Airline Broke My Bag: A Calm, Universal Guide to damaged Luggage
You’re at the carousel. One wheel’s gone rogue, the shell’s cracked, and you’re trying not to swear in three languages. Breathe. This is fixable (I’ve been there). The trick is acting fast, logging it properly, and knowing what airlines usually do next. In this guide you’ll find the exact first moves at the airport, the claim deadlines most people miss, what those “SDR” limits really mean, and how to nudge a slow claim without burning bridges. We’ll talk repairs vs replacements, what to do if your clothes got ruined, and how travel insurance or your card can top things up. Keep your receipts, take clear photos, and let’s get your trip back on track. You’ve got this. ✨
First 10 minutes: report your damaged Luggage at the airport
Don’t roll it home and sort it later. Go straight to the airline’s baggage desk in the reclaim area and report the damage before you leave the hall. Ask for a formal report number (often called a PIR) and make sure the description lists every fault, not just “broken wheel.” Take photos of the bag on the floor beside the carousel number and the arrival screen to anchor place and time. If no desk is open, find the ground handler or use the airport help phone and ask that a report be created while you’re still in arrivals. Keep your boarding pass and bag tag handy for reference.
Quick facts
The essentials you’ll be glad you memorised on a bad baggage day.
| Topic | Handy info |
|---|---|
| Report timing | Report at the baggage desk before leaving arrivals; get a reference number |
| Written claim window | International flights commonly use 7 days for damage notice |
| “Lost” threshold | Baggage is typically treated as lost after 21 days of no delivery |
| Legal cap | Liability for checked bags is set in SDRs (Special Drawing Rights – money conversion) under the Montreal Convention |
| Evidence to keep | Photos of damage, bag tag, boarding pass, report copy, receipts |
| Typical outcomes | Repair by partner, like-for-like replacement, or reimbursement |
🔹 Tinker’s Tip: The earlier you log it, the smoother the claim. Many airlines expect a damage report at arrival and a written claim within days.
Q&A: damaged Luggage quick answers
How long do I have to claim for a damaged suitcase?
For international flights, aim to send written notice within 7 days of receiving your bag.
What’s the maximum I can get for a damaged checked bag?
Airlines commonly apply a cap of 1,519 SDRs per passenger under the Montreal Convention.
Do I need a PIR or formal report?
It’s strongly advised. A report number anchors your claim to time and place.
Is damage treated the same as delay or loss?
No. Damage uses a short notice window. Delay and loss have different timelines.
Can I escalate if the airline refuses my claim?
Yes. Look for an ADR, mediator, ombudsman, or small-claims route in your region.
👉 Good to know: How to estimate SDR. Use the day’s SDR rate and multiply:
- Local payout ≈ 1,519 × SDR→your currency
- Example only: if 1 SDR were £1.05, that cap would be about £1,595.
- If 1 SDR were €1.20, the cap would be about €1,823.
- If 1 SDR were $1.30, the cap would be about $1,975.
📍 Before we get started: Get Travel Insurance!
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Assess the damage at the carousel like a pro
Start with safety. If sharp shell edges are exposed or the frame is warped, avoid dragging it far and capture photos before moving. Then test function: do the zips run, does the handle lock, and do all wheels spin? Open the bag and look for torn linings, broken liquids, or soaked fabrics. Photograph cause and effect, not just the result. Jot a short list of issues in your notes app to copy-paste into your claim. These details reduce back-and-forth later and help a repair partner diagnose quickly.
👉 Good to know: Take three angles of each fault plus one wide, context shot showing the carousel number or an arrivals board.
- Missing or seized wheel
- Split shell or cracked frame
- Bent telescopic handle
- Torn zip or lock housing
- Lining ripped or soaked
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File the report properly so your claim lands on the right desk
A clean report pays off. Check the spelling of your name and contact details line by line. If the agent prints a summary, read it and ask them to add any missed faults. Snap a photo of the printed report or ask for a digital copy emailed to you. If the desk is closed, many airlines let you file a report online within a short window, but still take photos and video in the baggage hall. Save your report reference in your phone notes and email it to yourself with the photos attached.
👉 Good to know: In many regions the airport report is step one, and a written follow-up to the airline is step two. Do both.
