What to do if…
your checked bag is delayed and contains your vehicle keys or essential mobility equipment

What to do now

1. Report the delayed bag to the airline right away.

   • Go to the airline’s Baggage Service Office or baggage desk at arrivals.
   • If the airline uses an official app or online reporting route at the airport, use it only if it gives you a case or file reference number.
   • Save the reference number, the bag tag number, and any confirmation screen or printout.

2. Make one clear urgent-contents statement.

   • Say: “This delayed bag contains my vehicle keys, wheelchair, scooter, or essential mobility equipment. Please mark this as urgent and write that in the case notes.”
   • Ask the staff member to read back the note or show you the confirmation if possible.

3. Check the delivery and contact details before you leave the desk.

   • Confirm your phone number, email, delivery address, bag description, and bag tag number.
   • Ask when you should expect the next update and which tracking method to use.

4. If you need mobility help right now, ask for disability assistance at the airport.

   • Ask the airline for wheelchair assistance, guided assistance, help reaching ground transport, or help moving through connecting areas.
   • If the problem is disability-related and staff are not resolving it, ask for the airline’s Complaints Resolution Official. Airlines must make this disability-resolution specialist available, usually in person or by phone while they are operating at that airport.

5. If a checked wheelchair or scooter is delayed, ask for the specific immediate options.

   • Ask whether you can pick it up at the destination airport or have it delivered to a reasonable location you choose, such as your home or hotel.
   • Ask for an adequate loaner wheelchair or scooter if you need one while yours is delayed.
   • Ask for safe seating while you wait, and ask for written updates when the status changes.
   • Keep receipts for transport to or from the airport that you need because your wheelchair or scooter is delayed.

6. If another assistive device or mobility item is delayed, ask for practical temporary support.

   • Tell the airline what function the item provides, such as walking support, safe transfers, communication, breathing support, or daily medical use.
   • Ask what temporary assistance or accommodation they can provide until the bag is returned.
   • If the item is medically essential, contact your clinician, equipment provider, pharmacy, or insurer for urgent replacement advice once you are safely out of the airport process.

7. If your vehicle keys are in the delayed bag, switch to a safe transport plan.

   • Ask whether the bag has been scanned at this airport and whether urgent delivery can be arranged when it is found.
   • Do not wait alone in an unsafe place for an uncertain update.
   • Use a taxi, ride-hail, accessible shuttle, hotel shuttle, public transport, or trusted pickup instead of trying to use a personal car or complete a rental pickup without the keys.

8. Capture proof in a few minutes.

   • Photograph your bag tag, baggage report, confirmation screen, and any airline messages.
   • Write down the time you reported the bag, the name or desk location if available, and the fact that the case was flagged for keys or mobility equipment.

9. If you must buy essentials, keep it reasonable and trackable.

   • Buy only what you need to stay safe and functional until the bag is returned.
   • Keep itemized receipts and any messages showing when the bag was delayed and when it was delivered.