Do airlines have to pay for damaged luggage

Answer: If checked baggage arrives broken, request a Property Irregularity Report (PIR) at the arrivals desk, photograph all defects (wide shots plus close-ups), retain boarding pass and bag tags, and submit a written claim within seven days under the Montreal Convention; liability is capped at 1,288 Special Drawing Rights (SDR) per passenger in international carriage.

Time limits and amounts: A written complaint about harmed checked items must reach the carrier within 7 days of receipt; complaints about delayed bags require notification within 21 days; total-loss claims are typically processed after the 21-day delay window. Convert SDR to local currency using the IMF rate on the payment date when calculating entitlements.

Practical checklist: inspect checked items at the carousel, photograph exterior plus interior, obtain a PIR reference number, keep original purchase invoices and any repair or replacement receipts, and submit those documents with the claim via the operator’s official portal or email. Record all submission timestamps and keep copies of every exchange.

Loss limitations and exclusions: fragile goods packed in checked units often receive reduced recovery if packing is judged inadequate; high-value items, cash and electronics should travel in the cabin. Consider an independent travel-insurance policy or credit-card purchase protection to secure coverage above the carrier’s statutory cap and to cover depreciation or replacement beyond the SDR ceiling.

Dispute steps when offers are low or denials occur: escalate to the national regulator overseeing the operator, reference relevant Montreal Convention articles and the PIR number, prepare a small-claims filing within local statute deadlines, and attach dated proofs of value, repair estimates and all prior correspondence to strengthen the case.

How to file a broken-bag claim with the carrier step-by-step and meet reporting deadlines

File a Property Irregularity Report (PIR) at the carrier’s baggage desk immediately after you discover the problem and obtain the written reference before leaving the airport.

1. At the airport – immediate actions

   • Report the issue at the baggage service counter and request a PIR; record the agent name, time and PIR number.
   • Keep your boarding pass, baggage tag and any travel documents that match the tag number.
   • Photograph the bag from multiple angles, internal contents and any broken fittings while still at the desk; timestamped photos speed claims.

2. Deadlines to meet

   • File a written claim for physical harm within 7 days from receipt of the bag.
   • For delayed arrival of baggage, submit a claim within 21 days after the bag reaches you.
   • Legal deadline for civil claims under the Montreal Convention: two years from the date of arrival or the date when the bag should have arrived.

3. Documentation checklist

   • PIR copy and reference number.
   • Boarding pass, checked-tag/stub and itinerary.
   • High-resolution photos showing exterior, interior and serial numbers if present.
   • Original purchase receipts for big-ticket items and repair estimates or professional assessments.
   • Receipts for emergency replacement purchases (keep originals; carriers often reimburse reasonable costs).
   • Police report if theft or vandalism suspected.
   • Consider checking nearby security footage; see are dome security cameras better for camera placement tips when seeking third-party footage.

4. Filing the claim

   • Use the carrier’s official claim portal or the email address listed on the PIR; include PIR number in the subject line.
   • Attach all documents as PDF or high-quality JPG and list items with purchase dates and values.
   • Keep a dated copy of the submission and any automated confirmation; if no acknowledgement within 7–14 days, resend and call the service center.

5. Value limits and expected timelines

   • Contract of carriage or international treaty caps liability; confirm the current Special Drawing Rights (SDR) limit on the carrier’s website or in the ticket contract.
   • Typical administrative response window: 2–6 weeks; request interim status updates after 14 days if no reply.

6. If the claim stalls

   • Escalate to the carrier’s claims supervisor and reference the PIR and submission dates.
   • File a complaint with the national aviation authority or consumer protection agency if the carrier’s response is unsatisfactory.
   • Consider small-claims court if statutory windows remain open; retain all correspondence and certified-mail proofs.

7. Practical tips to speed resolution

   • Prepare a concise itemized claim form with receipts and repair quotes attached.
   • Use tracked email or certified post for written claims that require a physical signature.
   • Document every phone call: date, time, name of representative and summary of the exchange.
   • For quick interim relief, submit receipts for essential replacements with the initial claim rather than waiting for final appraisal.

Exact documents, photos and receipts carriers expect when proving harm to checked baggage

Collect and organize these items immediately after noticing visible harm to checked baggage; submit originals where possible and keep certified copies.

