You're standing at the baggage carousel, looking forward to a well-deserved holiday or returning home full of experiences. But instead of joy, shock sets in. Your suitcase arrives with a cracked shell, a broken wheel, or torn fabric. Damaged luggage is something that can really spoil a travel experience. But don't panic. Although the situation is unpleasant, there is a clear claims process that can help you get compensation. As luggage specialists at Bagalio, we know how to handle it. We will guide you through the entire process step by step, so you know how to properly file a claim for your luggage with the airline.
Contents:
- Damaged Suitcase on the Carousel? The Immediate Step is Key
- What to Do If You Notice the Damage Only at Home?
- Step-by-Step Claim Process with the Airline
- What Compensation Are You Entitled to for Damaged Luggage?
- Prevention First: How to Reduce the Risk of Suitcase Damage
- Frequently Asked Questions About Damaged Luggage in Air Travel
- How to Claim for Damage by an Airline? Don't Be Discouraged
Damaged Suitcase on the Carousel? The Immediate Step is Key
The most important rule is: Act immediately, while still at the airport! As soon as you notice that your luggage is not in order, do not leave the baggage claim area under any circumstances. Once you go out, your chances of a successful claim drop dramatically.
So what should you do on the spot?
- Find the right counter: Look for signs like "Baggage Claims," "Baggage Service," or "Lost Luggage Desk." Every airline or its handling partner usually has these counters right in the hall by the baggage carousels.
- Document everything: Before you move the suitcase, take photos of the luggage. Photograph the detail of the damage, as well as the suitcase as a whole, preferably while it's still on the carousel. Don't forget to also photograph your baggage claim tag (the small sticker they gave you at check-in, usually stuck on your ticket or passport).
- Fill out a PIR report: At the counter, the staff will help you fill out the key document – the Property Irregularity Report (PIR).
Did you know... the PIR report is the absolute foundation for initiating the entire claim process. Without it, it is very difficult to later prove that the damage to the luggage occurred during air transport. Carefully check all the details and keep the copy you receive. It will have a unique reference number that you will need for further communication.
What to Do If You Notice the Damage Only at Home?
It happens. In the hustle and bustle of the airport, you might not notice minor damage, or you might "unpack" the suitcase a few hours later at the hotel. Even in this case, you have a chance for compensation, but again, you must act quickly.
The deadline for reporting damaged luggage is just 7 days from receiving the luggage.
In this case, do not go back to the airport. Immediately contact the airline (ideally via the online claim form on their website) and report the situation. You will have to provide very convincing evidence that the damage to your luggage occurred during the flight. Attach all photographic documentation, a copy of your ticket, and your baggage claim tag. The longer you delay, the lower your chances of success.
Tip: Take photos of your luggage and its contents before you fly. This will make it easier to prove that the damage occurred during transport.
Step-by-Step Claim Process with the Airline
Filling out the PIR at the airport (or reporting it online from home) is just the beginning. Now you must submit a formal written claim for the damaged luggage directly to the airline. The PIR report itself is not a claim!
For a successful claim resolution, you will need the following documents:
- A copy of the PIR (Property Irregularity Report) with the reference number.
- A copy of your boarding pass (ticket).
- The original or a copy of the baggage claim tag.
- Detailed photographic documentation of the damage.
- Proof of purchase for the luggage (receipt, invoice, or at least a bank statement) to prove its age and price.
- Your contact details and bank account number for the compensation payment.
Most airlines today have special claim forms on their websites where you can upload all these documents. The time frame depends on the carrier; the convention does not specify a resolution period.
Tip: What to do if your luggage is lost or delayed? If your suitcase doesn't arrive at all, the procedure is similar but has its specifics. Read our separate article on how to claim for lost luggage in air travel.
What Compensation Are You Entitled to for Damaged Luggage?
The rights of air passengers are protected by the Montreal Convention. It sets compensation for damage, delay, or loss of luggage up to a maximum of 1,519 SDR per passenger (from 28 December 2024). SDR is a unit of account of the IMF (International Monetary Fund); its value in euros changes, but it is approximately €1,900. This is an upper limit for proven damage, not an automatic amount.
