What to do if an airline damages your luggage
Few travel moments feel worse than arriving, grabbing a suitcase off the carousel – and finding it cracked, torn, or missing a wheel. The good news is that airlines have established processes for baggage damage. The challenge is filing correctly and quickly.
This guide outlines the steps that make claims smoother – what to document, where to report, what deadlines to watch, and what to do if a claim is denied.
Step 1 – Report it before leaving the airport
The single most important step is reporting the damage immediately at the airport baggage desk / baggage service office. In many regions, this is where travellers receive a Property Irregularity Report (PIR) (or similar report number), which is often required to move forward with reimbursement. UK passenger guidance and EU consumer guidance both emphasize filing the report at the airport and keeping a copy.
- Go to the airline’s baggage service desk as soon as damage is noticed
- Request a PIR / damage report and keep the reference number
- Ask the agent what the airline needs next (online form, email submission, receipts)
Step 2 – Take the right photos (they matter more than most people realize)
Before leaving the airport, take clear photos that show both the damage and context:
- A wide photo of the suitcase next to the baggage carousel (or inside the terminal)
- Close-ups of the damaged area (wheel, handle, corner, shell, zipper, frame)
- A photo of the baggage tag (and any airline stickers / gate-check tag)
- If contents were damaged, photograph those items too
Tip: If possible, take a short video showing the issue in motion – for example, a broken wheel that won’t roll straight. It can help make the problem undeniable.
Step 3 – Keep the documents airlines actually ask for
Claims move faster when travellers submit a clean “packet” upfront. Common requirements include:
- Boarding pass and itinerary / ticket receipt
- PIR (or airport damage report number)
- Photos of the suitcase and damage
- Proof of value (receipt, order confirmation, credit card record)
- Repair estimate (sometimes requested, depending on airline)
The US Department of Transportation notes that when damage can’t be repaired, airlines typically negotiate compensation based on value and depreciation – and that airlines generally don’t cover pre-existing damage.
Step 4 – Know the deadlines (especially for international travel)
For international itineraries, time limits can be strict. Multiple consumer-rights sources summarizing the Montreal Convention emphasize that damaged baggage complaints should be submitted in writing within 7 days (and delayed baggage within 21 days).
| Situation | Best practice | Common international deadline guidance |
|---|---|---|
| Damaged checked baggage | Report at the airport, then submit the written claim right away | Often referenced as within 7 days |
| Delayed baggage | File a mishandled baggage report at the airport | Often referenced as within 21 days |
Domestic rules vary by country and airline contract of carriage. The safest approach is always the same – file immediately at the airport and follow up in writing as soon as possible.
Step 5 – What airlines can’t easily brush off
Airlines often label certain issues as “normal wear,” but the US DOT notes that while airlines aren’t required to cover fair wear and tear, they cannot exclude liability for damage to wheels, handles, straps, and other components of checked baggage.
That distinction matters. A small surface scuff may be treated differently than a broken wheel that affects function.
Step 6 – Ask for repair first (and get it in writing)
Many airlines will offer repair through an approved vendor. If repair is not possible, they may offer a settlement based on the bag’s value and depreciation.
- Request a written confirmation of what the airline will cover
- If they offer repair, ask where to bring/send the bag and expected turnaround
- If they offer compensation, ask how they calculated the amount
Step 7 – If the airline denies the claim
Denials happen. When they do, travellers usually have three options:
- Escalate within the airline – reply with the PIR number, photos, and a concise summary of the issue
- Use travel insurance – often faster, depending on policy terms
- Use consumer escalation channels – depending on country (regulators, consumer centres, small claims)
EU consumer guidance also notes airlines typically won’t pay “new for old,” and may request proof of value.
Where Monos’ Lifetime Warranty+ fits in
Airline claims are about what happened in transit. Warranty support is about what happens after the trip – helping travellers get back on the road when a component fails or needs service.
Monos offers warranty coverage details here: Warranty and repairs. For travellers enrolled in Lifetime Warranty+, the goal is a more supported experience – particularly when travel damage creates a real interruption and the next trip is already on the calendar.
Best approach: File the airline claim first (with a PIR and photos). Then, if the suitcase needs service or parts, initiate the Monos warranty process as the next step. These paths are complementary – one addresses carrier responsibility, the other helps keep the journey moving.
A simple claim template travellers can copy
Keeping the claim message short and structured helps. Here’s a clean format:
- Subject: Damaged baggage claim – PIR #[_____], Flight [_____], Date [_____]
- Summary: “Upon arrival, checked bag was damaged (wheel/handle/shell). Damage was not present before check-in.”
- Attachments: PIR, boarding pass, baggage tag photo, damage photos, proof of purchase (if available)
- Request: “Please confirm next steps for repair or reimbursement.”
