Lost Luggage? Here’s How Much Hawaiian Airlines Will Pay You

Ever found yourself in paradise without your swimsuit? Your vacation has begun, the sun is shining, but your luggage is nowhere to be found. 

If Hawaiian Airlines lost your luggage, don’t panic just yet. You’re entitled to compensation for essential purchases while waiting for your luggage to arrive.

I’ve combed through Hawaiian Airlines’ baggage delay policy (so you don’t have to), and here’s exactly what you can claim and how to do it.

Your Rights When Hawaiian Airlines Delays Your Checked Bag

When Hawaiian Airlines delays your checked bag, they’re responsible for locating it and covering the cost of essential purchases in the meantime. 

This isn’t just Hawaiian Airlines' policy — it’s a federal rule set by the U.S. Department of Transportation (DOT).

Domestic baggage rights

For flights within the U.S., Hawaiian Airlines is required by the DOT to compensate you for “reasonable expenses” you incur while waiting for your bag, up to a cap of $4,700 per passenger. 

The airline can’t specify a fixed daily amount, either, meaning they can’t claim they’ll only reimburse you up to $50 per day, for example.

International baggage rights

When you fly internationally, you’re protected instead by the Montreal Convention, a universal treaty that protects passengers by holding airlines accountable for injuries and damages. 

Under the treaty, passengers who’ve lost bags can file claims with the airline for damages. The treaty is more vague than any U.S. rules, and you can only file for damages up to $1,700. 

Hawaiian Airlines’ bag delay policy

Hawaiian Airlines’ baggage delay policy follows DOT guidelines and they will reimburse you for essentials, but they don’t guarantee a travel credit or bonus miles like some other airlines do. You can always ask, though!

Bags are considered “significantly delayed” when they are still missing 12 hours after arrival of domestic flights and 15-30 hours after arrival of international flights (depending on flight length). Hawaiian Airlines will refund you the checked bag fee after this point.

(Note: The DOT has since increased the maximum for lost/delayed bags to $4,700!)

What Expenses Will Hawaiian Airlines Actually Cover When They Delay Your Bag?

Hawaiian Airlines will reimburse you for necessary expenses while your bag is missing. This typically includes:

• Basic toiletries (toothbrush, deodorant, etc.)
• A change of clothes
• Essential personal items

However, don’t expect to get reimbursed for any luxury purchases — they’re looking for reasonable, justifiable expenses. A designer purse won't be considered “necessary.” 

My rule of thumb is that if you can’t defend why you needed the item, you probably can’t count on getting reimbursed for it.

What to Do When Your Bag Doesn't Show Up

As soon as you realize your bag isn’t coming down the baggage carousel, follow these steps:

1. Don’t leave the airport 

Hawaiian Airlines requires you to report your delayed baggage in person at the airport’s Baggage Service Office within 4 hours of arrival. If you leave without filing a report, you may forfeit your right to compensation.

Keep in mind that they can’t give you reimbursement until the report is on file!

2. File a delayed bag report 

You’ll need to provide your contact details, flight information, and baggage claim tag number. Be sure to include contact information for the place you’re staying or the best way to reach you.

When you file the report, I recommend asking the airline representative for the phone number and email of that Baggage Service Office so you can reach them for questions and updates.

3. Keep all documentation 

Hold onto your boarding pass, baggage claim ticket, and flight information. You’ll need these when you file for compensation, so don’t throw them away!

I recommend you ask for a copy of the report and write down your file reference number for safekeeping.

4. Save your receipts 

You’ll need to submit receipts for every essential item you purchase in order to claim reimbursement. Hawaiian Airlines can’t pay you back for unknown expenses, so keep track of those receipts — I’d take photos of them as a backup.

For general updates on your bag, you can use the contact information you got at the Baggage Service Office, call their central office at 866-389-6654, or email them at [email protected]. 

Filing Your Compensation Claim

Documentation is everything. To get reimbursed, you need to submit your claim within 30 days of when you reported your bag missing.

According to Hawaiian’s Contract of Carriage, you need to mail in “a written itemization of your Claim and the facts and circumstances that give rise to your Claim.” 

This is vague, so I recommend including these items along with the description of the delay:

• Your baggage report number
• A copy of your boarding pass and flight information
• Your baggage claim ticket
• Receipts for purchases

You need to mail all these items to Hawaiian Airlines’ corporate office within 30 days of the original claim (P.O. Box 30008, Honolulu, HI 96820). 

Keep copies of everything in case of a dispute.

What If Hawaiian Airlines Denies Your Claim?

If Hawaiian Airlines denies your claim, don’t give up. You can:

• Request reconsideration through Hawaiian Airlines Customer Care.
• File a complaint with the U.S. Department of Transportation.

Common reasons for denied claims include failing to file a report within 30 days or not providing an itemized list and receipts for your purchases.

Tips for Avoiding Baggage Delays

There’s no foolproof way to prevent baggage delays, but you can take steps to minimize their impact.

Pack essentials in your carry-on

To be a proactive traveler, always pack these in your carry-on:

• One change of clothes
• Essential toiletries
• Valuable items and documents
• Any medication you need
• Phone and laptop chargers

Having these items handy will ease the inconvenience when your bag is delayed. It doesn’t fix the problem, but when a lot of your stuff is in limbo, it helps to have the basics with you.

Use tracking apps

Hawaiian Airlines has a mobile app, but it doesn’t currently offer bag tracking. 

You can drop an AirTag into your checked bag to track it yourself. I do this every time I travel, so I know exactly where my bag is at all times!

Tap into travel insurance

Travel insurance policies and credit cards that include baggage delay coverage will offer more reliable and thorough compensation than airlines provide. More than likely, these policies come with higher spending limits. 

For example, maybe you have pricey items in your bag that add up to more than what the airline is agreeing to cover. In this case, your travel insurance or credit card would cover what the airline didn’t.

The Chase Sapphire Preferred® Card and Chase Sapphire Reserve®, for example, both offer up to $3,000 per passenger for lost luggage and up to $100 per day for up to 5 days when your baggage is delayed at least 6 hours.

FAQs

TL;DR: Your Rights When Hawaiian Airlines Delays Your Bags

If Hawaiian Airlines delays your bag, you have the right to reimbursement for reasonable expenses. File a report before leaving the airport, keep all receipts, and submit your claim as soon as possible.

Airlines rely on passengers not knowing their rights — but now you know exactly how to get the compensation you deserve!

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Disclosure: Opinions expressed here are the author's alone, not those of any bank, credit card issuer, hotel, airline, or other entity. This content has not been reviewed, approved or otherwise endorsed by any of the entities included within the post.