Michael Turner
Deadlines: For international transport governed by the Montreal Convention, submit a written claim for damage within 7 days from the date you received the bag; for delayed delivery the limit is 21 days from when the bag was handed to you. Liability for checked bags is capped at 1,288 SDR (Special Drawing Rights); convert to your currency using the current SDR exchange rate when preparing a claim.
Documentation to collect and keep: the PIR number, boarding pass, baggage claim tags, original purchase receipts, serial numbers, dated photos showing scale and context, a repair estimate from an independent shop and any packaging or tags that prove condition on check‑in. Do not discard any damaged parts or receipts until the claim is resolved.
What carriers typically offer: on-site assessment and either a repair arranged through their contractor, a cash settlement up to the legal liability limit or reimbursement based on declared value if you paid an excess-value fee at check-in. If you accept repair, get a written scope of work and a warranty; if you seek reimbursement, provide proof of purchase and a repair invoice or replacement receipt.
If a claim is denied or stalls, escalate to the operator’s customer-relations unit, then to the national enforcement body for aviation in the country of departure or the carrier’s home state. Use travel-insurance or credit-card purchase protection as a parallel recovery route – submit the same PIR, photos and receipts. Expect an administrative reply within 30–60 days; if unresolved, prepare a small-claims filing citing the Montreal Convention (or the carrier’s contract of carriage) and include full documentation.
Quick checklist: PIR number, photos, boarding pass, baggage tag, receipts, repair estimate, written claim within 7 days for damage. Keep copies of every message and claim number until final settlement.
Do carriers compensate damaged suitcases?
File a damage report at the airport counter immediately and obtain the Property Irregularity Report (PIR) or incident number; submit a written claim within the carrier’s deadline (for international travel governed by the Montreal Convention this is 7 days from receipt of the bag).
Document everything: color photographs of the damage, full-view and close-ups; boarding pass and bag tags; original purchase receipts for the bag and high-value contents; repair estimates from two independent shops; the PIR number and the agent’s name. Keep the damaged item and any packaging until the claim is resolved.
Compensation usually follows one of three routes: authorized repair, cash reimbursement based on repair cost or depreciated value, or an offer up to the legal liability cap. For international claims under the Montreal Convention the limit for checked items is 1,288 SDRs (convert to local currency using current IMF SDR rates; this is often in the low thousands of USD/EUR). Domestic liability caps vary by carrier–check the contract of carriage or tariff.
Negotiation tactics that increase recovery odds: obtain written repair estimates, submit a concise claim packet with photos and receipts, decline any verbal settlement until you receive a written offer, and cite the PIR number in all communications. If you paid with a travel card, open a claim with the card issuer for purchase protection or travel benefits; supply the carrier claim reference when asked.
If the carrier’s response is unsatisfactory, escalate: submit a formal complaint to the carrier’s customer relations, then to the national aviation regulator or consumer protection agency. Keep timelines in mind–expect an initial acknowledgment within a few weeks and a final reply within 30–60 days in many cases; use small-claims court as a last step if documented attempts fail.
Claim letter template (paste into carrier form or email): “Passenger name: [Your name]. Flight: [flight number/date]. PIR/incident #: [number]. Description of damage: [short description]. Items affected: [bag model + contents]. Documents attached: photos, boarding pass, bag tag, original receipts, repair estimates. Requested remedy: repair authorization or monetary compensation equal to [repair estimate or declared value]. Contact: [phone/email].”
When are carriers liable for damage to checked baggage?
Report damage at the carrier’s baggage service desk before leaving the airport and submit a written claim within 7 days to preserve legal rights.
Legal framework: International carriage is governed by the Montreal Convention. Liability for damage to checked baggage is limited to 1,288 SDR per passenger (convertible to your currency at the current SDR exchange rate). Domestic rules vary; consult the carrier’s contract of carriage for local limits and procedures.
What creates liability: Carrier responsibility arises when handling, loading, unloading or transport causes damage. Liability is avoided if the damage results from an inherent defect, normal wear and tear, or improper packing by the passenger.
Required actions at arrival: inspect the checked items immediately; if damage is visible, obtain a Property Irregularity Report (PIR) or written confirmation from the carrier’s ground staff; photograph the damage and retain the bag tag and boarding pass.
