If an airline damaged your luggage, they must pay for repair or replacement. But you need to act fast — international flights require a written report within 7 days. Here's exactly what to do. For the general baggage claim process, see our complete filing guide.
The 7-Day Rule (International Flights)
For international flights covered by the Montreal Convention:
You must submit a written complaint within 7 days of receiving the damaged bag (Article 31)
This is a hard deadline — miss it and your claim is barred (see all baggage claim deadlines)
Report at the airport AND submit in writing — the airport report alone is not sufficient
For US domestic flights, deadlines vary by airline but are typically 24 hours to 7 days
Step 1: Report Before Leaving the Airport
This is critical. Go to the baggage service office and:
Show the damage to an agent
File a Property Irregularity Report (PIR)
Get a written copy with your reference number
Ask the agent to document the damage in their system
Take a photo of the PIR and the damage at the counter
Why this matters: If you leave the airport first, the airline will argue the damage happened after they returned the bag to you.
Step 2: Document the Damage Thoroughly
Before you leave the airport (and after you get home):
Close-up photos of all damage from multiple angles
Wide shots showing the entire bag with damage visible
Detail shots of broken handles, wheels, zippers, or torn fabric
Content photos if items inside were damaged
Photo of claim tag still attached to the bag
All photos should have timestamps (auto-enabled on most phones)
Step 3: Get a Repair Estimate
Take your bag to a luggage repair shop:
Get a written estimate on their letterhead
If the bag is beyond repair, get a replacement quote for a comparable bag
Keep the damaged bag — the airline may ask to inspect it
Step 4: File Your Written Claim
Submit through the airline's online portal or by email:
PIR reference number
Flight details (date, route, flight number)
Photos of damage
Repair estimate or replacement quote
Proof of bag value (receipt, comparable product listing)
Your contact information and preferred resolution (repair vs. cash)
What Compensation to Expect
Airlines typically offer one of these resolutions:
Repair: The airline pays for or arranges repair
Replacement: If repair costs more than the bag's depreciated value, or if repair is impossible
Cash: The depreciated value of the bag
Compensation limits (see full compensation rules):
- Domestic US: Up to $4,700 (14 CFR Part 254)
- International: Up to 1,519 SDR / ~$2,000 (Montreal Convention)
What's Covered vs. What's Not
Covered (Transit Damage)
Broken or missing wheels
Cracked or dented hard-shell cases
Torn fabric or shell
Broken handles or telescoping handles
Broken zippers or locks
Missing external parts
Damaged contents caused by mishandling
Not Covered (Wear and Tear)
Minor scuffs and scratches
Normal wear on wheels and handles
Faded fabric
Damage from overpacking
Pre-existing damage
Damage to prohibited items
Frequently Asked Questions
Can I choose cash over repair?
Airlines typically prefer to repair. If you insist on cash instead of repair, you'll receive the depreciated value, which is often less than the repair cost. Accept the repair if it fully fixes the damage.
What if my bag was damaged by TSA, not the airline?
TSA has its own claims process at tsa.gov/travel/passenger-support. File with TSA directly if they damaged your bag during screening. You may be able to identify TSA damage by a "Notice of Inspection" card inside your bag.
What if my damage claim is denied?
Read our appeal guide to learn how to overturn a denial, file a DOT complaint, and escalate to small claims court if needed.
What about damage to contents inside the bag?
Contents damaged by airline mishandling (e.g., a crushed hard case that broke items inside) are covered. However, airlines exclude fragile items, perishables, and electronics from checked bag coverage.
Airline-Specific Damage Policies
Each airline handles damage claims a little differently. Here's what you need to know about the major carriers:
US Carriers
American Airlines: Requires damage to be reported within 24 hours for domestic flights. They'll inspect the bag and may offer repair through a partner luggage shop or reimburse the depreciated value.
Delta Air Lines: Delta also has a 24-hour domestic reporting window. They generally prefer to repair bags and have partnerships with luggage repair services at major hubs.
United Airlines: United's damage process starts at the airport baggage office. They require photos of the damage and may ask to inspect the bag before approving a claim.
Southwest Airlines: Southwest has a 4-hour window to report damage at the airport. They're known for being relatively responsive on damage claims when reported promptly.
Budget Carriers
Budget airlines tend to have stricter damage policies and more limited coverage:
Spirit Airlines: Spirit requires immediate airport reporting for damage. Their excluded items list is more extensive than legacy carriers, so check the fine print before filing.
Frontier Airlines: Similar to Spirit, Frontier requires prompt reporting and has strict documentation requirements for damage claims.
International Carriers
Turkish Airlines: Follows the Montreal Convention 7-day rule strictly. File your written complaint through their online portal within 7 days of receiving the bag.
Lufthansa: As an EU carrier, Lufthansa applies the Montreal Convention to all routes. Their online claims process is thorough — have your PIR, photos, and repair estimate ready.
Emirates: Report damage within 7 days. Emirates often offers repair or replacement for damaged bags and has a well-structured online claims process.
For your specific airline's damage policy, deadlines, and contact information, find them in our airline directory.