannot be conducted. DOT has proposed a change to
airline-reporting requirements designed to improve its ability to measure airline performance
regarding mishandled bags, but the change would not distinguish among the types of
mishandled baggage (lost, delayed, damaged, or pilfered).
We also describe three options (slides 9-12) for compensating passengers for delayed and
other types of mishandled baggage and the impact of implementing new minimum
compensation standards. The options are for DOT to (1) keep current regulations, which,
among other things, require compensation for reasonable expenses that result because of delay
in the delivery of baggage, (2) reimburse passengers for the checked baggage fee if the bag is
delayed, or (3) implement compensation standards based on the length of delay. We note that
implementing minimum compensation standards could provide transparency and consistency
among the airlines, but would require an administrative structure and entail costs that are likely
to be passed on to passengers. We are not making any recommendations for congressional
consideration or agency action.
DOT provided technical comments, which we incorporated as appropriate. As DOT suggested,
we clarified that the scope of our work was limited to domestic air transportation and clarified the
agency's reason for including all types of mishandled baggage in a single category.
We are sending copies of this report to the appropriate congressional committees. We are also
sending copies to the Secretary of Transportation. This report will also be available at no charge
on our Web site at http://www.gao.gov. Should you or your staff have questions concerning this
report, please contact me at (202) 512-2834 or dillinghamg@gao.gov. Contact points for our
Offices of Congressional Relations and Public Affairs may be found on the last page of this
report. Key contributors to this report were H. Brandon Haller, Assistant Director; Martha Chow;
Colin Fallon; Geoffrey Hamilton; and Jessica Wintfeld.
Gerald L. Dillingham, Ph.D.
Director
Physical Infrastructure Issues
EnclosureGAO-12-804R Delayed Baggage
2A "mishandled baggage" report is a report filed with a carrier by or on behalf of a passenger who claims loss, delay,
damage, or pilferage of baggage. A mishandled-baggage report may represent one or more mishandled bags.Page 2
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United States. Government Accountability Office. Delayed-Baggage Trends and Options for Compensating Passengers, text, June 14, 2012; Washington D.C.. (https://digital.library.unt.edu/ark:/67531/metadc298832/m1/2/: accessed March 29, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; crediting UNT Libraries Government Documents Department.