Key Takeaways
Click each item to mark as read
- 1✓
Report damage before leaving the airport - you have just 7 days to file.
The 7-day deadline runs from when you received your bag. Miss it and the airline can legally refuse your claim, no matter how clear the damage is.
- 2✓
Take photos of all damage the moment you collect your bag.
Timestamped photos are your strongest evidence. Photograph the bag from multiple angles, including close-ups of broken handles, wheels, zippers, and any damaged contents.
- 3✓
Airlines can pay up to $2,000 USD / EUR 1,920 for damaged baggage.
This is the Montreal Convention maximum. Your actual payout depends on what you can prove was damaged and its value, so the more documentation you have, the better.
- 4✓
Be specific when describing damaged items - vague descriptions get low offers.
Instead of 'my camera was broken', say 'Canon EOS R50, purchased October 2023 for £749, lens cracked and shutter no longer functioning.' Specifics make claims harder to undervalue.
- 5✓
If the airline disputes the damage, get an independent repair estimate.
A written quote from a luggage repair shop or electronics specialist carries weight. Airlines often increase their offer when faced with a professional third-party assessment.
What to do when your bag arrives damaged
File a Property Irregularity Report (PIR) at the airport, on the day you arrive. You can do this at the airline's baggage help desk. Show them the damage and ask them to record it. Then, get a copy and your PIR reference number before you walk away.
You have just 7 days to file a report. Don't wait - let BagHelp handle the paperwork and the airline.
If the baggage desk is unstaffed or you were unable to report it at the airport for any reason, you have up to 7 days from receiving your bag to file a PIR, either on the airline's website or in writing.
What if the contents of your suitcase are damaged?
Damage to the contents of your luggage matters as much as damage to the handles, zippers, or wheels of your suitcase. So, when you make your report, be sure to point out exactly what was broken, and note the approximate value of each item.
Also, be very specific. Don't just say "My camera was broken". Your future claim will be much stronger if you say "Canon EOS R50 mirrorless camera, purchased October 2023 for GBP 749, lens cracked and shutter mechanism no longer functioning". And if you have receipts for the damaged items, even better.
If you don't have receipts, go through your bank statements and email order confirmations. The more you can substantiate, the harder it is for the airline to undervalue your claim when you file it.
How do you file a damaged baggage claim?
You have exactly 7 days from the date you received your damaged bag to submit a claim to the airline. If you miss this deadline, the airline can legally refuse your claim outright, even if the damage is obvious and the evidence in your claim is strong.
To file a claim, visit your airline's website and include as much information about your case as possible. This means you should include your:
The more details you can provide to back up your case, the less likely the airline will dispute or undervalue your claim.
Tip
Ask a luggage repair shop for a written estimate when the airline disputes the extent of the damage. An independent repair or replacement opinion often changes the conversation quickly.
What counts as damage?
Airlines routinely try to reframe significant structural damage as "normal wear and tear." So, knowing the difference and being able to articulate it matters a lot to the outcome of your case. Each airline has their own policies for what will be counted as damage. Always check the terms and conditions for your specific carrier.
If the airline attempts to categorise clear structural damage as normal use, push back with your photographic evidence and, if necessary, a written assessment from a luggage repair shop.
What happens if my damage claim is ignored or denied?
If the airline is disputing the damage, delaying their response, hiding behind the "wear and tear," excuse, or simply not getting back to you, that's where BagHelp comes in.
Damaged baggage claims get complicated quickly. Airlines dispute the value of damage, contest the timeline, make low offers, and count on passengers to accept them or give up. We know this because we deal with them every day.
BagHelp handles your claim from submission to settlement, and we're backed with extensive knowledge and understanding of the Montreal Convention and CAA rules. We can even pursue a claim you've already begun.
If your checked bags were damaged, enter your flight details to start your claim.
FAQs
You can still claim for the bag itself. Get a written repair estimate from a luggage repair shop, or a replacement value quote if the bag is beyond reasonable repair. Submit this alongside your PIR, photos, and proof of travel.
Challenge it, and do so in writing. Airlines use this defence routinely, but there is a clear legal distinction between surface scuffs from normal use and structural damage caused by mishandling. If your bag was in good condition at check-in, and you have photos to prove it, make that case explicitly. A repair professional's written assessment can also help establish that the damage was caused by impact, not use.
Yes, but high-value items such as jewellery, cameras, and professional equipment are subject to standard liability limits unless you made an excess value declaration at check-in. If you didn't declare them, you can still claim, but your compensation may be capped. For future flights, if you're carrying expensive items in your checked luggage, always declare them. The additional fee is typically far less than the gap between standard liability and the item's actual value.
Keep every receipt and include them all in your claim. The airline is liable for reasonable repair costs. If the total repair cost exceeds the bag's value, make that clear and request a replacement assessment instead. Don't let the airline use your proactive approach to getting the bag fixed as a reason to cap your claim.
Yes. Pushchairs and prams are treated as checked baggage, and the same liability rules apply. Airlines and airports are also required to provide a temporary alternative if your pushchair needs repair or replacement and you need it for immediate use. If this wasn't offered, document that as part of your claim.
File your PIR and claim with the airline that operated the specific flight on which the damage occurred, not the airline you booked with. If you can't determine which leg caused the damage, file with the final operating carrier and let them investigate. Keep all ticket and boarding documentation for every leg of the journey.