Do airlines pay for broken luggage

Immediate recommendation: report the damage at the arrival desk and obtain a Property Irregularity Report (PIR); photograph external and internal damage, retain boarding pass plus bag tag, and keep repair or replacement receipts and original purchase invoices.

Legal caps and typical limits: international journeys covered by the Montreal Convention limit checked-baggage liability to 1,288 SDR (approximately USD 1,600–1,800 depending on exchange rates). Domestic liability varies by carrier and is defined in the contract of carriage; many U.S.-registered operators publish maximum reimbursements near USD 3,800 – confirm the exact cap in the carrier’s published terms before accepting an offer.

Deadlines and required documentation: damage claims under the Montreal Convention must be made in writing within seven days of receiving the bag; delay claims usually require submission within 21 days. Submit a written claim including the PIR number, dated photos, itemized receipts, and at least one independent repair estimate; retain all correspondence and time-stamped evidence.

Practical tactics when negotiating: obtain two independent repair estimates prior to accepting the carrier’s resolution; if the operator offers repair, request an itemized written estimate and a clear timeline. If cash reimbursement is proposed, compare replacement cost against declared value and any travel-insurance coverage. Escalate to the national enforcement authority or file a small-claims action when published response deadlines are missed or offers fall short of documented losses.

Insurance and recovery strategy: check travel insurance, homeowner, and credit-card protections – many policies reimburse the shortfall above carrier liability subject to deductibles and policy limits. File insurer claims with the carrier’s settlement documentation attached, submit receipts plus repair reports within the insurer’s claim window (commonly 30–60 days), and preserve originals until the claim closes.

When are carriers legally liable for damaged checked baggage?

Report damage at the arrival baggage desk immediately and obtain a Property Irregularity Report (PIR); the carrier becomes legally responsible when handling, loading, stowage or other actions by its personnel or contractors cause harm to checked baggage, unless a specific exclusion applies.

Legal thresholds and limits

International carriage under the Montreal Convention imposes strict liability up to 1,288 Special Drawing Rights (SDR) per passenger covering destruction, loss and damage of checked baggage; higher compensation applies only when a passenger makes a special declaration of value at check-in and the carrier accepts the corresponding higher liability rate. Domestic rules and the carrier’s contract of carriage may set different caps and procedures, so always verify applicable national law and the published contract before filing a claim.

Excluded causes, deadlines and proof

Liability does not attach when damage results from an inherent defect in the item, normal wear and tear, inadequate packing by the passenger, or latent vice. Report and document the issue at the airport; submit a written claim to the carrier within 7 days of receipt in damage cases and within 21 days where delivery was delayed. Judicial remedies are generally time-barred after 2 years from the arrival date or the expected arrival date.

Preserve evidence: retain the damaged article and packaging, photograph sequentially, keep boarding pass and baggage tag, obtain repair estimates and original purchase receipts when available, and attach the PIR number to the written claim. If the item has high value, declare an increased value at check-in and accept the carrier’s declared-liability terms, or purchase travel insurance that covers checked baggage items. If a carrier denies responsibility despite clear handling damage, escalate the dispute with the national aviation consumer protection agency or seek legal advice referencing the Montreal Convention or relevant domestic statutes.

Immediate steps at the airport: how to document damage and file a Property Irregularity Report (PIR)

Report observed damage at the carrier’s baggage desk before leaving the terminal and insist on a printed, signed Property Irregularity Report (PIR) with a clear reference number.

Inspect the piece at the carousel: open hard shells, check inner linings and contents, note torn seams, cracked wheels, broken handles and missing parts; write down the baggage tag number, flight number and arrival time on your phone or paper.

Photograph systematically: one wide shot showing the tag attached to the item, one medium shot showing the whole item, and multiple close-ups of each damaged area, serial numbers and any manufacturing labels. Ensure camera timestamp/metadata is visible or save photos immediately to cloud storage.

