Damage claims are usually straightforward if you report before leaving the airport, and difficult if you do not. Baggage systems are rough on suitcases, and airlines know it, but they need to see the damage while the journey is still traceable.
Immediately on arrival
- 1Inspect the bag at the carousel, including wheels, handle and zips.
- 2Photograph the damage next to the baggage tag before you move.
- 3Go to the baggage service desk in the arrivals area, before customs.
- 4File a damage report and keep the reference number.
- 5Ask whether they repair, replace or reimburse, and what the next step is.
What is usually excluded
Most carriers exclude normal wear such as scuffs, scratches, minor dents and small marks. They also commonly exclude damage to protruding parts like handles and wheels on older cases, over packed bags that burst, and fragile items packed without protection.
That does not mean a broken wheel is never covered. It means you should photograph the whole bag, describe the damage clearly, and mention that it was functional on departure.
Repair, replace or pay
Airlines often use approved repair partners who collect and return the bag. If the case is not repairable, they may offer a replacement of similar type and age, or a cash settlement with depreciation applied. Ask which option is available before agreeing to anything, and get the offer in writing.
Damage to contents
If items inside were broken, list them in the report with values, and keep the packaging and the items themselves. Airlines will ask how the item was packed. Fragile things placed in a suitcase without protection are rarely compensated.
Deadlines
International rules give a short window for written damage claims, often seven days from receiving the bag. Even if you filed at the airport, follow up in writing quickly. Set a reminder rather than trusting that the desk report is enough.
Reducing the risk
- Use a hard case for fragile contents, and pack clothing around anything breakable.
- Remove or secure straps, hooks and loose handles that can catch in machinery.
- Do not overfill, since strained zips are the most common failure point.
- Photograph the bag before every trip, which gives you a dated before image.
- Consider a protective cover on very long or multi sector itineraries.
Common questions
- I already left the airport. Can I still claim?
- Sometimes, if you report quickly and can show the damage. Airlines are stricter in this situation, so contact them the same day.
- Will they repair an old suitcase?
- Often yes, though a very old bag may be settled with a depreciated cash amount instead.
- Does insurance cover damage the airline refuses?
- Possibly, depending on the policy and the reason for refusal. Provide the airline's written refusal with your claim.
Still stuck on something?
We publish information only, so your airline is always the right first call for a specific booking. If you cannot find an answer on the site, send us the question and we will point you to the right guide.