Mandatory paperwork

1. Property Irregularity Report (PIR) or airport incident report: scanned copy showing reference number, date, time, staff name or badge, and short description.
2. Boarding pass and baggage tag stub: clear scans that show passenger name, flight number, date, and tag barcode or number.
3. Government ID: passport or driver’s license copy matching the passenger name on the ticket.
4. Completed carrier claim form: printed copy with signature and the carrier reference number added by staff.
5. Police report when theft or criminal intent suspected: include report number and law-enforcement contact details.

Photographs and digital evidence

• Exterior series: at least five photos showing full suitcase, each side, close-ups of tears, broken handles, wheels, and stamped tag attached to handle. Include an object for scale (credit card, coin) and ensure timestamps or embedded metadata remain intact.
• Interior series: photos of lining, contents, padding, and any internal fractures or stains; photograph serial numbers and model labels on the shell or tags.
• Sequence shots: one image of the bag on the carousel or at check-in, one immediately upon opening, and one after any temporary stabilization.
• Unedited originals: keep original camera files (JPEG/RAW); export copies in high-resolution JPG only when requested by the carrier; preserve EXIF metadata and do not compress.
• Lighting tip: use steady, shadow-free illumination; consider studio softboxes when available – see best studio lighting umbrella light boxes for novatron strobes to improve clarity of close-ups.

Label every file with a short identifier: [PIR-number]_[date]_[description].jpg. Store a duplicate set in cloud storage and record upload timestamps.

Receipts, valuations and repair evidence

• Original purchase receipt or invoice showing model name, serial number if present, purchase date, and purchase price. If original missing, submit bank or credit-card statement entry with merchant name and transaction date.
• Manufacturer warranty, product registration confirmation email, or authenticated proof of ownership when item is high-value (designer suitcase, electronics inside).
• Itemized repair estimate from a recognized repair shop: include shop letterhead, contact details, detailed parts/labor breakdown, VAT/Tax ID, and date. If immediate replacement purchased, include retailer receipt and serial numbers of replacement items.
• Receipts for emergency purchases: receipts for temporary replacements (toothbrush, clothing) with short inventory list linking each item to the incident; label as “temporary expenses”.
• Appraisal when declared value exceeds typical limits: certified appraisal from accredited appraiser with signature and valuation date.

Keep originals of all receipts and invoices; submit scanned copies during the claim process and reserve physical originals until carrier acknowledges claim closure. When replacing the bag, consider a more durable model such as a best computer backpack for men if shifting to a carry-style solution.

Attach a one-page chronological summary listing each document, photo filename, and submission date; include a single contact phone number and email on the summary to speed verification by the carrier.

Understanding carrier liability limits: Montreal Convention, US rules and per-item caps

Treat the Montreal Convention ceiling of 1,288 SDR as the baseline liability; obtain declared-value coverage or private insurance to cover values above that cap.

Montreal Convention: statutory ceiling and timelines

The Montreal Convention sets a maximum liability amount of 1,288 SDR per passenger; applies to destruction, loss or damage of checked baggage (roughly USD 1,700–1,900 depending on exchange rates). Immediate airport irregularity report required; written complaint must follow within 7 days (damage), 21 days (delay), and legal action limited to two years. SDR-to-currency conversion uses the International Monetary Fund rate on the date of settlement; calculate the USD equivalent when preparing a claim.

U.S. domestic rules and per-item limits

U.S. domestic carriage commonly posts higher dollar ceilings than Montreal’s SDR cap; many carriers publish a maximum near USD 3,800 per checked bag, with contractual per-item sublimits commonly ranging from USD 100 to USD 1,500. Carrier contracts may exclude valuables unless declared and an additional valuation fee is charged at check-in. To increase recoverable amounts, declare high-value articles, select declared-value options when available, or purchase private insurance that specifically covers checked items and personal effects. Note that Montreal applies to international sectors involving contracting states; when an international segment is covered by the treaty, its SDR ceiling will generally govern overall liability even if the itinerary includes domestic legs.

How carriers assess compensation: valuation, depreciation and proof of purchase

Submit original receipts, photos showing serial numbers and an independent repair estimate at the earliest inspection to maximize claim settlement.

Assessment sequence: on-site condition inspection, classification as repairable or total loss, valuation calculation and salvage appraisal if retention is proposed.

