Damaged Luggage Claim: How to Get Compensation for a Broken Suitcase

The carousel delivers your suitcase — with a snapped handle, a missing wheel or a crack across the shell. Airlines handle millions of bags, and some damage is inevitable. But significant damage caused in transit is usually the airline’s responsibility. Here’s how to make a damaged luggage claim that actually succeeds.

The short answer

For damaged luggage: report it at the airline’s baggage desk before leaving the airport, photograph the damage, keep your boarding pass and bag tag receipt, and submit a written claim within 7 days of receiving the bag (Montreal Convention). Airlines generally cover significant damage (broken wheels, handles, zips, cracked shells) but often exclude normal wear and tear.

Step 1: Inspect before you leave the airport

Check your bag at the carousel: wheels, handles, zips, corners, shell and contents. It’s much easier to prove the damage happened during the flight if you report it immediately.

Step 2: Report it at the baggage desk

Go to the airline’s baggage services desk and file a damage report. You’ll get a reference number. Ask whether they offer on-the-spot repair, replacement or a claims process.

Step 3: Document everything

Evidence	Why
Photos of the damage (close-up and whole bag)	Shows the extent of damage
Photo of the bag tag on the suitcase	Links the bag to your flight
Boarding pass and baggage receipt	Proves the bag was checked
Damage report reference	Required for the claim
Proof of value or purchase	Supports replacement value
Repair quote	Supports repair costs

Pre-trip photos of your bag help show its condition before the flight.

What’s usually covered — and what isn’t

Usually covered	Often excluded
Broken or missing wheels	Scuffs, scratches, minor dents
Broken handles	Damage to straps, locks or external pockets (varies)
Broken zips	Overpacked bags
Cracked or split shells	Fragile items or valuables packed in checked luggage
Tears in soft-sided cases	Pre-existing damage

Each airline sets its own conditions — check its conditions of carriage.

Step 4: Submit your claim within 7 days

Under the Montreal Convention, you must complain in writing within 7 days of receiving the bag. Use the airline’s online form or email, and include your reference, photos, receipts and what you’re asking for (repair, replacement or compensation).

Damaged contents

If items inside were damaged, include photos and receipts. Airlines often exclude fragile items, electronics and valuables packed in checked baggage, so pack those in your carry-on. Carry-on packing checklist.

How much can you claim?

On most international flights, airline liability for baggage (including damage) is capped at 1,519 SDR (roughly US$2,000) per passenger under the Montreal Convention, and airlines usually apply depreciation for older bags. Lost luggage compensation explained covers the limits in detail.

If the airline refuses

• Ask for the reason in writing.
• Escalate to customer relations with your evidence.
• Use an alternative dispute resolution scheme or national enforcement body where available.
• Check your travel insurance and credit card protections.

How to reduce the risk of damage

• Choose luggage with recessed wheels and sturdy handles.
• Don’t overpack — overstuffed bags split and zips burst.
• Remove loose straps and detachable parts.
• Use a luggage cover or strap.
• Photograph your bag before each trip.

The bottom line

If your suitcase is damaged, report it at the airport, photograph everything, keep your boarding pass and bag tag, and submit a written claim within 7 days. Expect coverage for significant damage but not everyday wear.

Damage sometimes goes hand in hand with lost tags. A TagTrek QR tag on the handle — plus a spare inside — means that even if a label is torn off, your bag can still be identified and anyone who scans it can reach you, with no app needed.

This article is general information, not legal advice. Policies vary by airline and route.