Cracked wheels, torn handles, a shattered shell. Damaged luggage is one of the most common travel headaches. The good news: airlines are legally required to compensate you in most cases for the damage they cause. The bad news: they do not make it easy, and unfortunately, most travelers give up before they get paid. Here's exactly how to file a claim and actually win it.
Step 1: Inspect Your Bag Before You Leave the Airport
The single biggest mistake travelers make is walking away from the baggage claim area before checking their luggage. Once you leave, your claim gets dramatically harder to prove.
So before you leave, do a quick inspection:
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Check wheels, handles, zippers, frame, and the shell for cracks or dents.
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Open your bag right at the carousel if possible.
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Take photos and video on the spot from multiple angles, including any visible tags or damage to the packaging.
Step 2: Report the Damage Immediately
Report baggage damage before leaving the airport whenever possible. Airline deadlines vary significantly. Some require notification within only a few hours, so don't assume you have until the next day.
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If possible, go to the airline's baggage service desk in the terminal. Don't wait until you're home.
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Ask for a Property Irregularity Report (PIR) and get a copy with a reference number.
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If the baggage counter is closed, report the damage immediately through the airline's online baggage-reporting system or call its baggage or customer-service line. Some airlines no longer publish a dedicated baggage-claims phone number. Save your confirmation or case number and take screenshots of anything you submit online.
Missing this window is the number one reason claims get denied. Everyone is in a hurry, but a quick check can save you hundreds of dollars.
Step 3: Know Your Rights (They're Different for Domestic vs. International Flights)
Domestic U.S. flights: Airlines are liable for damage under Department of Transportation rules. Liability limits are adjusted periodically and are currently in the range of several thousand dollars per passenger, but airlines will still try to lowball or deny claims involving "normal wear and tear."
International flights: Covered by the Montreal Convention, which sets a per-passenger liability limit that is adjusted periodically and is currently in the range of roughly $1,700 to $1,800 USD equivalent. You have 7 days from receipt of your bag to file a written damage claim. This deadline is strict.
Airlines will often claim "wear and tear" isn't covered. A cracked frame, broken wheel, or snapped handle is damage, not wear and tear, and you should push back on that language specifically in writing. Do not take the airline's initial "no" as an answer. They are liable for almost all damage.
Claim already denied? We've included free domestic and international damaged baggage appeal letter templates below to help you respond!
Step 4: Build a Paper Trail
When you submit your formal claim, include:
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The PIR or case number from the airport
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Photos or video of the damage
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Your boarding pass and baggage claim tag
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Original receipt or proof of purchase for the bag. If you don't have it, a link to the current retail listing helps establish value.
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A clear, factual description. Avoid emotional language and simply state what happened.
Submit through the airline's official baggage claims portal or by certified mail or email so you have a timestamp.
Step 5: Escalate If You're Denied or Lowballed
If the first response is a denial of your claim or an unreasonably low offer:
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Reply in writing and reference the specific regulation, DOT rule, or Montreal Convention that applies as noted above.
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File a complaint with the DOT at airconsumer.dot.gov for U.S. flights. Airlines respond differently once a federal complaint is on record.
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Check your credit card and travel insurance. Many travel rewards cards include baggage damage protection that pays out even when the airline denies the claim.
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Small claims court is a legitimate last resort for claims within the liability limits. Airlines often settle rather than send someone to appear.
Need Help Writing Your Appeal?
If your damaged baggage claim was denied or the airline offered less than you believe you're owed, you don't have to start your response from scratch. We've created two free letter templates you can customize with your flight, baggage, and claim information.
Download the Free Domestic Damaged Baggage Claim Appeal Template
For baggage damaged on a domestic U.S. flight.
Download the Free International Damaged Baggage Claim Appeal Template
For international itineraries covered by the Montreal Convention.
*These templates are provided as a general resource and are not legal advice. Be sure to review your airline's claim requirements and deadlines before submitting your appeal.
Step 6: Prevent the Next Claim
The best claim is the one you never have to file. A few practical habits:
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Choose luggage designed to absorb impact rather than crack on it. Hard-shell bags with reinforced corners and quality wheel assemblies hold up far better under rough handling. Rollink has put our products through extensive testing, as can be seen here, so you know our products can handle normal wear and tear.
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Avoid overpacking, which stresses zippers and seams at pressure points.
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Remove or secure loose straps that can get caught in conveyor systems.
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Photograph your bag before every flight. It's a quick habit that makes any future claim easier to document.
The Bottom Line
Airlines count on travelers not knowing the process or not having the patience to follow through. If you inspect your bag immediately, report it on the spot, and document everything, you put yourself in a very strong position to get paid for damage that wasn't your fault.
Choosing luggage like Rollink that is built to survive the trip in the first place is a great way to avoid the process. But as we know, airlines are not known for their care with your property, so do not be shy about getting reimbursed if they damage what is yours.
