Contacting United Airlines About Your Delivery
For any question about your delayed bag, United Airlines is the team to contact. United looks after your bag and your delivery from start to finish, so they have everything they need to help you. This guide explains how to get in touch and what to have ready.
How to Contact United Airlines
Email United at zrh.lostbag@swissport.com, or submit a request on the Missing Baggage Portal at https://missing-bag.swissport.com/.
To help United find your bag quickly, include:
- your reference number — you'll find this in your delivery confirmation email
- your full name
- a short description of what you need help with
What United Can Help With
United's team can help with anything relating to your bag, including:
- where your bag is, or when it will arrive
- a missed or unsuccessful delivery
- delivery to an address outside the delivery area
- damage to your bag or anything missing from it
- expenses, compensation or claims
Why Airportr Can't Help With Your Delivery
Airportr provides the technology behind your delivery updates, but United makes every decision about your bag, your delivery and any claim. That means our team isn't able to answer questions about your bag or step in on United's behalf.
If you contact us, we'll point you back to United — so going to them directly will get you an answer faster.
Important: You can still update your delivery details yourself using the link in your email. See How Your United Airlines Bag Delivery Works.
How Your United Airlines Bag Delivery Works
A delayed bag is never ideal, but there's no need to head back to the airport for yours (unless you'd like to). As soon as United Airlines has located your bag, they'll book it in for delivery straight to your door. Here's what happens next.
Your Delivery, Step by Step
Getting a delayed bag back to you takes a lot of work behind the scenes. United Airlines tracks it down, gets it on its way to your destination airport, and books it in for delivery. Once it's arrived, here's what happens next:
1. Delivery booked. United's baggage team at your airport creates a delivery order for your bag.
2. Confirmation email received. We'll email you on United's behalf with a link to check your delivery details. Take a moment to check your address and phone number are right — it's the best way to make sure your bag finds you first time.
3. Bag collected from the airport. It's collected at the next scheduled collection, cleared through customs and taken to United's delivery partner for sorting.
4. Out for delivery. It's loaded onto a van and added to the driver's route for the day.
5. Bag delivered. The driver hands your bag over, and a photo, time and location are recorded as proof of delivery. If you're there, you'll be asked to sign for it.
Before your bag sets off, take a moment to check your confirmation email and:
- check your delivery address is complete and correct
- check your phone number, so the driver can reach you
- add any delivery instructions, such as a floor number or door code
Getting these right is the best way to make sure your bag finds you first time.
When Your Bag Will Arrive
Timings depend on when your bag was booked for delivery and how far your address is from the airport, so it may arrive the same day or the next day. Your confirmation email shows when to expect it.
Deliveries are available to addresses within the delivery area for your airport. If you need your bag sent somewhere else, please contact United Airlines.
Changing Your Delivery Details
Plans change — that's fine. Use the link in your email to update your address, phone number or delivery instructions. You can make changes using your personal link up until your delivery has been scheduled and your delivery slot has been confirmed.
If You're Not In
If no one is available when the driver arrives and you have not provided alternative delivery instructions, your bag goes back to the delivery depot and we'll let you know. United's delivery partner will then try again.
When a Bag Can't Be Delivered
Occasionally, customs, security checks or the condition of a bag mean it can't be delivered. If this happens, United will ask you to collect it from the Lost & Found office at the airport.
Need Help With Your Delivery?
For anything about your bag or your delivery, United Airlines is here to help. See [Contacting United Airlines About Your Delivery](link to Article 3).
Which Terms Apply to Your Delivery
Your delivery is arranged by United Airlines, so Airportr's Terms & Conditions don't apply. Our terms only cover Airportr Arrivals and Departures services booked directly through airportr.com.
The delivery of your delayed bag is covered by United Airlines' terms. For more information about United's terms and conditions, please contact United Airlines.
Airportr and United Airlines: How We Work Together
Your bag missed your flight, but it's on its way to you — and Airportr is the technology helping United Airlines get it there. If you've received an email from us about a delayed United bag, you might be wondering who we are and why we're involved. This guide explains how we work with United, who is looking after your bag, and where to go if you need help.
Who Is Airportr?
Airportr is a luggage logistics company. Most of the time, we collect travellers' bags from their door and check them in, or deliver them straight from the plane to wherever they're staying.
For United Airlines customers whose bags are delayed on arrival, we do something a little different. We provide the software United Airlines uses to arrange, track and confirm the delivery of delayed bags. Think of us as the system working quietly in the background, keeping you in the loop.
We currently support United's delayed bag deliveries at selected airports only. If you've received an email from us about your bag, your delivery is being arranged through our platform. If you haven't, United will let you know how your bag will be returned to you — please contact United Airlines directly.
Who Is Looking After Your Bag?
United Airlines is responsible for your bag from start to finish. United's baggage team at your airport and its delivery partners handle your bag from the moment it's found to the moment it reaches your door.
Our platform supports that process by:
- sending you delivery updates on United's behalf
- letting you check and update your delivery details
- recording proof of delivery once your bag arrives
Why You've Received an Email From Airportr
United sends your delivery updates through our platform, which is why you'll see the Airportr logo. These emails are genuine and will come from luggagefreedom@portr.com.
What Airportr Can and Can't Help With
The link in your email is yours to use. It lets you check your delivery details and update them if anything changes.
For everything else — where your bag is, a missed delivery, damage, missing items, expenses or claims — United Airlines is the right place to go. Only United can make decisions about your bag and your claim, so going to them directly is the quickest way to get an answer. The best way of reaching the team about your luggage is by email to zrh.lostbag@swissport.com, or through the online Missing Baggage portal here: https://missing-bag.swissport.com/

