The zipper is torn, the wheel is loose, the shell has a fresh crack. You have twenty-four hours from the moment you claimed the bag to file a written damage report with the airline, and if you leave the airport without doing it, most airlines will legally decline the claim. This is one of the sharpest timelines in air travel.
Report before leaving the airport
The moment you spot damage:
- Take clear photos. Multiple angles, in good light. Include a shot of the bag tag.
- Go to the airline's baggage service office before leaving the terminal.
- File a Damage Report - this is different from the PIR used for delayed bags.
- Get the report number and photo receipt from the agent.
- If time is short, at minimum photograph the bag next to the airline's baggage service sign, so location is date-stamped in metadata.
What is and is not covered
Airlines and their liability carriers distinguish between damage caused by handling and damage from normal wear.
| Damage type | Typically covered? |
|---|---|
| Cracked or dented hard shell | Yes |
| Broken wheel or handle | Yes |
| Zipper failure | Yes if caused by handling; no if wear-related |
| Torn fabric | Yes if punctured; ambiguous if seam split |
| Missing external items strapped on | Rarely - avoid strapping items externally |
| Superficial scuffs | No, considered normal wear |
| Broken TSA lock | Usually yes if handling-related |
Filing the claim
The airline's website has a damaged baggage form. You need:
- The airport damage report reference number.
- Photos of the damage from multiple angles.
- Original purchase receipt for the bag if under 3 years old.
- Contact information for a repair shop or approved service.
- Your bank account or card details for reimbursement.
Response times vary from 5 business days (Delta, JetBlue) to 4-6 weeks (Ryanair, Wizz Air, some Middle Eastern carriers). If nothing happens in 30 days, escalate to the airline's customer relations office by email with the claim reference.
Repair or replace?
Most airlines prefer repair over replacement. They contract with luggage repair services (Away, Rimowa, Samsonite all have airline partnerships) that fix the specific damage and return the bag to you.
You can request replacement if:
- The bag is beyond economic repair (repair cost exceeds ~60% of replacement).
- The manufacturer no longer supports the model.
- Multiple damages to core structure (wheel + handle + shell).
Replacements are usually depreciated: a 3-year-old bag valued at $400 new might be reimbursed at $250. The Montreal Convention limit still applies as a ceiling on international claims.
See also: lost baggage guide, delayed bags, carry-on rules and baggage tracking tips.
Frequently asked
What if I discover the damage days later?+
Some airlines accept concealed damage reports up to 7 days after arrival if you can prove the damage was not present before the flight. It is a weaker claim but not impossible.
Can I take the bag to a repair shop and bill the airline?+
Only with prior approval. Get a written repair estimate first, submit it, wait for approval before proceeding.
Are contents damaged inside the bag covered?+
Yes but harder. You need to prove the damage occurred in transit. Fragile items are also excluded from most airlines' liability - see the Contract of Carriage.
Tom Halvorsen
Contributing editor at AirHelpService
Writes about air travel operations, passenger rights and airport procedures. Reader questions and corrections welcome via our contact page.
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