Preserve physical evidence: do not discard detached fragments, broken hardware, foam inserts or packing materials; retain the original box and purchase receipts when available.

At the carrier’s desk, present boarding pass and baggage tag, state you require a PIR, verify the PIR entry matches your description of damage, obtain the agent’s printed copy and record the agent’s name and direct contact details.

Record the PIR reference, desk location, time of filing and any deadlines the agent provides; ask the agent to email the PIR to you and keep the emailed copy as proof.

Collect repair documentation: obtain a written estimate from a recognized repair shop and keep all repair invoices and replacement receipts. For international travel under the Montreal Convention, submit a written claim within 7 days of receiving the item; retain the PIR as primary evidence.

Keep all receipts for incidental purchases (temporary replacements, locks, straps, clothing) and scan or photograph them. Store all documents–PIR, photos, boarding pass, baggage tags, receipts–in one digital folder and a paper file.

If the baggage desk is closed, visit the carrier’s ticket counter or ground-operations office before leaving the airport; if unable to file in person, submit the PIR and all photographs online immediately and note the submission timestamp.

Retain copies of every document and all correspondence for at least two years (statutory action period under international conventions). If the carrier does not acknowledge the claim within the timeframe given, lodge a complaint with the national civil aviation authority.

While completing these steps, keep unrelated research and non-urgent purchases separate (example reference: which is the best protein powder to gain muscle).

Which receipts, photos and repair estimates prove your repair or replacement claim?

Keep original purchase receipts, dated repair estimates, and high-resolution photos as primary evidence when filing a repair or replacement claim with the carrier.

Receipts and purchase documentation

• Original invoice showing brand, model, serial number, purchase date and purchase price; scanned copy plus original retained.
• Payment record (card statement, PayPal, bank transfer) that links buyer name and transaction date to the invoice.
• Warranty card, product registration confirmation email, or extended-warranty contract that establishes ownership and age.
• Accessory receipts and receipts related to previous repairs or upgrades that affect valuation.
• Retail screenshots with URL and timestamp showing current market replacement price when new receipts are unavailable; include seller name and SKU.

Photographs: what to shoot and how

• Whole-item shots from multiple angles showing overall condition before packing (if available) and after damage; include an unbroken background for clarity.
• Close-ups of each damaged area with a ruler or coin for scale; capture stitching, frame joints, wheels, handles and hardware.
• Serial number, model plate, barcode tag and manufacturer label photographed clearly and legibly.
• Images of interior contents that were damaged, showing receipts or tags next to items to demonstrate value and identity.
• Photograph boarding tag, claim report copy, or carrier-issued receipt if a report was filed; include timestamps when present.
• Preserve original image metadata (timestamp, device). When editing is necessary, keep an untouched original file and a labeled edited copy.

Use high resolution (minimum 12 MP or original smartphone file), avoid heavy filters, and save files as JPEG or PNG. Name files with a clear convention: YYYYMMDD_item_area_description (example: 20250412_suitcase_wheel_crack.jpg).

• Embed a short text file describing each photo: date taken, device, location, and brief note linking the image to a specific receipt or estimate.

Repair estimates, invoices and valuation documents

• Itemized written estimate from a certified repair shop stating parts, labor, total cost, and estimated repair time. Estimate must include shop letterhead, contact details and date.
• Final repair invoice showing completion date, work performed, replaced parts with part numbers, and payment confirmation if repair completed.
• Multiple independent estimates when repair is not cost-effective; include at least two quotes comparing repair cost against replacement cost.
• Replacement cost evidence: current retail listing with SKU, vendor invoice, or a dated quote from a reputable retailer showing new-item price.
• Depreciation evidence if claiming reduced settlement: original purchase date, normal life expectancy of item (manufacturer spec or industry guidance), and photos showing pre-existing wear that affects value.

Ensure all estimates include a direct statement whether damage is repairable and whether repair restores original function. Where possible, request that repair shops attach photos of damaged areas to their estimate or invoice.

