01
Take photographs that explain the damage
Start with wide photographs showing the entire bag, tag and overall condition. Then take close-ups of broken wheels, handles, zips, shells or torn fabric. Photograph the inside and any affected contents before rearranging them.
If you have a pre-flight photograph, preserve it. It can show that the damage was new rather than pre-existing.
02
Create the airport report
Ask the airline or its ground handler for a damage report or PIR. Check that it describes the affected parts accurately and names any damaged or missing contents. Save the report reference and the baggage-tag receipt.
If no desk is open, use the airline’s official reporting channel immediately and record the time, place and reason an airport report was not available.
03
Do not destroy the evidence
Keep the suitcase until the claim is resolved. The airline may want a repair assessment, collection or inspection. Ask before arranging a repair or buying a replacement, unless an immediate purchase is genuinely necessary and you can explain why.
- Original receipt, bank entry or order confirmation.
- Approximate purchase date and normal condition before the flight.
- Repair estimate or written confirmation that repair is impossible.
- Receipts and photographs for damaged contents.
04
Make the written claim within seven days
Under the Montreal Convention, damage to checked baggage must generally be complained of in writing within seven days after receipt. An airport PIR alone may not be treated as the formal claim, so complete the airline’s separate process promptly and keep proof of submission.
Ordinary wear, superficial marks, inherent defects and problems caused by unsuitable packing may be excluded. Explain how the damage affects normal use and attach the evidence that supports your valuation.