Photograph the suitcase and baggage tag immediately, report the damage at the airport when possible, keep the bag for inspection and complain to the airline in writing within seven days. Include evidence of the bag's age, original value and a realistic repair or replacement cost.
Record the condition before it changes
Good damage evidence shows both the detail and the whole object. Take a wide photo of every side of the suitcase, then close-ups of the broken wheel, shell, zip, handle or torn fabric. Include the baggage tag in at least one frame so the photos connect the damage to the journey.
If the bag is wet, open or missing contents, photograph the interior and the carousel area as well. Do not repair, clean or discard it before the airline has had a reasonable chance to give instructions or inspect it.
- Use clear light and take several angles.
- Keep the original files with their capture dates.
- Photograph loose pieces and damaged contents separately.
- Record any temporary protection supplied by the airport or airline.
Report it at arrivals, then complain in writing
Visit the baggage service desk before leaving the airport if it is open. Ask for a damage report or PIR and check that it describes the correct part of the bag. If no desk is available, record that fact and use the airline's official online route promptly.
The airport report does not always replace the formal written complaint. EU passenger guidance says a claim for lost or damaged luggage should be made in writing to the airline within seven days. Treat the earliest practical submission as the safer option rather than waiting until the last day.
Show a realistic repair or replacement loss
A replacement price is not automatically the right claim value for every damaged bag. The airline may consider whether the suitcase can be repaired, its age, condition and proof of purchase. Ask a luggage repairer for a written quotation when repair is possible. If it is not repairable, ask for that conclusion in writing.
For damaged contents, identify each item, show the damage and provide purchase evidence where available. Avoid combining unrelated wear, old defects and journey damage into one unexplained figure. The carrier is not liable where damage resulted from an inherent defect in the baggage itself.
A compact submission checklist
A reviewer should be able to connect the journey, the checked bag, the reported damage and the requested remedy without guessing. Keep the narrative short and let the evidence do most of the work.
- damage report or PIR reference
- baggage tag, boarding pass or booking confirmation
- wide and close-up photographs
- purchase receipt or evidence of age and model
- repair quotation or written non-repairable assessment
- the exact amount and remedy requested
Primary sources
We use primary and official material for the deadlines and liability framework in this guide. Airline conditions and the facts of an individual journey still need to be checked.
Turn the checklist into a reviewable claim.
Check the timeline, organise the receipts and build the letter before opening the airline's official filing route.
Check my claim
