Key Takeaways
Click each item to mark as read
- 1✓
Report damage at the airport on the day - you have only 7 days to file a claim.
The 7-day deadline starts from when you received your bag. Airlines will reject claims filed after this window, even when the damage is clearly visible and documented.
- 2✓
Photograph everything before you leave the baggage hall.
Timestamped photos taken on the spot are far more compelling than photos taken later at home. Include close-ups of broken handles, wheels, zippers, and any damaged contents.
- 3✓
Airlines are liable for up to $2,000 USD / EUR 1,920 under the Montreal Convention.
This cap applies on international flights. Your actual payout depends on what you can prove was damaged and its current value, taking depreciation into account.
- 4✓
Be as specific as possible when listing damaged items.
Airlines use vague descriptions as an excuse to pay less. Name each item, give its purchase date, original price, and describe the damage precisely. Include receipts, bank statements, or order confirmations.
- 5✓
An independent repair estimate can significantly increase what the airline offers.
If the airline disputes the value or extent of damage, a written quote from a repair shop or electronics specialist often changes the outcome. It's hard to argue against a professional assessment.
What will the airline pay if they damage my baggage?
If your checked bag looks like it went through a grinder, remember this: The airline is legally responsible for your luggage from the moment you check it in to the moment it comes off the carousel. So, if it comes back damaged, they owe you. How you get what you're owed in compensation depends on how quickly you act.
Challenge "wear & tear" decisions in writing with photos and a repair shop assessment.
Your baggage rights under the Montreal Convention
The Montreal Convention sets the rules for baggage mishandling on international flights. Based on this law, the airline's maximum liability for damaged baggage is approximately $2,000 USD/EUR 1,920 per passenger.
If your destination isn't covered by the Montreal Convention, an older treaty called the Warsaw Convention may apply instead, but its compensation limits are considerably lower.
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.
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:
- Checked bag receipt (bag tag) - proof your bag was checked in and in the airline's care
- Boarding pass or ticket receipt - proof that you actually travelled on the flight
- A copy of your PIR and the reference number - the official record that the damage was reported
- A copy of your photo ID
- Photographs of the damage - include shots of the inside and outside of your bag, taken at the airport on arrival
- Receipts or an itemised list of the damaged bag and contents, with values for each item
- A repair or replacement quote from a luggage repair shop
- Pre-trip photos of your luggage if available - they provide an accurate before-and-after comparison
The more details you can provide to back up your case, the less likely the airline will dispute or undervalue your claim.
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 and 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.