Deadlines, law and limits: the Montreal Convention in plain English
On most international flights, airlines follow the Montreal Convention. In short: you should notify the airline of damage in writing within seven days of receiving your bag. There’s a liability cap for destruction, loss, damage, or delay, expressed in Special Drawing Rights (SDRs), which is an IMF unit that floats with exchange rates. The current cap widely used by airlines is 1,519 SDRs per passenger for checked baggage. It doesn’t guarantee you’ll receive that amount; it’s a ceiling, and you’ll still need evidence and receipts. Domestic flights may use different rules, so check your airline’s contract of carriage.
💡 Fact: SDRs aren’t a currency you hold; think of them as a moving yardstick that converts to local money on the day the airline settles.
🗺️ Recommended Read: Travel Cards vs Cash: Which One Should You Carry?
Repair, replace or voucher: what airlines usually offer
Once your claim lands, many airlines pass the case to an approved repair partner. Common fixes include wheel or axle replacement, telescopic handle assemblies, zip sliders, and lock housings. If the case is beyond economic repair, expect either a like-for-like replacement or a reimbursement based on value and age. Depreciation often applies, so proof of purchase helps. Can’t find a receipt? Provide the model name, approximate purchase date, and a typical retail price from memory. Keep your tone polite but firm and ask for next steps and timelines in writing.
🔹 Tinker’s Tip: Airlines prefer approved repairers. DIY fixes can jeopardise reimbursement, so wait for authorisation where possible.
Make your evidence bullet-proof
Treat your claim like a tidy mini-folder. Start with photos: four exterior angles, close-ups of each fault, two interior shots, and a context photo by the carousel. Add scans or photos of your boarding pass, bag tag, and the report. If any contents were damaged, list each item with a short description and approximate value. Keep receipts for anything you buy because of the damage. Put everything in one email thread or cloud folder so the handler isn’t chasing loose ends.
🔹 Tinker’s Tip: Rename files logically, for example “Claim-Ref12345_Wheel-Housing-Crack_01.jpg”, so nothing gets lost.
- Photos: exterior, interior, close-ups, context
- Docs: boarding pass, bag tag, report copy
- Proofs: receipts, bank statement line, model name
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Costs at a glance
Prices vary by brand and country, but these ballparks help you sense-check repair quotes and airline offers.
| Repair | GBP | EUR | USD |
|---|---|---|---|
| Wheel replacement (per wheel) | £20–£50 | €25–€60 | $25–$65 |
| Telescopic handle assembly | £25–£60 | €30–€70 | $35–$80 |
| Zip slider replacement | £15–£35 | €18–€40 | $20–$45 |
| Lock mechanism swap | £20–£40 | €24–€48 | $25–$55 |
| Lining patch / tear | £15–£30 | €18–€36 | $20–$40 |
| Hard-shell crack repair | £30–£70 | €36–€85 | $40–$95 |
👉 Good to know: Quotes can swing with brand and parts availability. Always ask the repair partner to confirm lead times and warranty on the fix. 🔧
When the inside gets wrecked: claiming for contents
Airlines can compensate for contents damaged because the bag itself failed, but expect exclusions for fragile or high-value items that should be in carry-on, such as electronics, jewellery, or cash. For clothing, toiletries, and everyday items, list each one with a brief description, age, and value. A photo of the spill or tear helps prove cause and effect. If you lack receipts, explain how you valued the item and keep it reasonable. Depreciation is normal for used items, so be ready for a partial payout.
💡 Fact: A clear list of contents with simple photos usually speeds the decision more than long essays.
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Insurance and cards: stack your cover without double-claiming
If the airline’s offer falls short, travel insurance can top up. Check your single-item limits and excess, and ask what proof they want. Some premium credit cards include baggage damage benefits if you paid for the trip with the card. The order usually goes airline first, then insurance for the shortfall. Keep all documents in one place and send insurers the airline’s final decision with your receipts. It saves weeks.
🔹 Tinker’s Tip: Before you shop for replacements, ask your insurer about depreciation rules so you know what will and won’t be reimbursed. 💡
🗺️ Travel Problems related: Delayed or Cancelled Flight? Here’s How to Get Paid
Essentials while you wait: what you can buy now
If your suitcase is unusable mid-trip, most airlines and insurers will reimburse reasonable emergency purchases. Think basic clothing, toiletries, and a simple day bag to get you through a couple of days. Keep it practical and mid-priced. Photograph receipts immediately and add a one-line note on why each purchase was essential. If offered a loaner case by a repair partner or airline, accept it and keep all tags until your case is repaired or replaced.
