On a recent trip, I checked my luggage (first mistake - don’t judge). When I retrieved my suitcase from the baggage belt and started to roll it, I noticed that a wheels was broken. Here’s how I got the airline to fix my bag.
Let me back up for a sec…
Before every trip, I take a photo of my bag, mostly in case it gets lost if I have to check it. But if I had to, I could have used it to prove that the bag wasn’t damaged before my trip. So snap a pic on your phone of your luggage and its contents before. It will help identify your bag if it gets lost or damaged.
Back to my damaged bag …
Take Photos to Document the Damage: As soon as I realized my bag was damaged, I took photos. Don’t just take photos of the bag, take them of the checked baggage tag and of the bar code (that second little sticker that’s also on your checked bag).
Report it ASAP: If possible, it’s best to report it before you leave the airport at the lost/and damaged baggage office. Have your confirmation number or ticket number ready. What if the baggage office is closed? You can try the check-in counter or call the airline while you’re still in the airport.
Be aware - Some airlines require you to report the damage in person. I reported the damage after having left the airport and returned home. The airline told me to return to the airport (a two-hour drive) and I wasn’t having it. They acquiesced, but that might not always work.
Also keep in mind that there may be a time limit to report the damage. The airline I flew required reporting the damage within seven days. One airline policy requires that you report damage in as little as four hours!
Know whether the damage will be covered: Airline websites will indicate what damage is, and isn’t, covered. Things like normal wear and tear or damage due to over packing probably won’t be covered. I wasn’t asked those questions and didn’t have any of those problems, but that doesn’t mean you won’t, so be prepared to be persistent (and polite) when reporting.
Note: If TSA damages your bag, well that’s a different process. You have to file a written claim with TSA .
Get a claim number: The airline should give you a claim number or a reference number when you report the damage. After you get the claim number, the airline will give you the next steps in the process about how to get the bag repaired. If your luggage can’t be repaired, you may be able to negotiate the replacement cost, depending on the airline.
Here’s what happened next.
After I reported the damage to the airline and got a claim number, the airline instructed me on the next steps, which included submitting photos of my bag to their luggage repair company to be assessed. After assessing the damage, the luggage repair company sent me a prepaid shipping label via email. I sent my bag off, and hoped that I would see it again, and that it would be repaired correctly.
While the process was fairly straighforward, I was skeptical that I would ever see my bag again or that it would be repaired properly, but lo and behold! I got the bag back within about 10 days with new wheels!
Other tips if your luggage is damaged
Fortunately, my luggage was damaged at the end of my trip. If this happens to you at the beginning of the trip, the process is the same. That’s not helpful if you have to lug a broken bag from place to place during your trip, but if you have to buy a new your bag, you may be able to get reimbursed for a replacement bag. If this happens internationally, call the airline's international number to get country specific instructions. Also, probably not helpful, but it’s important to make sure to report the damage to preserve any potential claim.
If you’ve paid for your airfare with a credit card that offers lost and damaged, luggage insurance, file a claim immediately with your credit card company. I started the claim process with my credit card company in case the bag couldn’t be repaired, and the airline wouldn’t pay for a new one. If your luggage can’t be repaired due to damage done by the airline, the airline should negotiate a settlement with you, should being the operative word. If they don’t, be persistent, be polite, and document everything. Of course, if that's unsuccessful, you can then try to get reimbursed through your credit card. Just remember - don't double dip and try to get reimbursed through the airline and your credit card company.
I hope this doesn’t happen to you, but if it does, you’ll be prepared!
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