Tip: If the value of the contents exceeds the standard limit, ask for a "special declaration of value" at check-in. For a fee, this increases the carrier's maximum liability. This is not insurance; only the proven damage is compensated.
The actual amount of compensation depends on several factors:
- Extent of the damage to the luggage: Is the suitcase a total loss, or is a minor repair sufficient? Minor cosmetic scratches are often considered normal wear and tear by airlines.
- Age of the luggage: Airlines apply depreciation. You won't get the full price of a new suitcase for a 5-year-old one. The proof of purchase is key here.
- Resolution options: The carrier may offer a free repair of the luggage, provide a replacement suitcase of similar quality, or pay out financial compensation.
Tip: Were the items inside the suitcase also damaged? Compensation applies to them as well. However, you must also document them and ideally provide proof of their purchase price. Be aware that the carrier's liability often does not cover valuables, electronics, or fragile items in checked luggage – these belong in your carry-on.
Tip: Commercial luggage insurance can also cover cases that the airline does not accept, or pay the difference that arises from depreciation. Always read the insurance policy terms.
Prevention First: How to Reduce the Risk of Suitcase Damage
The best claim is no claim. Although the airline is responsible for handling, you can minimize the risk of damage:
- Invest in quality: Durable hardshell suitcases (e.g., made of polycarbonate) can withstand rougher handling better than cheap plastic or textile models.
- Use a cover: A protective film or a suitcase cover will mitigate scratches and protect the zippers.
- Strap your suitcase: Use a luggage strap. It will reinforce the suitcase and, even if the lock fails, it will hold it together.
- Remove old tags: Having tags from five previous flights on your suitcase may be "cool," but it increases the risk of misdelivery.
Tip: We cover the protection of your luggage in air travel in detail in a separate article!
Tip: The most common damage to suitcases is broken or snapped-off wheels. An effective prevention is to temporarily remove them. Suitcases with detachable wheels are offered, for example, by the brand IMPACKT, which also provides spare parts in case the original wheels get damaged or lost.
Frequently Asked Questions About Damaged Luggage in Air Travel
- How do I claim for luggage damaged by an airline?
A claim for damaged luggage must be submitted as soon as possible after discovering the damage. It is recommended to visit the baggage claim counter at the airport and fill out a Property Irregularity Report. Don't forget to take photos of the damage for your records. - What are the entitlements for compensation for damaged luggage?
The entitlement to compensation for damaged luggage depends on the specific circumstances, the Montreal Convention, and the airline's conditions. In case of damage, you may be entitled to compensation of up to 1,519 SDR per passenger (from 28 Dec 2024), if it is proven that the air carrier is responsible for the damage. - What to do in case of delayed luggage?
If your luggage is delayed, you should immediately inform the airline and fill out a form for delayed luggage. The airline is usually obliged to deliver the luggage within 21 days, otherwise it is considered lost. - How long do I have to claim for damaged luggage?
You generally have 7 days from the moment the luggage is delivered to claim for damaged luggage. It is important to adhere to this deadline to ensure that your claim is accepted. - What documents are needed to claim for luggage?
For a successful luggage claim, you need your ticket, the Property Irregularity Report, and possibly other documents that prove the value of the luggage contents. It is also important to have a photo of the damaged luggage. - What is the process for claiming for damaged luggage?
The process for claiming for damaged luggage includes submitting an application at the baggage claim counter, filling out the necessary forms, and providing the required documents. The airline will then inform you of the status of the claim and any possible compensation. - How long does it take to process a claim for damaged luggage?
The processing time depends on the carrier, but it usually takes several weeks. The airline should regularly inform you about the progress of the claim. - What to do if my luggage is not found?
If your luggage is not found within 21 days, you can file a claim with the airline for lost luggage.
How to Claim for Damage by an Airline? Don't Be Discouraged
Claiming for damaged luggage may seem like a battle against windmills, but don't be discouraged. If you follow the correct procedure, you have a full right to compensation.
Remember the three key steps:
- Report the damage immediately at the airport and get a PIR report.
- If you notice it at home, you have a 7-day deadline for written notification.
- Submit a formal claim with photos and proof of purchase.
Be patient, communicate with the airline factually, and have all your documents ready. We keep our fingers crossed that your travels are always without incident, and if something does happen, with our guide, you know what to do.