Valuation methods used: declared value (excess declaration purchased at check-in or online), actual cash value (ACV = original purchase price minus depreciation) and replacement cost (market price to buy an equivalent new item). Providers commonly authorize repair when a credible estimate is lower than ACV; otherwise ACV or replacement cost guides settlement.

Typical depreciation practice (examples frequently applied): electronics – 25–40% year one, then 10–15% each additional year; soft-sided cases and textiles – 30–50% year one, then 15–20% yearly; hard-shell ABS/polycarbonate – 10–25% year one, then ~10% yearly. Items older than five years often receive steep reductions or nominal valuation.

Calculation example: camera bought at $800 two years earlier. Depreciation schedule: 30% year one, 15% year two. ACV = 800 × (1−0.30) × (1−0.15) = $476. If a repair estimate is $200, the carrier typically arranges repair; if total loss declared, settlement approaches ACV minus salvage.

Salvage and retention: if the passenger retains the item, expect a salvage deduction from the quoted settlement. Example: ACV $476, salvage $50 → net settlement $426. If surrender requested, salvage value is usually retained by the carrier and not rebated.

Document checklist that materially improves outcomes: original itemized receipt, credit-card or bank statement showing purchase, manufacturer invoice or warranty, serial-number photos, timestamped pre-loss images, original packaging and tags, independent repair estimate and professional appraisal for high-value goods. Electronic proof accepted but printed copies strengthen the file.

If originals are missing, submit bank records plus contemporaneous product listings with comparable pricing and dated photos; expect increased depreciation and additional scrutiny when purchase proof is incomplete.

When a settlement offer arrives, request a written breakdown showing: baseline purchase price, year-by-year depreciation percentages, salvage allowance and currency basis. If the worksheet is absent or unclear, escalate with an independent appraisal and an itemized appeal.

When premium valuation was declared at check-in, that declared amount becomes the primary basis of calculation; present the declaration receipt to ensure the correct limit is applied.

Keep the item until the claim is closed and avoid repairs or disposal without written authorization. Retain all correspondence, photographs and invoices; consolidate these elements into a single PDF to submit during appeals or external reviews.

When to use travel insurance or a credit card claim after a carrier denial

If a carrier denies liability, file a credit-card claim when the card’s baggage benefit limit meets or exceeds the item’s replacement cost and the issuer’s claim window is shorter than the insurer’s; select a travel-insurance claim when total loss or non-baggage elements (trip interruption, emergency medical expenses, high-value electronics) exceed card limits or require broader reimbursement types.

Credit-card benefit quick-check: confirm ticket purchase requirement with the card, exact per-incident and per-item limits, whether coverage is primary or secondary, deductible amount, and the issuer’s deadline to submit supporting evidence. Typical ranges: aggregate limits commonly $500–$5,000; per-item caps $100–$1,500; filing windows 30–90 days from incident; processing often 2–12 weeks.

Travel-insurance quick-check: verify the policy’s personal-effects limit, any high-value item endorsements, deductible level, covered cause list, and claim timeframes. Typical travel policies: personal-effects limits $1,000–$5,000; single-item sublimits frequently $500–$2,500 unless scheduled; deductibles commonly $0–$250; claim notice windows 20–60 days, with final documentation due within 90 days in many contracts.

Sequence that reduces denial risk: (1) keep the carrier damage report and repair estimate or local police report; (2) notify card issuer immediately and submit a provisional claim if deadlines are imminent; (3) open a travel-insurance claim next if card limits are insufficient or non-baggage losses exist; (4) avoid accepting a small carrier settlement that prevents later higher recovery unless the settlement equals or exceeds total loss. Do not destroy receipts or repair estimates until claims close.

Subrogation and duplicate reimbursement: insurers or issuers will often seek recovery from the carrier via subrogation when they reimburse you. Assigning rights to an insurer is common; if a card reimburses first, the issuer may pursue recovery directly. Disclose other recoveries on each claim form and refund duplicate amounts when requested.

Example scenarios and recommended path:

Final actionable checklist: read issuer benefit guide and the insurance declaration page immediately; copy ticket and boarding pass; photograph items and tags; collect repair estimates and receipts; note all claim deadlines; file with the issuer first when its window is shortest, then with the insurer if limits prove inadequate or non-baggage losses apply.