Do airlines accept broken luggage

Immediate steps: At the airport counter or baggage office, request a written damage report (Property Irregularity Report or similar) before you leave the terminal; photograph the exterior, interior and any torn seams or broken wheels with timestamps; keep your boarding pass and the baggage tag. If staff offer to repair or inspect the case, obtain a written estimate and a completion deadline.

Deadlines and limits: For international travel under the Montreal Convention, a written complaint for damaged checked items normally must be lodged within 7 days; claims for delayed delivery typically require notification within 21 days. The Convention sets carrier liability at 1,288 SDR per passenger for checked baggage (roughly USD 1,600–1,900 depending on exchange rates). Domestic rules differ by operator and country, so check the carrier’s contract of carriage for specific claim windows – many require on‑site reporting or submission within 7–14 days.

Documentation to submit: PIR/damage report number, timestamped photos, boarding pass, baggage tag, original purchase receipts for high‑value contents or the case, repair shop invoices or quotes, and proof of travel (itinerary). When filing online or by mail, attach all files as PDFs or high‑resolution images and use tracked delivery or read‑receipt email to preserve timelines.

If the carrier offers repair or replacement: Insist on a written offer that specifies repair shop, parts, warranty terms and timeframe. If a cash settlement is proposed, request a breakdown: depreciation applied, receipts required, and whether the settlement covers contents as well as the case. If the operator refuses responsibility, ask for a written refusal citing the contract clause and appeal through their formal customer relations channel.

Escalation and alternatives: If internal appeal fails, contact the national enforcement body (e.g., DOT in the U.S., CAA in the U.K., or the relevant aviation regulator in the destination country). File a credit‑card chargeback for the fare purchase if you paid with a card that includes baggage protection and keep timelines in mind. Consider submitting the repair bill and receipts to travel insurance or homeowner’s insurance if applicable.

Practical prevention: avoid checking visibly compromised cases; use carry‑on when possible; reinforce vulnerable seams with tape or protective wrap at the check‑in counter; tag high‑value items and declare valuables to the carrier if required by policy. Preserve all claim correspondence and receipts for at least six months after the incident.

How carriers define and categorize damaged bags for transport

If a bag exhibits structural failure or compromised security at check-in, request a Property Irregularity Report (PIR) immediately and photograph the condition before handing the item over; ground staff will inspect and assign a category that determines whether they will transport or refuse the item.

Common carrier categories and what they mean

1) Cosmetic damage – scratches, scuffs, minor dents. Usually transported without restriction and noted on the PIR for claims.

2) Functional damage – wheels, telescopic handle, zipper sliders not working but contents contained. Often transported with a note; carriers may mark the tag and limit liability to repair or replacement value.

3) Security compromise – open seams, broken locks, exposed contents. Frequently refused for carriage until the bag is resealed, repacked, or placed inside a secure container; agents may require the passenger to remove high-risk items.

4) Structural failure – cracked hard-shell, broken frame, or split base that risks loss of contents. Many operators will decline transport of items in this condition or accept only after reinforcement (e.g., heavy shrink-wrap or hard case inside) and completion of a damage report.

5) Contamination or hazard – leaking batteries, fluids, mold, pests. Immediate refusal and quarantine are common; movement of such items is restricted under safety rules and hazardous‑materials regulations.

Documentation, limits and timelines to follow

Keep the checked-bag tag, boarding pass, PIR number, and time-stamped photos. File written claims promptly: under the Montreal Convention a written complaint for damage to checked items must be submitted within 7 days of receipt. International liability for checked items is limited to 1,288 SDR (check current SDR-to-currency rate and carrier-specific rules); domestic contracts of carriage may set different caps and repair-versus-replacement policies.

If the defect is visible before handing the bag in, do not check it without clear confirmation from ground staff that transport is permitted; if the defect appears after check-in, insist on a PIR at the arrival point and collect evidence for a claim and for any repair reimbursement.

What to do at the check-in desk when your suitcase is visibly damaged

Request an immediate, signed written damage report from the check-in agent and supervisor and keep the original report and reference number before the bag is processed further.

Photograph the item on the counter with the boarding pass and baggage tag visible; capture at least five shots (front, back, both sides, close-ups of defects) and note the timestamp or use a screenshot of the camera metadata.

Ask the agent to weigh the piece on the desk scale and to write or stamp the shown weight on the damage report; note any difference from your home scale and keep the printed boarding receipt.

Remove any high-value or irreplaceable contents, list them on the damage report, and obtain agent acknowledgement of items removed. Record serial numbers or invoice values for electronics, jewelry and cameras.

Request that the carrier mark the baggage with a “damaged” tag and log the tag number on the report. If the desk offers temporary fixes (packing tape, cable ties, cardboard), request them and get the staff to note the action taken.

Collect contact details and operating hours for the airport baggage service office at both origin and destination; get the email address and phone number written on the report and ask for the specific claim form URL or reference code.

File a written damage complaint within 7 days of receiving the bag (Montreal Convention timeframe for checked items); keep originals of boarding pass, bag tag, damage report, photos and any purchase receipts for repairs or replacement.

