Baggage sent to the wrong carousel? Here’s how you could benefit

Many TPGers only travel with carry-on bags and refuse to check luggage. But for longer trips, it’s sometimes hard to avoid checking a bag. (As far as I’m concerned, it’s basically why Apple AirTags were invented.)

Airlines have vastly improved their technology, so you can follow your checked bag’s progress during travel and receive alerts about what luggage carousel it will land at. However, if you have recently checked a bag, you may have noticed an odd trend: The listed carousel number is often wrong.

So when does this become an actual issue and not just an inconvenience? Here’s what you need to know.

What’s going on with baggage carousels?

If you’ve played this game of “luggage roulette,” you probably waited for what felt like an incredibly long (like a nail-biting, is-my-bag-ever-going-to-appear long) time, only to find your bag circling on an endless loop on another carousel. You are not alone, though.

In a brief TPG Lounge poll on Facebook, we identified 16 airports where readers recently had this experience. Hartsfield-Jackson Atlanta International Airport (ATL), Ronal Reagan Washington National Airport (DCA) and Phoenix Sky Harbor International Airport (PHX) all appeared as repeat offenders.

“This just happened last Tuesday at EWR. The announcement, app and the carousel sign were incorrect,” one TPG Lounge member told us. As someone who flies out of Newark Liberty International Airport (EWR) way too often, I can add that this has happened to me recently, too; United Airlines finally got my bag to me after a lengthy 45-minute delay.

Another TPG Lounge member who works at an airline gave us this inside bit of information: “As an airline employee in Denver, we usually send up the luggage on the announced and posted carousel. Every now and then we have to use a different one right next door. The reason usually is because another airline is blocking where we drop-off the bags.”

While this makes sense, the frequency with which we’ve been seeing this discrepancy makes us wonder if there’s some way to get compensated for our time (and our agita when we’re staring at an empty carousel).

Related: Lost vs. delayed baggage: How are they different and how do you protect yourself?

Do airlines offer bag guarantees?

The answer is, well, sometimes. In the case of two airlines, you can be rewarded for standing at the right carousel when your bags don’t show up — if you’ve been waiting long enough.

Both Delta Air Lines and Alaska Airlines offer a guarantee for you to be reunited with your luggage. If your bags are not at the carousel within 20 minutes of your flight arrival time, you’ll be entitled to 2,500 miles in compensation. (Alaska also offers the option of a $25 discount code for use on future Alaska flights; however, since Alaska miles are worth 1.45 cents each according to TPG’s January 2025 valuations, you’d be much better off taking the 2,500 miles, which are currently worth $36.25.)

While you’re waiting for your bag, set a stopwatch. Once you hit 20 minutes, you can proceed to claim your miles.

Related: Delta’s bag guarantee not going anywhere: How to earn bonus miles with checked bag guarantees from Delta and Alaska

For Delta, you can submit the claim online — just have your travel details, including your confirmation number, on hand. The app will confirm that you were waiting past the 20-minute promised time. Then, visit the claim submission page, enter your information within three days of your flight’s arrival and click “Submit.” If approved, the bonus miles could take up to two weeks to post. (Note that there are some fine-print rules.)

The process is different for Alaska. There’s no online submission option, so you must speak to an Alaska baggage agent at the airport within two hours of your flight’s arrival to submit a claim. If you think you’re eligible, make sure you don’t leave the airport before speaking to someone. As I mentioned earlier, you’re also not obligated to select the miles — a $25 nontransferable voucher (redeemable on the airline’s website) is also an option. If you do select the miles, though, they should post within three days. You can view the full terms online.

Bottom line

Checked bags are a booming revenue stream for airlines — U.S.-based carriers collected almost $33 billion in fees in 2023 alone. But, as many of us discover the hard way, a checked bag doesn’t always end up where it’s supposed to be. Although having a suitcase waylaid to another carousel is more frustrating than trip-ruining, it can still be a stressful and time-consuming event.

If you’re flying Delta or Alaska and your bags go to a different carousel than they’re supposed to, you may be able to receive compensation (if they take more than 20 minutes to arrive). This policy is great for travelers, and it’s a serious incentive to check your bag (especially if you can do so for free). Additionally, having a clear time constraint like this makes it easier for airline employees to provide top-rate service and hopefully get your bag to the correct carousel before you become loopy.

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