Additional supporting documents and submission tips

• Proof of ownership documents such as product registration emails, original packaging, and serial-numbered receipts.
• Content receipts when personal items inside the bag were damaged; group receipts by item and link to photos showing each item.
• Communication log: copy all emails, chat transcripts, and written correspondence with the carrier and repair vendors; include dates and names of contacts.
• Maintain both digital and paper copies. Submit PDFs with embedded images and a cover letter that lists attached evidence with short explanations and dates.
• When submitting via online form, upload files in the requested order: purchase receipt, photos, repair estimate, final invoice, communications. Use filenames that match the attachment list in your cover letter.

How to appeal a denied claim and pursue additional compensation or small‑claims court

File a written appeal within 14 days of the denial with a clear demand, an itemized total, and a firm deadline for response.

Prepare a one‑page demand letter that includes: passenger name, flight number, claim or PIR reference, a line‑by‑line loss table (purchase price, repair estimate, receipts, depreciation adjustment), the total amount requested, and a 14‑day response deadline. End the letter with a statement that you will seek relief in small‑claims court or via applicable treaty if no satisfactory resolution is received. Send by certified mail and by email; keep tracking numbers and delivery confirmations.

Exact evidence to attach: original receipts, repair invoices from an independent shop, dated photos showing damage and serial numbers, boarding pass and baggage tag, PIR number, all carrier correspondence. Add a short chronology (dates and actions) as the first page so a judge can read the timeline in 60 seconds.

Quantify depreciation: calculate replacement value minus depreciation using a simple formula: current market price × remaining useful life percentage. Example: a $300 suitcase, 5‑year expected life, 2 years of use → $300 × (3/5) = $180 value remaining; request repair or reimbursement accordingly. Cite repair quote + residual value if repair restores function but not appearance.

If the internal appeal fails: pick the lowest‑cost venue where the defendant has a presence–local ticket office, a regional corporate office, or the contract place of carriage. Typical small‑claims caps: US states commonly set limits between $5,000 and $10,000; check your state court website for the exact ceiling. Filing fees usually range $30–$150.

Montreal Convention and time limits: for international carriage, the treaty often limits civil actions to two years from arrival or expected arrival; domestic statutes of limitations vary (commonly 1–3 years). File suit before the applicable limitation expires; courts regularly dismiss late claims.

Practical small‑claims steps: 1) prepare a one‑page statement of claim and copies of all exhibits; 2) pay the filing fee and serve the defendant (follow court rules); 3) expect a pretrial settlement window–use it; 4) bring originals and three exhibit sets to the hearing; 5) present a 3‑minute chronology, then call one witness (repairer or witness at check‑in) and present receipts.

Settlement negotiation tactics: open with 75% of your demand, be ready to accept 60–80% depending on the carrier’s exposure and legal limits (treaty caps or contract limits). Offer to drop court action if the defendant issues a written settlement within 14 days and agrees to waive recovery of court costs.

Alternatives to court: request mediation through the carrier’s dispute resolution program, file a chargeback if ticket or insurance was paid with a credit card (timelines typically 60–120 days for disputes–verify with issuer), or file a complaint with the national aviation consumer protection body. Use these options if court costs and enforcement risks outweigh potential recovery.

Enforcement and cost‑benefit: if you win, budget additional costs for enforcement (service fees, garnishment steps) which can exceed modest awards. Do not file a suit unless expected recovery minus predictable court/enforcement costs exceeds your outlay and time investment; a practical threshold is claims over $200–$300 depending on local fee structure.

Sample closing sentence for demand letter (insert amounts): “I demand reimbursement of $1,250 (itemized in Appendix A). If I do not receive a written settlement offer that fully resolves this amount within 14 calendar days of receipt of this letter, I will commence an action in small‑claims court and seek recovery of the full amount plus court costs and interest.”

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