It can be a nightmare to find that your suitcase has been damaged on a flight. There is a unique piece of international law that covers holidaymakers in the event of their luggage being broken or lost, but there are some important steps to follow to make sure everything goes in your favour.
Airline Responsibility Under the Montreal Convention
Once you check your holiday bags into the care of an airline, they are legally responsible for their safety until you collect them at your destination under a piece of international law called the Montreal Convention. This includes loss and damage, as well as delayed baggage.
For suitcases, airlines typically will not pay for minor scuffs, scratches, or small dents. They are, however, liable for structural damage, broken wheels, snapped handles, or damage to the contents inside.
It does not matter whether the damage occurred at the UK departure airport, mid-flight, or at your destination, as the Montreal Convention provides coverage for the entire journey. The crucial thing is not to wait to report the issue.
Immediate Steps to Take at the Airport
You must report the damage at the airport where you first discover it. If you wait until you get home, the airline could claim the damage happened at any point after the bags were collected, making it much harder to prove fault.
What Proof Do I Need?
Your best form of defence is to get as much proof as possible, and one of the most important pieces of evidence people can collect is a Property Irregularity Report (PIR). You should get this at the airport baggage desk when reporting the damage caused, as it proves the damage was reported before you left the airport.
People should also take clear photos or videos of the damage while still in the baggage hall. If you have any photos from before the check-in queue, even better, as this proves the suitcase was not in the same condition before it was handed over to the airline.
Modern smartphones usually include timestamping and geolocation features, but it would not hurt your case to include additional evidence that your issue began at the airport. Make sure to include features in the background, like the carousel number, airport flight information screens, and airport signage.
Where Do I Go to Report the Damage?
The legal window for claiming suitcase damage is surprisingly short. Ideally, people should file their reports at the airport as soon as possible. The place you need to find is the Baggage Service Desk (sometimes called the Luggage Claim or Ground Handling Desk). It is located inside the baggage reclaim hall itself, usually near the carousels or against the back wall before you go through customs.
If staff are nowhere to be seen, it is important to document this with a photo as proof that you performed your due diligence to find someone. In some airports, there are self-service kiosks near these desks where you can scan your luggage tag and report damage.
You must file a formal claim with the airline (usually via their website) within seven days of your flight. If you miss this window, your legal right to compensation almost entirely disappears.
What Kind of Compensation Can I Get?
It is important to know that you do not automatically receive a cash payout just because your bag was damaged. Typically, airlines will usually offer one of the following:
- Professional Repair: Airlines may pay for a luggage specialist to fix broken wheels, handles, or zippers.
- Direct Replacement: Airlines may send you a brand-new suitcase directly from a catalogue of brands they partner with, matched to the size and style of your old one.
- Cash Payout (With Depreciation): If an airline does give you cash to buy a new bag, they will not give you "new-for-old" value. They deduct money based on how old your suitcase is. For example, if your £300 suitcase was four years old, they might calculate its current value at only £100 and pay you that.
If items inside your suitcase were broken, you could be able to claim them. Replacement or repair costs for specific items, up to a maximum of £1,600, are provided if the airline considers the items were "adequately packed".