Documentation to include in a written claim: PIR/reference number, date/time of arrival, photos of the damage, original bag tag and boarding pass, proof of purchase or repair receipts, description of contents and their value. Include your contact details and bank information for reimbursement.
Deadlines and litigation: file a written complaint within 7 days for damaged checked items and within 21 days for delayed delivery (per Montreal Convention); time-limit to bring suit is typically 2 years from the date of arrival or from the date the baggage should have arrived.
Excluded items and special rules: high-value goods (jewelry, money, negotiable instruments), fragile objects, and electronics are often excluded from standard compensation unless declared and covered by a paid higher valuation. Items inadequately packed by the passenger are not covered.
Declared value and excess protection: you may increase carrier liability by declaring a higher value at check-in and paying the associated fee; retain invoices as proof of value. Consider separate travel insurance that covers the full replacement cost and covers exclusions.
If a claim is denied: request a written denial with reasons, escalate to the national enforcement authority or consumer protection agency, and consider small-claims court or civil action under the applicable convention or national law.
How to inspect and document checked-bag damage at the airport counter
File a Property Irregularity Report (PIR) with the carrier at the counter immediately and obtain a printed copy with the reference number, employee name and badge ID before leaving the airport area.
- Immediate physical check (at carousel / service desk):
- Examine outer shell: corners, seams, shell cracks, scuffs, detached panels.
- Test handles, telescopic tubes, wheels and wheel housings for cracks, wobble or missing parts.
- Open the suitcase: inspect zippers, lining, internal frames, straps and any punctures or stains.
- Check contents item-by-item for breakage, water exposure, or staining; keep damaged items separate and keep original packaging if present.
- Photos and video – minimum requirements:
- Wide shot showing entire bag plus baggage tag stub and boarding pass in frame.
- Close-ups of each damaged area (handle, wheel, zipper, seam); include a ruler or a card for scale.
- Short video (10–20 seconds) showing opening, closing and how handles/wheels operate; speak the date and flight number on camera.
- Ensure time/date is visible on device or use an app that embeds timestamps.
- What to get from the counter:
- Printed PIR with reference number and a copy for you.
- Full name and badge/employee ID of the agent who completed the report.
- Clear written note of next steps, contact person, claim submission method and expected response window.
- Confirmation whether the carrier will hold the bag for inspection or return it to you immediately.
- Documentation to keep and later submit:
- PIR copy, boarding pass, checked-bag tag stub and passport/ID.
- All photos and video files (keep originals; upload backups to cloud storage).
- Receipts proving value of high-ticket items and any immediate repair receipts.
- Repair estimates or quotes from a recognized repair shop if requested.
- Wording examples for the PIR or agent notes:
- “Received checked bag with cracked right-wheel housing; handle telescopic tube bent; internal lining torn; contents visually intact.”
- For water exposure: “Contents wet; internal lining saturated; visible water stains on electronics box (photographs attached).”
- Deadlines and follow-up:
- File the on‑site PIR before leaving the terminal; if damage is discovered later, submit written notice to the carrier within 7 days of receipt.
- Keep a log of all communications: dates, names, reference numbers and promised response times.
- Practical airport tips:
- Do not discard the damaged bag, parts or packaging until the claim is resolved.
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- If the counter offers on-site repairs, request a written estimate and a time window for completion.
When submitting a written claim after the flight, include the PIR reference, flight number, date, baggage tag number, boarding pass copy, detailed photos/videos, repair estimates and original purchase receipts; use concise factual descriptions and attach all files in chronological order.
Step-by-step: filing a damaged baggage claim with the carrier
File a written claim with the carrier within 7 days of receiving the damaged checked bag; include the PIR/reference number, dated photos, boarding pass, bag tag, repair estimate, and proof of value.
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Obtain and record the incident number.
At the airport, request a Property Irregularity Report (PIR) or incident reference and write down the exact case number, the agent’s name, station code and the time/date. If you missed the desk, call the carrier’s baggage office immediately and request an emailed confirmation of the report.
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Assemble required documents.
- Boarding pass and ticket/PNR.
- Baggage claim tag(s) issued at check-in.
- PIR/incident report copy and case number.
- High-resolution photos showing full bag, close-ups of damage, interior content damage, and serial numbers or maker labels.
- Original purchase receipts or, if unavailable, recent bank/credit card statements showing purchase.