“Reasonable” is the magic word. Like-for-like basics fly through; splurges invite questions.
- Prioritise daily-use clothing
- Toiletries in travel sizes
- A basic cabin-sized tote or duffel
- Keep packaging and tags
Keep momentum: timelines, nudges and tidy comms
Create a simple timeline in your notes: the day you reported, when you emailed, who replied, and any promised actions. Use your reference number in every subject line. If you haven’t heard back by the date they gave, send a short, polite nudge with one summary paragraph and your top three photos. If new damage becomes obvious, update the same thread instead of starting a fresh one. A single, tidy chain helps handlers move faster.
When the airline says no: escalate the smart way
Unhappy with the outcome? Many regions have independent dispute options such as ADR schemes (Alternative Dispute Resolution), consumer mediators, ombudsmen, or small-claims courts. Check your airline’s complaints page for the path they use. To escalate, you’ll need your report number, correspondence, photos, receipts, and a concise summary of what you’re asking for. Keep it factual and solution-oriented. If your country has a transport regulator or consumer authority, their guidance can help shape a strong submission.
Successful escalations are short, evidence-rich, and ask for a clear remedy such as “repair,” “like-for-like replacement,” or “reimbursement up to X.”
Prevention next time: pack smarter, break less
You can’t bubble-wrap life, but you can reduce risk. Pad corners with soft clothes, place liquids in sealed pouches inside a second bag, and pull old barcodes off the shell so scanners don’t misread them. Use a luggage strap to reduce zip stress. Put valuables and fragile items in your carry-on. A pre-trip photo of your intact case plus a note of the model and serial will save you time if things go wrong again.
Ready to send email claim template
Subject: Damaged Baggage – Claim [PIR/Ref ######]
Hi [Airline/Handler Team],
I’m writing to submit a damaged baggage claim for flight [Number] on [Date] from [Origin] to [Destination].
• Passenger name: [Full name]
• Booking ref: [ABC123]
• PIR/Report number: [######]
• Bag tag: [########]
• Bag make/model/colour: [e.g., Samsonite S’Cure, 75cm, black]
• Damage summary: [e.g., cracked shell at rear corner, missing wheel, bent telescopic handle]
• Contents affected (if any): [Short list with values]
• Photos + receipts: Attached in one folder, labelled clearly.
I’m requesting [repair / like-for-like replacement / reimbursement].
Please confirm next steps and an expected timeline.
Thanks,
[Name]
[Phone] | [Email]
Contents: what’s commonly covered vs excluded (quick table)
| Item type | Usually claimable | Often excluded |
|---|---|---|
| Clothing damaged by split shell | ✅ | |
| Toiletries ruined by breakage | ✅ | |
| Electronics in checked bag | ❌ | |
| Jewellery/cash/collectibles | ❌ | |
| Perishables | ❌ |
FAQs
What if the airline says it’s just “wear and tear”?
Reply with photos showing a clear snap or fresh crack and explain how it affected usability. Ask for a technician’s assessment. Many “wear” parts are replaceable, and sudden breakage during transit can qualify.
Will they replace my case with the exact model?
Not always. If repair is possible, they’ll repair. If not, expect like-for-like or reimbursement based on value and age. Provide receipts or model details to improve your offer.
Can I claim for toiletries or clothes ruined by a split shell?
Usually yes, if the damage to the bag caused the loss. Itemise each product, note value and age, and include photos. Fragile, high-value items may be excluded.
How do SDRs convert to my money?
SDRs float. The airline will convert to your local currency at settlement. Treat the cap as a ceiling, not a promise.
Do I have to surrender my broken bag?
Often yes, for repair or inspection. Don’t discard it until told in writing. If you buy a temporary case, keep the receipt and tags.
Now, over to you…
Had your suitcase scuffed, cracked, or properly battered by an airline? Tell us what happened in the comments so other travellers can learn from it. If you’re mid-claim and need a second pair of eyes on your wording, share the gist and we’ll help you shape it. For more practical problem-solving, have a browse around TheTravelTinker.com.👇🗣️
Adventure on,
The Travel Tinker Crew 🌍✨
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Nick Harvey
Hi, I am Nick! Thank you for reading! The Travel Tinker is a resource designed to help you navigate the beauty of travel! Tinkering your plans as you browse!
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