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How to complete a Property Irregularity Report (PIR): photos, receipts, and deadlines

File a PIR at the airline service desk before leaving the terminal; if that cannot be done, submit the report online or by email within seven calendar days for physical damage and within 21 days for delayed delivery of the bag.

At the desk record: PIR reference number (write it down and photograph the paper), flight number, date/time, agent name and badge, baggage tag number, and obtain a printed copy of the PIR form. Without a PIR reference most claims will be rejected.

Photograph evidence checklist: 1) one wide shot showing the whole bag with baggage tag visible; 2) close-ups of each damaged area with a ruler or tape measure for scale; 3) interior shots showing damaged contents and any torn linings or broken frames; 4) serial numbers, brand labels and item barcodes; 5) a photo including your boarding pass next to the bag for identity verification. Use high-resolution JPEGs (minimum 2 MP), keep originals with EXIF timestamps, and avoid heavy compression. Name files like PIR12345_exterior.jpg, PIR12345_interior.jpg.

Receipts and paperwork to attach: boarding pass, baggage tag stub, printed PIR, original purchase receipts for claimed items, repair shop estimates (two independent quotes preferred), credit-card statements for proof of purchase, and receipts for emergency replacements (clothing, toiletries) if the bag was delayed. If transactions occurred in foreign currency include a bank statement showing the conversion rate or use the official exchange rate on the claim date and note the source.

Draft the claim description as a single short paragraph: include flight code, date, baggage tag number, clear list of damaged items with quantities, approximate value and age of each item, and a one-line timeline (checked at X, discovered damage at Y). Example: “Flight XY123, 2025-08-18. Checked bag tag 001234567; upon arrival outer shell cracked at top seam; affected items: Nikon D5600 (serial 12345, purchased 2019, receipt attached), shaving kit (receipt attached). PIR issued at BCN baggage services, reference PIR-000123.”

Submission format and file limits: combine receipts into a single PDF if an online portal only accepts one file; otherwise upload separate image files plus a brief PDF cover letter containing contact details and the PIR reference. Use clear file names and include your last name and PIR number in every filename. If the portal limits size, keep each image under 5 MB and PDFs under 10 MB.

Deadlines and statutory limits: immediate PIR at the airport or within seven days for damage claims and 21 days for delayed delivery claims are standard practice; missing items often require a 21-day deadline before a loss claim is filed. Legal claims under international conventions typically must be brought within two years of arrival–check the carrier’s conditions for exact timeframes. Liability caps may apply (approximately 1,288 SDR per passenger under the Montreal Convention as of mid-2024), so include depreciation data and original receipts to support higher valuations.

After filing: keep the physical bag and damaged items unchanged and retain originals of all documents until the claim is resolved; carriers commonly require inspection. Expect an initial acknowledgement within 14–30 days and a substantive reply within 30–90 days; if no response after 60 days, escalate via the carrier’s complaints department and national enforcement authority or consumer protection agency.

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Typical carrier liability and compensation amounts for damaged checked baggage

Immediate rule: for international carriage governed by the Montreal Convention expect a maximum recovery of 1,288 SDR per passenger for damaged checked baggage – convert to local currency when filing (roughly USD 1,700–1,900 / EUR 1,500–1,700 depending on the SDR rate at filing).

How payout is calculated: carriers most often pay the lesser of actual repair cost or replacement value up to the applicable cap. Many apply depreciation and will offset any salvage value; receipts, repair estimates and proof of purchase determine the final amount.

U.S. domestic travel follows each carrier’s contract of carriage. Typical limits fall between USD 1,500 and USD 3,800; several major network carriers set caps close to the upper end. Optional declared-value programs or special handling can raise those limits for an additional fee–common raised limits range from USD 5,000 to USD 10,000 when available.

Regional, charter and low-cost operators frequently impose lower fixed limits or repair-only remedies. Typical low-cost carrier caps: USD 100–500 unless a paid value declaration is purchased at check-in.

High-value items: jewellery, cameras, laptops and other expensive goods usually exceed statutory caps. Two practical options: 1) carry high-value items in the cabin; 2) buy separate travel or declared-value coverage that specifies a higher insured amount and lists deductibles and exclusions.

Sample calculation: damaged suitcase with receipts showing replacement cost USD 2,500 on an international ticket – carrier applies Montreal cap (~USD 1,800) and depreciation; expected payout will be the capped amount less depreciation, supported by receipts and a repair estimate.

When disputing an offer, cite the governing rule (Montreal Convention or the carrier’s contract of carriage), present itemized invoices, serial numbers and repair quotations, and request a written breakdown showing how depreciation and any offsets were calculated.

On-the-spot repairs, repair vouchers, and filing repair claims after arrival

Ask the airport counter for on-the-spot repair or a written repair voucher immediately and obtain an itemized invoice and a receipt for any work done.

