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Punta Gorda Airport Baggage Claims

PGD Baggage Claims FAQ

Jump to FAQs about Lost/Damaged Property or to FAQs about Claims.

Luggage against Wall

The purpose of this website is to assist passengers who experience personal injury or loss or damage to personal property resulting from ISS Action screening operations on flights originating from Punta Gorda Airport (PGD).

Keep in mind that once you check your baggage with your air carrier, there are times when that air carrier has possession of your baggage, and times when ISS Action has possession of your baggage for screening purposes. Typically, your airline will retain possession of your baggage for most of the time between the point you initially check it and the time you retrieve it at your destination airport. There is a short period of time when ISS Action, not the airline, is in possession of your baggage.

ISS Action will not accept liability for lost or damaged items from baggage that is delayed or deemed missing by your airline.

Airlines have their own procedures for making claims relating to lost, damaged or stolen items, and if you believe that the airline you ticketed with is responsible for your baggage claim, then you should follow the procedures of that airline established to deal with claims relating to damaged or lost luggage.

FAQs About Lost or Damaged Property

FAQs About Claims

What can I do if my property is lost at a passenger checkpoint?

All items left behind at passenger checkpoint areas are logged by ISS Action personnel and turned over at the end of every shift. Items lost at passenger checkpoints are held for 30 days at the ISS Action Lost and Found Center. To reach our Lost and Found Department please contact ISS by email at PGD-operations@issaction.com. Please provide your name, contact information, flight information, date that you lost the item and a description of the item and we will respond to you as soon as possible.

Note that if your item was lost outside the checkpoint area, it would be turned in to the local air carrier, or perhaps the airport authority, depending upon where the item was found. Contact numbers for these are:

Punta Gorda Airport (PGD)

(941) 639-1101 Charlotte County Airport Authority

Allegiant Air

(866) 719-3910 for Baggage Service Office
(866) 719-3910 for Lost and Found

FOR FUTURE PURPOSES PLEASE NOTE: If you are at a security checkpoint when you discover that your property has been lost, please notify an ISS Action supervisor IMMEDIATELY, before leaving the checkpoint area. ISS Action can take certain immediate actions to help you recover your item(s), including reviewing video of the passenger checkpoint area.

Passengers experiencing a loss will have the opportunity to file and resolve a claim by following the steps below:

  1. Download ISS Action Claim Submission Package from www.issaction.com or be directed from TSA Claims to Punta Gorda Airport
  2. Read ISS Action’s Instructions for Filing a Claim (Below)
  3. Complete and Sign the Claim Form (PDF)
  4. Submit Forms to ISS Action through any approved method of communication

What can I do if my property is damaged during the checkout screening process?

A primary goal of ISS Action screeners is to treat all passengers, and the care they have for their belongings, with courtesy, dignity, and respect during the screening process. At every Punta Gorda Airport (PGD) checkpoint location, multiple cameras capture screening procedures and screener-customer interactions. To ensure the highest level of security and customer service, these cameras are monitored by TSA and the Airport from state-of-the-art Operations Centers, which are staffed 24 hours a day.

If damage to your property resulted from ISS Action personnel directly handling your property during the passenger checkpoint screening process, please file a claim with ISS Action.

For more information on how to file a ISS Action claim, please click here.

What can I do if property is missing from my checked baggage?

To ensure the highest quality of service, ISS Action baggage employees are closely monitored by direct supervision. Using a state-of-the-art closed circuit television system, TSA and the Airport can evaluate baggage inspections in real-time or replay video footage to ensure that your luggage leaves checked baggage screening locations in the same condition as it arrived. At no time do ISS Action personnel screen baggage or perform their duties alone, unobserved or unsupervised.

Because all checked baggage is screened by a fully automated checked baggage screening system at Punta Gorda Airport, most checked baggage pieces do not need to be physically inspected by ISS Action screeners. Outside of ISS Action, your checked baggage is handled by a number of different companies and entities.

If your checked baggage required physical inspection, an ISS Action Notice of Inspection (NOI) was inserted in that baggage to let you know that that item was searched. An ISS Action NOI is unique and differs from the TSA’s NOI—on it, you will find the badge number of the screener who conducted the inspection and a stamp indicating when and where the baggage inspection occurred. If you did not find an ISS Action NOI in your luggage, a physical inspection of your luggage was not required.

If you found an ISS Action NOI in your checked baggage, confirm that the missing item(s) are not prohibited for air travel and are not considered hazardous material. If the missing item(s) fall into either of these two categories, contact your air carrier’s Baggage Services Department. (Check the yellow pages or your ticket jacket.)

For all other incidents involving missing property in checked baggage, please submit an ISS Action Claim Form (PDF).

For more information on how to file an ISS Action claim, please click here.

Note: If you have a complaint about delayed or lost baggage, contact your airline. Most airlines recommend reporting missing bags at the airport within 24 hours and filling out an Air Carrier Claim Report within 30 to 45 days. If your baggage was delayed or lost, we suggest you file a claim for missing items with your airline as soon as possible. ISS Action does not assume responsibility for lost items resulting from delayed baggage.

