Steps to follow if an airline mishandles your luggage

If you've ever picked up your luggage from the baggage carousel and noticed it's seen better days, you're not alone.

A report from SITA, a prominent expert in air transport communications and information technology, reveals that 13% of the 26 million bags reported as "mishandled" in 2022 were either "damaged or pilfered." (This term also encompasses bags that were delayed, lost, or stolen.)

Once your luggage departs from your view at the airport check-in, it embarks on a complex journey, navigating conveyor belts, various vehicles, and numerous baggage handlers before being tucked into the airplane's cargo hold.

In other words, it embarks on an adventure of its own. Thus, receiving your bag back with a few dings and scratches is not unusual. But what should you do if your luggage suffers more than just minor damage? Here’s your next course of action.

Inspect your bag for damage before leaving the airport

Firstly, take note of your bag's condition when you checked it in. Capture photos of the exterior and the contents inside. This documentation will make it easier to file a claim if your bag was in good shape at drop-off.

As you retrieve your bag from the carousel or planeside, be vigilant for any new damage that wasn't there before.

If you notice damage beyond normal wear and tear, photograph the harm to your luggage and its contents. You might need these images later to support any claims.

Don’t forget to take a photo of the baggage tags as well, and keep them attached to your bag until you’ve submitted your claim.

Submit a claim

The best and simplest way to report any damage to your bag is before you leave the airport.

You can file your claim at the airline's baggage service office, typically located near the luggage carousel (this is also where you’d report a missing bag that hasn’t arrived on the belt).

If the baggage service office is closed, go to the airline's check-in counter to find out whom to contact regarding damaged luggage.

The way issues are addressed will largely depend on the airline and the extent of the damage. Regardless, make sure to keep your damaged bag until your claim is resolved. The airline might cover shipping costs for repairs, or you may need it as evidence to support your claim.

Be aware of your rights

For domestic flights, a regulation from the U.S. Department of Transportation limits airlines' liability for lost, damaged, or delayed luggage to $3,800 per passenger. This is the maximum amount you could receive for your bag. While airlines can opt to pay more, they are not required to do so.

The maximum baggage liability for most international flights is defined by a treaty known as the Montreal Convention. This amount is currently around $1,700 per passenger and is reviewed for inflation every five years. This is the maximum that airlines must compensate for lost, damaged, or delayed luggage, although they can choose to pay more if they wish.

Airlines maintain a Contract of Carriage, typically available on their websites, like this one for American Airlines. This document outlines the maximum compensation the airline will provide if they are liable for lost, damaged, or delayed luggage.

What should you do if you discover damage after leaving the airport?

In that case, the damage might not be severe enough to justify a claim.

If the damage to your bag is minor and you can still use it for transporting your belongings, and if you’re flying with the same airline on your return flight, report it at the airport upon landing after your trip.

If you’re not flying back with the same airline and have already exited the airport, your next step is to contact the airline you flew with to report the damage and inquire about the process for filing a claim. (This is when those photos you took upon landing will be useful.) Some airlines also provide online forms for submitting claims related to damaged luggage.

Remember that different airlines have varying time frames post-flight during which you can validly report luggage damage.

For instance, American, Delta Air Lines, and United Airlines require you to report your claim within 24 hours for domestic flights and within seven days for international flights.

Southwest Airlines is much stricter for domestic flights, allowing only four hours from landing to file a claim for damaged luggage. For international flights, you must reach out to Southwest within seven days.

Airlines typically expect baggage tags to remain attached to your luggage. Therefore, having a backup photo of them can be useful if you’ve already removed them.

Ultimately, it's the airline that determines what compensation, if any, you will receive for a damaged bag. Each case is evaluated individually.

Damage resulting from normal wear and tear, such as overpacking or manufacturing defects, is unlikely to be covered. In such cases, you might consider approaching your bag's manufacturer directly with your claim, or check if the credit card you used for your flight offers baggage insurance.

Additional considerations

It's your responsibility to decide if the damage to your bag justifies the time and effort needed to file a claim at the luggage service office before you leave the airport.

A minor scratch on the side of your hard-shell bag? Probably not worth it. But missing wheels, a broken handle, or a tear in your soft suitcase? That definitely raises a flag.

Another factor to think about is whether the airline will allow you to check your damaged bag on a return flight. If your bag is too damaged to check in again, that’s a solid reason to pursue a claim.

When purchasing luggage, think about the rough treatment it will endure during its travels. Avoid buying bags that are too fragile, especially if they come with a hefty price tag and you worry about them getting damaged.

Also, consider the potential risk to the items inside your bag; never check a bag containing anything essential or valuable.

Key takeaway

The more frequently you travel and check bags, the greater the likelihood of encountering damaged luggage at some point.

As in many situations, maintaining a calm and composed demeanor will be more effective than expressing frustration or anger. Taking your anger out on an airline employee won't expedite the resolution of your claim.