What should I do if my luggage is damaged?
Report it before you leave the airport. Go to your airline's baggage service desk in the arrivals hall, show the damaged bag, and get a written damage report (often called a Property Irregularity Report) with a reference number. Then file a written claim with the airline quickly — on international flights the Montreal Convention sets a deadline of 7 days from receiving the bag.
Step by step
- Inspect the bag at the carousel. Check wheels, handles, zippers and the shell, and open it if you suspect contents are damaged.
- Take photos of the damage, the bag tag and your boarding pass.
- File the report at the airline's desk before exiting. If the desk is closed, report it online or by phone the same day.
- Keep everything: bag tag, report number, receipts for the bag and any damaged items.
- Submit a written claim to the airline with photos, the report number and repair estimates or receipts.
- Follow up if you don't hear back within a few weeks, and escalate if needed.
What compensation to expect
Airlines usually offer to repair the bag, replace it with a similar one, or pay its depreciated value. On international flights, liability is capped under the Montreal Convention at roughly 1,500 Special Drawing Rights per passenger, unless you declared a higher value at check-in. Domestic US flights have their own limit set by the Department of Transportation.
What airlines usually won't cover
- Normal wear and tear: scuffs, small dents, scratches.
- Damage to fragile items, electronics and valuables packed in checked bags.
- Items attached to the outside of the bag, such as straps and wheels already loose.
- Bags already damaged when checked in, if the agent noted this on the tag.
If the airline refuses
Ask for a written explanation and escalate to the airline's customer relations department. In the US you can file a complaint with the Department of Transportation; in the EU, with the national enforcement body of the country where the incident happened. Travel insurance or a credit card's baggage protection may also cover the loss.
FAQ
Who is responsible for a broken suitcase — the airport or the airline?
The airline is responsible, even if an airport contractor handled the bag. On a trip with several airlines, you normally report it to the airline that flew the last leg.
How long do I have to claim?
On international flights, 7 days after receiving the bag. Domestic and airline-specific deadlines can be shorter, so report it at the airport whenever possible.
Can I get compensation for damaged contents?
Yes, if you prove the damage and the item is not excluded by the airline's rules. Receipts make this much easier.
Does travel insurance cover damaged luggage?
Many policies do, often after the airline's compensation, and up to a per-item limit.
What if I discover the damage after leaving the airport?
Contact the airline right away and file in writing within the deadline. Claims made later are harder but not impossible.
Can I fly with a broken suitcase?
If it can be closed securely, usually yes, but the airline may ask you to sign a limited-release form saying it isn't responsible for the existing damage.