What can I do if items are damaged in my checked baggage?

To ensure the highest quality of service, ISS Action baggage employees are closely monitored by direct supervision. Using a state-of-the-art closed circuit television system, TSA and the Airport can evaluate baggage inspections in real-time or replay video footage to ensure that your luggage leaves checked baggage screening locations in the same condition as it arrived. At no time do ISS Action personnel screen baggage or perform their duties alone, unobserved or unsupervised.

If your checked baggage required physical inspection, an ISS Action Notice of Inspection (NOI) was inserted in that baggage to let you know that that item was searched. An ISS Action NOI is unique and differs from the TSA’s NOI—on it, you will find the badge number of the screener who conducted the inspection and a stamp indicating when and where the baggage inspection occurred. If you did not find an ISS Action NOI in your luggage, a physical inspection of your luggage was not required.

PLEASE NOTE: Your checked baggage traveled through multiple conveyor belt systems and was handled by a number of different organizations before it reached its final destination. If there was damage to your checked bag or its contents, you should consider all possible sources of such damage.

FILING A CLAIM WITH ISS FOR DAMAGED BAGGAGE DOES NOT CONSTITUTE A CLAIM AGAINST ANY OTHER ENTITY, INCLUDING YOUR AIRLINE. IF YOU ARE NOT CERTAIN THAT THE DAMAGE TO YOUR BAGGAGE OR ITS CONTENTS WAS CAUSED BY ISS ACTION, YOU SHOULD MAKE SURE YOU HAVE FILED ALL APPROPRIATE CLAIMS.

Here is some useful information as to ISS Action’s recommendations and policies.

  • ISS Action recommends that you do not overpack your luggage or pack any fragile items inside your checked baggage. To see more packing tips, please visit the TSA website.
  • ISS Action does not assume responsibility for:
    • External damage to baggage;
    • Fragile items that are inappropriately packaged;
    • Damage to baggage locks required to be opened under TSA regulations and policies;
      For more information on TSA recognized locks, please visit the TSA website.

For all other incidents involving damaged property in checked baggage, please submit an ISS Action Claim Form (PDF).

For more information on how to fill out a ISS Action Claim Form, please click here.

If my flight did not originate from Punta Gorda Airport (PGD), where do I file a claim?

You should file your claim at your originating airport. If you flew domestically, your originating airport would be the first airport at which you began your trip. If your trip began internationally, your originating airport would be the first U.S. airport at which your flight arrived. If your flight did not originate at Punta Gorda Airport Airport (PGD), you should file a claim with the TSA. For more information, please visit the TSA website.

What is ISS Action’s Missing or Damaged Items Claims Policy?

It is ISS Action’s policy to perform proper investigations, determine its responsibility, if any, and take appropriate action for each claim. ISS does not pay for:

  • Losses that occur when ISS adheres to TSA screening procedures or FAA Hazardous Materials regulations;
  • Damage or losses that occur when ISS did not physically handle or search your baggage;
  • Damage or losses that occur when ISS personnel are not involved;
  • Damage or losses that occur due to the overall nature of aviation operations;
  • Damage to fragile items that are not properly packed;
  • External damage to luggage;
  • Damage to baggage locks that are not TSA recognized.
    For more information on TSA recognized locks, please visit the TSA website.

What happens after I file a claim with ISS Action?

ISS Action will send you a letter acknowledging receipt of your claim form and claim documentation. If additional information is needed to evaluate your claim, the letter will indicate what documentation is necessary. ISS Action will then investigate and evaluate your claim and notify you of its decision in writing.

How long do I have to file a claim with ISS Action?

SS Action will accept claims from passengers for the period of time established by state law governing each airport. In Florida, it is 4 years from the date of damage or loss.

How long will it take to process my claim?

Upon receipt of a signed and completed claim form, ISS Action will send you a letter acknowledging receipt of your claim form and claim documentation. Typically, a written decision letter will be sent to you within sixty (60) days.

Is there a claims appeal process?

Yes, if your claim is denied and you have additional information that ISS Action did not previously have available, please submit an appeal in writing, along with the additional documentation to:

ISS Action
Attn: PGD Claims Department
27240 Airport Rd. Suite 6
Punta Gorda, FL 33982

How do I contact the ISS Action Claims Department?

You can email us at PGD-operations@issaction.com or call us at 1-800-838-9384 Monday - Friday 9:00 AM - 3:00 PM (Local Punta Gorda Time).

How do I file a damaged or missing items claim?

  1. Download the Claim Form (PDF) for Damage or Loss (click here to view PDF).
  2. Please read the instructions and notices on the second page.
  3. Complete and sign the Claim Form (claims without a signature will not be processed).
  4. Mail the Claim Form and supporting documentation to:
    ISS Action
    Attn: PGD Claims Department
    27240 Airport Rd. Suite 6
    Punta Gorda, FL 33982

Click here to download a PDF version (if you have Adobe Professional you may fill out the form online and then mail or fax it to ISS Action via 718-978-3001).

 
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