Damaged Luggage After a Flight? How to Claim, Step by Step
Quick answer
If your checked bag arrives damaged, report it at the airline’s baggage desk before you leave the arrivals hall and ask for a Property Irregularity Report (PIR) with a reference number. Then send a written claim to the airline within 7 days, the deadline for damaged checked bags on international flights under the Montreal Convention, with photos, your bag tag, boarding pass and a repair quote. Airlines usually repair, replace or pay a depreciated value, and they commonly exclude ordinary wear and tear.
What to do at the airport
The few minutes after you collect your bag matter most. A report made on the spot is much harder for an airline to dispute than one made days later.
- Inspect the bag at the belt. Check the shell, corners, wheels, handles and zips before you walk away.
- Photograph everything. Take clear photos of the damage, the whole bag and the bag tag, ideally in the baggage hall.
- Go to the baggage services desk. It is usually inside the arrivals hall, before you pass customs. Once you leave, you may not be able to get back in.
- Get a PIR. Make sure the report describes the damage accurately and that you leave with a copy and a file reference.
- Keep the evidence. Hold on to your boarding pass, bag tag sticker and the damaged bag itself until the claim is settled. The airline may ask to inspect it.
The deadlines that matter
Most international flights are covered by the Montreal Convention, which sets the main time limits. In the EU, the same liability rules also apply to EU airlines on domestic flights.
| Problem | Written complaint deadline |
|---|---|
| Damaged checked bag | Within 7 days of receiving the bag |
| Delayed bag | Within 21 days of the bag being delivered to you |
| Lost bag | A bag still missing 21 days after it should have arrived can be treated as lost; claim promptly |
| Court action | Generally within 2 years of the flight’s arrival |
A desk report at the airport is a good start, but do not assume it counts as your written claim. Follow up through the airline’s online baggage form or by email, and keep a copy with the date you sent it. If the bag was also delayed, our lost luggage guide covers that side of things.
What airlines usually cover (and what they don’t)
Usually accepted:
- Cracked or crushed shells and frames
- Large rips, holes or punctures in the fabric
- Broken zips or locks that make the bag unusable
- Damage to contents caused by the bag itself being damaged
Often excluded or limited:
- Ordinary wear and tear such as scuffs, scratches, small dents and marks
- On some airlines, damage to protruding parts like wheels, feet, handles and straps
- Fragile, perishable or valuable items packed in checked baggage, such as electronics, jewellery, cash and medicine
- Damage caused by overpacking or packaging that was not suitable for travel
The exact list is in each airline’s conditions of carriage, so read it before you file. It also helps you describe the damage in the airline’s own terms.
How compensation is worked out
Airlines generally follow the same order: repair first, then a replacement of a similar bag, then a cash or voucher payment. Payments are normally based on depreciated value, so a five-year-old suitcase will not be paid out at the price of a new one. Receipts, or at least a link showing the model and its typical price, make the conversation much easier.
Under the Montreal Convention, the airline’s liability for destruction, loss, damage and delay of baggage is capped per passenger. The cap is set in Special Drawing Rights (SDR), an international reserve unit, and was raised to 1,519 SDR for losses from 28 December 2024. That is a ceiling for proven losses, not an automatic payout. If you are checking something unusually valuable, some airlines let you make a special declaration of interest at check-in for a fee, which can raise the limit. US domestic flights follow separate rules, so check your airline’s terms.
How to write a strong claim
Keep it short, factual and complete. Include:
- Your name, booking reference, flight number and date
- The PIR file reference from the airport
- A clear description of the damage and when you noticed it
- Photos of the damage and the bag tag
- The bag’s brand, model, approximate age and purchase price, with a receipt if you have one
- A repair quote or a statement that it cannot be repaired
- What you are asking for: repair, replacement or payment
If the airline says no
Ask for the reason in writing and check whether it matches the conditions of carriage. If you still disagree, you have options:
- Other cover: travel insurance, some credit cards and some home contents policies cover damaged luggage, usually with an excess and a limit.
- Alternative dispute resolution: in some countries, including the UK, many airlines belong to an approved ADR scheme that can review baggage complaints.
- Small claims: for cross-border cases in the EU, the European Small Claims Procedure covers claims up to €5,000. Domestic small claims courts are another route.
How to protect your bag next time
- Choose a bag with recessed wheels and handles that tuck away.
- Remove or tuck in loose straps before check-in.
- Don’t overpack. Bulging zips are the first thing to fail.
- Keep valuables, electronics and medicine in your hand luggage.
- Photograph your bag at check-in so you have a “before” picture.
- Track your flight on the day with the ScanFlyGo flight tracker so you know when to be at the belt.
Frequently asked questions
How long do I have to report damaged luggage?
Report it at the airport if you can. On international flights under the Montreal Convention, send a written complaint within 7 days of receiving the bag. Check your airline’s terms for domestic flights.
Will the airline pay for a new suitcase?
Usually it will try to repair first. If that fails it may replace the bag with a similar model or pay a depreciated value, not the price of a brand-new bag.
What if I only noticed the damage at home?
You can still claim, but do it in writing within the 7-day window with photos, your bag tag and boarding pass, and explain when you found the damage.
Does travel insurance cover damaged luggage?
Many policies do, often after you claim from the airline first and subject to limits and an excess. Some credit cards and home contents policies also help.
The bottom line
Damaged-bag claims are won on evidence and timing. Report at the airport, get a PIR, send a written claim within 7 days, and back it up with photos and receipts. Know what is usually excluded so your expectations are realistic, and use insurance or ADR if the airline will not budge. Planning your next trip? Compare fares on ScanFlyGo or browse popular routes.
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