Delayed, damaged or lost baggage claim
How do we take a delayed, damaged or lost baggage claim with the receipts and photos collected, assess it against the liability limits, and record the settlement?
Run the claim from the baggage report, on the Convention's clocks. When a passenger reports a bag delayed, damaged or lost, Callvu prefills the booking and the baggage report (the tag numbers, the routing, the report time and place, the tracing status), classifies the claim (delayed with interim expenses, damaged, pilfered, lost after the tracing period) with the notice deadlines and the liability regime (the Montreal Convention for international carriage, the DOT rules and the contract of carriage for domestic), chases the receipts, the photos, the contents list and the proof of value from the passenger through a link on the claim's clock, reads and checks them, assesses the claim against the liability limit and the carrier's policy by rule, routes a claim above the limit, a disputed value or a fraud indicator to the claims handler in the Decision Desk, and writes the settlement and the payment to the booking system and the claims register.
In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The passenger emailed receipts to three addresses over three weeks; the claim was time-barred on the day the last one arrived.
Baggage claims have deadlines the passenger does not know and the carrier does not advertise: a damage claim within seven days of receipt, a delay claim within twenty-one days of delivery, a bag deemed lost after twenty-one days of tracing, a lawsuit within two years. The receipts for interim purchases, the photos of the damage, the contents list and the proof of value arrive by email in pieces, and the assessment against the liability limit is done by hand.
The Montreal Convention sets the carrier's liability for international carriage with a limit in special drawing rights per passenger, the notice deadlines and the two-year limitation; the DOT rules and the contract of carriage set the domestic regime and the reimbursement of interim expenses for a delayed bag; the carrier's policy sets what it pays for interim purchases and depreciation. A claim run from the baggage report, with the documents chased on the clock and the assessment by rule, settles in days.
The passenger who is told the deadline and asked once for the documents is the one whose claim is paid.
How it runs
From the requestto the system of record.
A passenger reports a baggage irregularity (at the airport, in the app, or by a call) and a baggage report exists or is created. Callvu opens the claim on the booking.
- Passenger
- Reports, uploads receipts, photos, the contents list and proof of value through a link, and receives the settlement.
- Carrier's baggage services
- Traces the bag and confirms delivery or loss.
- Claims handler
- Decides claims above the limit, disputed values and fraud indicators in the Decision Desk.
- Callvu
- Prefills, classifies with the deadlines, chases, reads and checks, assesses by rule, routes and writes back.
Prefill and classify
The booking, the baggage report (the tag numbers, the routing, the report time and place), the tracing status and the carriage (international under the Convention, domestic under the DOT rules and the contract) are prefilled; the claim is classified as delayed (with interim expenses), damaged, pilfered or lost (after the tracing period), and the notice deadline, the liability regime and the limit are set and told to the passenger.
Chase and verify the documents
The passenger is asked through a link for what the classification needs: the receipts for interim purchases on a delay, the photos of the damage and the bag's tag, the contents list with the values and the proof of purchase for a loss, the identity and the payment details; each is read on arrival and checked (the dates against the delay period, the items against the contents list, the values against the proof), with reminders on the claim's clock before the deadline.
Assess and decide
The claim is assessed by rule: the interim expenses against the carrier's policy and the reasonableness standard, the damage against repair or depreciated replacement, the loss against the proven contents up to the liability limit (or the declared value where a special declaration was made), with any exclusions applied; a claim inside the policy and under the limit is settled by rule; a claim above the limit, a disputed value, a high-value item without proof, a fraud indicator (a pattern across claims, a mismatch between the photos and the report) or a claim after the deadline goes to the claims handler in the Decision Desk with the assessment and only the allowed outcomes (settle as assessed, settle a different amount with the reason, request more proof, refer to the investigation unit, or decline citing the deadline or the rule).
Settle and write back
The settlement is paid by the method the passenger chose, the passenger receives the settlement statement with the basis, and the claim, the classification, the documents, the assessment, the decision and the payment are written to the booking system and the claims register with the tracing outcome.
Where it ends: The claim ran from the baggage report with the deadlines told, the documents chased once on the clock, the assessment by rule against the limit, and the booking system and the register holding the settlement. The Decision Trace shows the classification, the assessment and any decision; the Audit Trace shows the report, each document, the decision and the payment with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The airport desk, the app or a call, with a link for the documents on the passenger's phone.
The back office
The claims handler decides only exceptions and indicators; claims inside the policy settle by rule.
The Decision Desk
- A claim above the limit, a disputed value, a high-value item without proof, a fraud indicator or a late claim goes to the claims handler in the Decision Desk with the assessment and only settle as assessed, settle a different amount with the reason, request proof, refer to investigation, or decline citing the rule.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What are the deadlines?
Under the Montreal Convention, a damage complaint within seven days of receiving the bag, a delay complaint within twenty-one days of delivery, a bag deemed lost after twenty-one days, and two years to bring an action; the process tells the passenger and chases before them.
What documents are needed?
Receipts for interim purchases on a delay, photos of the damage, the contents list with values and proof of purchase for a loss, the identity and the payment details, requested once through a link.
How much can be claimed?
Up to the Convention's limit per passenger for international carriage, or the DOT limit domestically, unless a special declaration was made, with the carrier's policy on interim expenses and depreciation applied.
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