On one of my trips, my suitcase was damaged during a flight. Although this happens more often than you might think, many travellers aren’t sure what to do when they discover their luggage has been damaged. The good news is that the claims process is usually straightforward and, in most cases, follows a very similar procedure regardless of the airline you’re flying with.
If you’ve ever collected a damaged suitcase from the baggage carousel, or simply want to know what to do if it ever happens to you, this guide explains exactly what to do.
I was travelling back from Marrakech with my cabin suitcase when, just before boarding, the airline staff asked me to check it into the hold because there was no space left in the overhead lockers. I didn’t mind, but as I watched my suitcase being thrown onto the baggage cart from quite a height, I couldn’t help thinking that it probably wasn’t going to survive the journey unscathed.
Unfortunately, I was right. When I arrived in Porto, my suitcase was badly damaged. There were four of us travelling together, and three of our suitcases had suffered exactly the same fate.
Like most travellers after a long journey, we were tired and just wanted to get home. Even so, we resisted the temptation to leave the airport and reported the damage straight away. The flight had been full, yet only the three of us submitted a claim. It’s hard to believe our luggage was the only baggage that had been damaged, which makes me wonder why so many people choose not to report it. Perhaps they don’t know they’re entitled to make a claim, or maybe they’re simply too exhausted after travelling.
What Should You Do If Your Suitcase Arrives Damaged?
The most important piece of advice is simple: don’t leave the airport without reporting the damage.
It might be tempting to head straight home after a long flight, but taking a few extra minutes to report the problem could save you a lot of hassle later on. If you leave the airport without notifying the airline, proving that the damage occurred during the flight becomes much more difficult, and your claim may even be rejected.
Once you’ve reported the issue, the claims process is usually straightforward and follows a similar pattern with most airlines.
How to Report Damaged Luggage
1. Go to the airport baggage service desk
Before leaving the arrivals area, head to the airport’s baggage service desk. Most airports have a dedicated baggage assistance desk that handles issues such as damaged, delayed or lost luggage on behalf of several airlines. Simply let the staff know which airline you travelled with, and they’ll guide you through the next steps.
2. Complete a Property Irregularity Report (PIR)
A member of staff will inspect your suitcase and complete a Property Irregularity Report (PIR), the standard document used to record baggage-related incidents.
The report will usually include:
- your personal details;
- your flight information;
- a description of the damage; and
- details that identify your suitcase.
Once everything has been recorded, you’ll receive a copy of the report along with a reference number for your claim. Keep this somewhere safe, as you’ll need it if you have to contact the airline later.
3. Follow your airline’s instructions
After your claim has been registered, the next steps will depend on the airline’s own procedures.
In my case, I was flying with Iberia. After reporting the damage at the airport, I contacted the airline and was asked to complete an online claim form. Just a few days later, a brand-new suitcase was delivered to my home. Even better, I was given a choice of several models that were similar to my original luggage, which made the whole process much smoother than I had expected.
Can You Report Damaged Luggage Later?
Technically, yes, but it’s far from ideal. If you leave the airport without reporting the damage, the airline may argue that your suitcase was damaged after you collected it, making it much harder to prove that the incident happened during transport.
For that reason, it’s always best to inspect your luggage as soon as you collect it and report any damage before leaving the arrivals hall. A few extra minutes at the airport could save you a lengthy dispute later.
How Long Do You Have to Report Damaged Luggage?
Under the Montreal Convention, passengers generally have 7 days from the date they receive their luggage to submit a written claim for damaged baggage. However, it’s always best to report the damage immediately at the airport before leaving the arrivals area, as this makes the claims process much easier.
Is It Worth Making a Claim?
Based on our experience, absolutely. Many travellers assume that claiming for damaged luggage is complicated or not worth the effort, but that’s often not the case. The process is usually quick, and depending on the extent of the damage and the airline’s policy, your suitcase may be repaired, replaced with a similar model, or you may even receive financial compensation.
In our case, the entire process at the airport took just a few minutes, and within days we had received brand-new suitcases. It was well worth taking the time to report the damage before leaving the airport.
Hopefully, you’ll never need to use the advice in this guide. But if you ever find yourself collecting a damaged suitcase from the baggage carousel, you’ll know exactly what to do. The most important thing to remember is simple: don’t leave the airport without reporting the damage. Those few extra minutes could make all the difference.
Happy travels!