- Repair estimate from a certified repairer or manufacturer service centre; keep the damaged parts until instructed otherwise.
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Write a concise claim letter/email (use registered or tracked delivery).
Address the carrier’s baggage claims department, put the PIR number in the subject line, and attach the documents above. Keep the message factual and list the remedy sought (repair cost, fair market value, or reimbursement). Send via the carrier’s official claims portal or certified mail and keep delivery proof.
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Use specific deadlines and legal references.
For international travel under the Montreal Convention, complaints about damaged checked baggage must be filed in writing within 7 days of receipt. Note the Convention’s maximum liability for checked baggage (1,288 SDRs – convert to local currency at the current rate). For domestic itineraries, check the carrier’s contract of carriage for the exact filing window (some require notification within 24–48 hours).
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Follow up with supporting invoices and final repair bill.
If the carrier requests inspection or returns the bag, comply within their stated timeframe. Submit the repair invoice or replacement receipts as supplemental evidence. If the carrier offers repair rather than monetary payment, request a written estimate and a timeline for completion.
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Track response times and escalate if needed.
Log dates of all communications. Many carriers respond within 7–30 business days; if there is no substantive reply in 30 days, escalate to the carrier’s customer relations team, then to the national aviation authority or consumer protection agency. For US-originated claims, file a DOT complainant record if the carrier fails to respond satisfactorily. Consider small claims court when the claimed amount is within the court’s limit.
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Preserve evidence and receipts for reimbursement calculations.
Keep original damaged items until told to dispose of them. If an item has serial numbers or is high-value (tools, electronics), include authenticated valuation or serial documentation. For example, if transport of specialty equipment relates to a business, attach invoices and product pages such as best pressure washer for car wash business to demonstrate market value.
Sample claim text (short)
Subject: Claim for damaged checked bag – PIR #[insert number] – Flight [XX123] [date]
To whom it may concern: I received my checked bag on [date] with the damage described in PIR #[insert]. Attached: boarding pass, bag tag, photos, purchase receipt, and repair estimate for $[amount]. I request reimbursement of repair costs or monetary compensation consistent with your contract of carriage and applicable international conventions. Please confirm receipt and provide a claim reference and expected resolution timeline.
Practical tips
- Scan and back up all documents immediately; use time-stamped photos.
- When obtaining repair estimates, get at least one written quote from an authorized service provider.
- Accept partial settlements only after verifying how depreciation was calculated and obtaining the full release in writing.
- Keep all original packaging and detached parts; carriers sometimes require inspection before final payment.
Compensation and repair options for damaged checked baggage – payout limits
Submit a professional repair invoice and all purchase receipts within the carrier’s claim window; if the carrier’s liability cap does not cover the full loss, file a claim with your travel-insurance provider or card issuer for the remainder.
International travel: under the Montreal Convention the maximum liability for damaged checked baggage is 1,288 Special Drawing Rights (SDR) per passenger. Convert SDR to your currency at the IMF rate on the claim date (1,288 SDR is roughly in the mid‑thousands of USD/EUR depending on exchange fluctuations).
Domestic travel: liability limits are set by each carrier in its contract of carriage and vary widely. Typical caps fall between about $1,000 and $3,800 per passenger for checked items; some carriers offer optional declared‑value coverage or excess‑loss programs for an added fee – always check the specific contract or ticket add‑ons before claiming.
Common remedies: (1) payment of actual repair costs (vendor invoice required), (2) cash settlement for a depreciated replacement value, (3) payment up to the carrier’s liability cap when repair is not feasible, or (4) arranging repair through an approved vendor at carrier expense. Carriers may subtract depreciation and consider item age; expect line‑item evaluation for electronics, wheels, handles and fabric.
Documentation that maximizes payout: original purchase receipts or credit‑card statements, dated repair estimates and final invoices, baggage tags and boarding pass, photos of damage, and the carrier’s damage report. Submit all documents within 7 calendar days for damage claims under Montreal Convention; many carriers require a similar 7‑day window domestically (delayed baggage has a separate 21‑day rule for loss).
Timing and escalation: carriers commonly acknowledge claims quickly but may take 30–60 days to pay. If a settlement is inadequate, escalate with the carrier’s customer‑relations office, then file a complaint with the relevant national aviation authority or proceed to small‑claims court. Use travel insurance or credit‑card protections to recover amounts above the carrier cap and obtain simultaneous coverage by filing both carrier and insurer claims promptly.