How Your United Airlines Bag Delivery Works

Updated October 02, 2026 08:03

A delayed bag is never ideal, but there's no need to head back to the airport for yours (unless you'd like to). As soon as United Airlines has located your bag, they'll book it in for delivery straight to your door. Here's what happens next.

Your Delivery, Step by Step

Getting a delayed bag back to you takes a lot of work behind the scenes. United Airlines tracks it down, gets it on its way to your destination airport, and books it in for delivery. Once it's arrived, here's what happens next:

Delivery booked. United's baggage team at your airport creates a delivery order for your bag.
Confirmation email received. We'll email you on United's behalf with a link to check your delivery details. Take a moment to check your address and phone number are right — it's the best way to make sure your bag finds you first time.
Bag collected from the airport. It's collected at the next scheduled collection, cleared through customs and taken to United's delivery partner for sorting.
Out for delivery. It's loaded onto a van and added to the driver's route for the day.
Bag delivered. The driver hands your bag over, and a photo, time and location are recorded as proof of delivery. If you're there, you'll be asked to sign for it.

Before your bag sets off, take a moment to check your confirmation email and:

check your delivery address is complete and correct
check your phone number, so the driver can reach you
add any delivery instructions, such as a floor number or door code

Getting these right is the best way to make sure your bag finds you first time.

When Your Bag Will Arrive

Timings depend on when your bag was booked for delivery and how far your address is from the airport, so it may arrive the same day or the next day. Your confirmation email shows when to expect it.

Deliveries are available to addresses within the delivery area for your airport. If you need your bag sent somewhere else, please contact United Airlines.

Changing Your Delivery Details

Plans change — that's fine. Use the link in your email to update your address, phone number or delivery instructions. You can make changes using your personal link up until your delivery has been scheduled and your delivery slot has been confirmed.

If You're Not In

If no one is available when the driver arrives and you have not provided alternative delivery instructions, your bag goes back to the delivery depot and we'll let you know. United's delivery partner will then try again.

When a Bag Can't Be Delivered

Occasionally, customs, security checks or the condition of a bag mean it can't be delivered. If this happens, United will ask you to collect it from the Lost & Found office at the airport.

Need Help With Your Delivery?

For anything about your bag or your delivery, United Airlines is here to help. See [Contacting United Airlines About Your Delivery](link to Article 3).

Which Terms Apply to Your Delivery

Your delivery is arranged by United Airlines, so Airportr's Terms & Conditions don't apply. Our terms only cover Airportr Arrivals and Departures services booked directly through airportr.com.

The delivery of your delayed bag is covered by United Airlines' terms. For more information about United's terms and conditions, please contact United Airlines.