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Hello!
Imagine standing by the baggage carousel after a long journey, waiting for your suitcase. You’re ready to start your vacation or head home. The belt keeps moving, with bag after bag passing by, until finally, you spot your luggage. But then, you notice something’s wrong. It’s scratched, with broken wheels, or perhaps even a torn zipper – it doesn’t look the same as when you checked it in.
Damaged luggage is a common issue for many travelers. What should you do if it happens to you? Fortunately, you’re entitled to compensation. You can request a repair or, if the damage is severe, get a reimbursement for your luggage. In this guide, part of our series on travel compensation, we’ll explain what to do if your luggage is damaged. You’ll learn how to file a report, take the right steps to increase your chances of compensation, and handle the necessary formalities to ensure a smooth process.
Already have your luggage – what should I do next?
When you pick up your luggage and notice it has been damaged, here’s what to do step by step:
🔍 Check the status of your luggage on site
At the airport, inspect your luggage thoroughly before leaving. Look for scratches, broken wheels, damaged zippers, or any tears in the material. It’s also crucial to check the weight of your luggage, especially if you suspect tampering or missing items. If the weight is significantly lighter than when you checked it in, it could indicate items have been removed. In such cases, report it immediately to airport staff so they can file the appropriate report.
📋 Report damage at the airport
After picking up your luggage, if you notice any damage, go to the baggage claim service desk located in the baggage claim area. There, you can report the issue. It’s important to note that this desk may not always belong to the airline you flew with. In most cases, it will be operated by handling agents who manage services for different airlines at the airport. Each airline collaborates with specific handling agents responsible for passenger services, including baggage claims. Make sure to ask which agent represents your airline, and they will guide you through the reporting process.
How can you check who handles your airline? Usually, you can find this information in materials available at the airport or on informational boards in the baggage claim area. You can also ask airport staff to direct you to the correct service desk. After reporting the damage, you will receive a written confirmation—most commonly in the form of a PIR (Property Irregularity Report). This document is essential for any further claims or compensation requests regarding your damaged luggage.
📸 Take pictures of the damage
Before leaving the airport, take photos of the damaged luggage – you will need them as proof for your claim.
🎫 Keep the luggage tag
Don’t throw away the luggage tag attached to your boarding pass. You will need it as evidence in the claims process. Also, take a picture of it just in case…. suddenly your cat decides to eat a piece of paper.
✍️ Written report to the flight carrier
If your baggage has been damaged, you will first receive a Property Irregularity Report/Damage Report from the handling agent at the airport. This report is a key document that will allow you to follow up on your damaged baggage. The PIR is a unique number associated with your case that will allow you to track the status of your report.
The handling agent will also often provide you with additional information on how to proceed, including the airline’s contact and details of baggage repair companies. In some cases, airlines work with third-party companies that specialize in repairs, such as Dolfi1920. These companies specialize in repairing luggage on behalf of the airline.
After obtaining the PIR and other necessary documents, such as photos of the damaged baggage, you must submit your claim directly to the airline. It’s important to review the airline’s website for specific procedures, as each airline may have different requirements and deadlines for reporting damage. The deadline to file a claim typically ranges from 7 to 21 days.
🔧 Repair or refund?
Once the damage is reported, the airline may offer to repair the luggage or refund the cost. They often work with travel suitcase repair companies, which will assess whether a repair is feasible. If repair is not possible, the carrier may reimburse the value of the luggage, based on receipts for its purchase.
Travel insurance
If you have travel insurance, it’s a good idea to check whether it includes baggage protection. Some policies provide compensation for damage to or loss of luggage, which can be helpful if the carrier does not cover all costs or refuses to pay compensation. It is important to read the terms and conditions of your insurance carefully before you leave, and if you have a problem with your luggage, report the loss to your insurer as soon as possible, attaching documentation such as a PIR, photos of the damage and confirmation of the value of your luggage.
Exceptions to the completion of the repair or reimbursement
There are certain situations in which airlines may refuse to repair luggage or refund costs. Here are the most common exceptions:
- Damage resulting from normal wear and tear – nicks, scratches, abrasions or damaged locks are often considered the effects of normal use and are not compensable.
- Damage due to over-packing – if your luggage has been overloaded and the lock or structure of the suitcase has been damaged, the airline may consider it your responsibility and refuse to pay compensation.
- Failure to report on time – if you do not report baggage damage in a timely manner (usually 7 days after collection), the airline may refuse to process your claim.
- Damage due to latent defects in baggage – if the damage is due to a manufacturing defect or poor quality materials, the airline is not liable.
From a traveler’s life
📌 Be sure to read our article on delayed flight compensation ✈️ – there you will find practical advice on how to successfully claim your rights.
📌 What about in the case of lost baggage? Learn how to claim reimbursement for essential purchases and understand your rights when your luggage is lost or delayed.
📌 If your flight was delayed or canceled, or you were affected by an airline strike, check if you’re entitled to compensation. Use AirHelp or AirCashBack to quickly verify your eligibility. Both platforms guide you through the process, so you don’t have to deal with formalities. Getting your money back might be easier than you think!