How temporary fixes and third-party repairs are reimbursed
Always seek written pre-approval from the carrier before authorizing third-party repairs; if pre-approval is unavailable, obtain itemized estimates and keep all receipts to support a post-repair claim.
Required documentation: property irregularity report (PIR) or damage report at the counter, boarding pass and bag tag, timestamped photos of the damage, original purchase receipt (when claiming depreciation or total loss), a detailed repair estimate on company letterhead (parts, labor, serial numbers) and the final paid invoice showing method of payment.
How payment is calculated: carriers most often reimburse actual repair costs up to the carrier’s assessed damage value or the liability limit (for international carriage this is 1,288 SDR). Reimbursement is frequently adjusted for depreciation; expect reimbursement to be the lesser of (a) the repair bill, (b) the damaged item’s current market value, or (c) the carrier’s liability cap.
Temporary fixes (tape, zip ties, field stitches): emergency repairs are sometimes accepted if supported by a receipt and photo of the finished repair, but payments for such work are generally modest and may be deducted from any later approved permanent repair reimbursement. Keep originals of replaced parts if requested for inspection.
Direct-billing and approved vendors: some carriers list authorized repair vendors that can bill the carrier directly or provide guaranteed estimates. Using an approved shop speeds settlement; using an outside shop usually requires submission of full paperwork for post-payment review.
Currency, taxes and fees: submit invoices showing local currency and tax; carriers convert to their settlement currency and may exclude sales tax or VAT if local law or the contract of carriage allows. Include a clear subtotal for parts and labor to avoid conversion disputes.
Timelines and follow-up: file a damage claim immediately at the airport and submit repair documentation within the carrier’s deadline (for international damaged baggage the Montreal Convention requires written notice within 7 days of receipt). Once documentation is received, typical processing ranges from 2 to 8 weeks; if no response within 30 days, escalate to the carrier’s claims department and request a claim-status reference number.
Common denial reasons: missing PIR or bag tag, repairs done without pre-approval when that was required, invoices lacking company details, repair cost exceeding assessed loss or declared value, and failure to produce original parts. If denied, provide additional evidence (purchase receipts, manufacturer serials, repair photos) and consider credit card protection or travel insurance as secondary recovery routes.
FAQ:
Will an airline replace my suitcase if it arrives damaged?
Airlines can repair or pay for damaged luggage when damage is due to their handling. Report the damage at the airport baggage office before you leave, keep your baggage claim tag and boarding pass, and take photos. The carrier may offer repair, reimbursement, or a replacement depending on its policy and liability limits. If you do not report the damage at the airport, a claim is much harder to win.
What paperwork and evidence do I need to file a damage claim?
File a written report at the airport (often called a PIR or damage report) and get a copy. Save the baggage claim tag, boarding pass, and any boarding receipts. Take clear photos of the damage and of the tag. Keep the original purchase receipt for the suitcase and any repair estimates or receipts. Submit these documents with the airline claim form. Many carriers require a damage complaint within seven days of receiving the bag for international travel, but check the specific deadline for your carrier.
How do airlines decide whether to repair or replace luggage, and what payout should I expect?
An airline inspects the item and assesses the extent of damage. If repair is practical and less costly, they often arrange or pay for repairs. If the item is beyond repair, they may offer reimbursement up to the carrier’s liability limit. Payouts can reflect depreciation based on age and condition. For international trips the carrier’s liability is limited by international rules (for example, the Montreal Convention) and the amount is expressed in Special Drawing Rights (SDRs); check the current limit and how your airline applies depreciation. If you disagree with the offer, you can ask for a written explanation, provide additional evidence such as recent purchase receipts, or pursue a dispute through the airline’s complaints process or small claims court.
My suitcase was old or bought overseas. Will the airline still compensate me?
Yes, you can still file a claim, but compensation will reflect the item’s current value rather than the original purchase price. Age and prior wear reduce the amount an airline will pay. If you lack a receipt, provide comparable prices or repair estimates to support your claim. Also note that damage from normal wear, improper packing, or preexisting flaws is typically not covered. If you have travel insurance or credit card coverage that protects checked baggage, that can cover replacement cost beyond the airline’s limits.