• Documents to collect at the counter:
  • Property Irregularity Report (PIR) number–write it on all documents.
  • Photographs of the item from at least three angles plus close-ups of damaged areas and the baggage tag/flight tag.
  • An official note if the carrier offers a repair voucher: amount, vendor list (if any), expiry date, redeeming instructions, and signature of staff.
  • If a repair is done on site, an itemized invoice showing labour, parts, VAT, date and contact details of the repairer.
• If a voucher is issued:
  • Confirm whether the voucher covers parts and labour or labour only.
  • Check if it is redeemable at external shops; get a written list of approved vendors or explicit wording allowing third‑party repairs.
  • Note expiration (common periods: 30–90 days) and get that date in writing.
• If no on-site repair or voucher is offered, record the refusal in the PIR and take photos; proceed to post-arrival claim steps below.

Post-arrival repair and claim workflow

1. Do not discard the item or any damaged parts; keep original packaging and tags for evidence.
2. Obtain at least two independent, itemized repair estimates from reputable shops (name, address, phone, VAT/registration number). If you use the carrier’s voucher, get the voucher provider’s final invoice.
3. Retain original purchase receipts, serial numbers, warranty cards and any proof of value for high‑value items (credit card statement, original invoice, product listing).
4. Prepare a written claim including the PIR number and attach:
   • Photos (before/after; baggage tag visible where possible).
   • Original repair invoice(s) or estimates.
   • Original purchase receipts or proof of value.
   • Copy of boarding pass and baggage tag stub.
5. Submit the claim per the carrier’s stated method (online portal/email/registered post). For international journeys covered by the Montreal Convention, file a written complaint for damage within 7 days of receiving the item; for delayed property file within 21 days. Keep delivery/read receipts for your submission.
6. If you paid for repairs yourself:
   • Submit the original paid invoice for reimbursement and note whether the voucher already covered part of the cost; include proof of payment (bank transfer/receipt).
   • If reimbursement is denied or partial, request a written explanation and a breakdown of the calculation.

Suggested short claim template (fill and send with attachments):

• Subject: Claim – PIR [PIR number] – Flight [flight number] – Tag [baggage tag]
• Statement: “I received my checked item on [date] with the following damage: [brief description]. PIR number: [PIR]. Attached: photos, boarding pass, tag, purchase receipt, repair invoice/estimates.”
• Refund request: “Request reimbursement of repair cost £/€/$ [amount] (or replacement value if irreparable). Bank details: [IBAN/SWIFT or local equivalent].”
• Attachments checklist: photos, PIR, boarding pass, tag, purchase receipt, repair invoice(s), proof of payment.

If you receive a repair voucher instead of cash:

• Confirm voucher conditions in writing and get vendor contact details; if a voucher fails to cover necessary repairs, pay the difference with receipts for later reimbursement.
• Keep the voucher even after repair until the claim is fully closed.

If the carrier disputes value or liability, escalate with:

1. Independent repair shop invoice and second estimate.
2. Proof of original purchase and market value (retailer invoice, online listing with date‑stamped screenshot).
3. If unresolved after written submissions, consider small‑claims court or a national enforcement body for transport disputes; keep all correspondence and timelines.

FAQ:

Will an airline let me check a suitcase that already has a cracked shell or a broken wheel?

Most carriers will accept a bag with pre-existing damage as checked luggage, but acceptance can depend on the severity of the damage and any safety concern. Tell the check-in agent about the condition so they can note it and avoid blame for prior faults. If the case has loose parts that could fall off or create a hazard on the conveyor, staff may refuse it or ask you to secure those parts. Take photos before handing the bag over and consider using extra straps or tape to keep it closed.

Can I carry a ripped or partially broken carry-on into the cabin, or will gate agents stop me?

Gate agents assess carry-ons for size, fit, and safety. If a bag is falling apart, has sharp protrusions, or could drop contents onto other passengers, staff may require you to check it at the gate or refuse it. Small cosmetic damage usually is allowed, but anything that risks injury or debris may be rejected. If you are unsure, call the airline ahead or declare the condition at check-in to avoid surprises at boarding.

If my luggage was damaged before I flew, can I get reimbursement from the airline?

If the damage happened before you handed the bag to the airline, the carrier is not typically responsible. To protect yourself, photograph the bag before check-in and, if damage is obvious at the airport, inform baggage staff so they can record it. If damage appears after the flight, report it at the baggage service office and complete the airline’s damage report. Keep any repair receipts and follow the carrier’s claim process and deadlines, which vary by airline and route.

What steps should I take if my suitcase is broken during handling by the airline?

When damage is discovered after arrival, go straight to the airline’s baggage office at the airport and fill out the official damage report (often called a Property Irregularity Report). Take clear photos of the damage and retain the baggage tag, boarding pass, and any tracking paperwork. The airline will inspect the luggage and tell you how to submit a claim; they may offer repair, replacement, or monetary compensation according to their rules and any international treaties that apply. Keep receipts for repairs or replacement items and follow up in writing if the airline requests additional documentation.

How can I reduce the risk of my bag being refused or damaged when I travel?

Choose a sturdy case and reinforce weak spots with straps or protective wraps if it is older. Remove loose wheels or handles and pack fragile items inside hard containers or padded wraps. Use luggage tags and a visible internal label with contact details, and take photos of the bag and its contents before travel. Consider a protective cover or shipping fragile items in a hard case. If your bag is already compromised, consider replacing it or checking it only after discussing the condition with airline staff.