When you pick up your baggage from the airlines, you are usually tired and grateful to be at your destination. Most people don’t look over their bags to make sure they’re OK. Then, when they go to unpack they find something missing or torn. Unfortunately the airlines loathe taking responsibility for what they do to your bags, even though we have all watched the handlers toss our bags around and wonder why they don’t all spill open on the tarmac.
The most important thing about putting in a claim for a damaged bag is to know the game before you need to know it. The airlines will spout policy to you, if you accept that you will get nowhere. Remember, you do have the right to say, “No, that is not acceptable.”
Know what to expect:
- All airlines expect that you file a claim while you are still at the airport (no matter what time of day or night it is).
- There is not always someone available to take your claim at the airport.
- Most airlines allow up to 24 hours to file a claim, but you often are required to come into the airport.
- International travelers usually have 7 days to file a claim.
- Know your airline’s policy! US Airways, for example only allows 4 hours to file a claim.
The “customer service” agent is not always helpful in these matters. With the financial state of the airlines these days their policies have gotten stricter. Therefore it can be harder to get them to take responsibility.
Work the system:
- Let them know if you’re a frequent flier- the airline may be more inclined to help
- Write a letter, or a few letters if necessary to as many contacts as you can find
- If you fly often, use any connections you’ve made and talk face to face to someone who can help you
Be prepared:
- Take photos of your luggage and items before you travel.
- Find the original receipts. If you purchased the item online, you probably still have it in your inbox. But expect depreciation to be taken into account.
- Buy Travel insurance; also some credit card companies will insure your trip if you used your card to purchase tickets.
- Get a repair estimate. You can go to a reputable luggage retailer, or some shoe repair shops also fix luggage.
Baggage Claim Policies/Contact:
- US Airways: Claim must be filed within 4 hours. See details.
- Delta Airlines: Claim must be filed within 24 Hours at the airport. See details.
- British Airways: File a written report within 7 days. See details.
- Continental Airlines: Damage or loss must be reported immediately. See details.
- United Airlines: Claim must be reported within 24 hours. See details.
- Airtran Airways: Claims must be submitted before leaving the airport. See details.
- NorthWest Airlines: Claims must be submitted within 24 hours. See details.
Not everyone is so forthcoming about their policies, so see your airline for details and always check for damage before you leave the airport.
Picture by specialkrb
by Lisa Redinger Assistant Manager 
9 responses so far ↓
You’d almost want to call this “What to do WHEN the airlines damage your bag” because it feels like it’s inevitably going to happen to you… So many people fall victim to airline baggage abuse and never get their claim off the ground because of ridiculous hard to follow policies. This is great advice to keep in mind! Thanks!
Continental sucks.
Make sure you call their 1800-335-2247 number while you are having their buggage department look at your destroyed luggage, to make sure you cover your bases. Because each department doesnt know their part of the claim policy, and won’t offer any suggestions. You are entitled to a replacement bag, if yours is destroyed. Which is a nice policy, if they think of honoring it.
As a luggage handler the biggest reason for damaged luggage is over packing the luggage. When I pick up a bag and the handle snaps because it weighs 65lb and is bursting at the seems because you think a properly packed bag should explode when opened. Most luggage is very sturdy and will handle huge fall and other things. A few tips for smart traveling
1) Get a good carry on a carry on should contain all medication a change of clothing and anything valuable or breakable
2) Don’t over stuff your luggage paying for a second bag may be the difference between your luggage being ruined or safe.
3) Remember that any weather outside your bag will experience the same weather that means if it is raining your bag will get wet or if it is cold stuff in your bag might freeze
4) Make sure all your zippers are shut you would be amazed at the number of zippers that are open when I see a bag coming right off the belt. (zippers can also open due to overstuffed bags too.)
5) anything breakable should be wrapped and put towards the center of the luggage. A bottle of whiskey once broke in the bin of the aircraft and I smelled like booze the rest of the day and someone lost there bottle. Think before you pack. Your bag will be tossed around and dropped.
United Airlines destroyed my two day old instrument and so far saying thier not liable. When I was in LAX the United rep helped me pack it and the rep also circled on my ticket jacket where they were liable for up to 1300$. This part of my infomation curiously disapered when I filed the claim at COS airport.
This is just a brief of what happend to me read more to find out how rudly TSA and united airlines treated me on my blog http://bit.ly/Vf8T . Also feel free to follow my story via twitter @ allan_ nations
Air Tran destroyed my Hard sided golf case by throwing it into the baggage hold of the airplane. I know because I saw them do this at the atlanta airport. They broke of the wheels on the case which was not ovepacked contrary to the comments by the baggage handler above. Air Tran Employees then told me that they were not responsible for damageto baggage. I will never fly that airline again and encourage all other travelers to do likewise!
These are some great tips, thanks for the link on each airlines policies, very helpful.
on october 31,2010 - 3:00pm-6:40pm my wedding photo album was damage
pages torn apart
black smugdes
pictures displacement
cost $734.00
this was a special order wedding photo album
Be ware of baggage handlers steeling from your luggage. I recently traveled on Alaska Airlines who contracts out their baggage handling jobs. We checked 3 suit cases. The TSA locks were cut on all 3 suitcases. The luggage was damaged on two of the suitcases and all three TSA locks were missing as well as clothing and basically anything that was small enough that they felt like steeling. Alaska Airlines will do nothing except pay to repair the luggage. No serious investigation or replacement of stolen items. I guess the baggage handlers are under paid and one of the job perks is to help themselves to whatever they want in the luggage. I will be driving from now on!
Well Matt:
I hate to tell you this, but you’re full of it. When we travel, our luggage is under the airlines allowable limit(In most cases 50 pounds). We insure this by weiging the bags BEFORE we leave for the airport. The bags are not “Bursting at the Seams”, they are NOT overpacked, and are well within the size of the piece of luggage they are packed into.
Contrary to your belief, and that of your co-workers, it isn’t the fault of the customer that PAYS YOU to take care of their property, secure it on the correct plane, unload it upon reaching its destination, and returning it to them in the same condition that it was in when YOU received it. I have watched the baggage handlers at the airport, and the damage is caused by employees that plain don’t care what happens to the property. It isn’t yours, and you won’t have to pay to replace it. Your employer might, on occassion, when you destroy the wrong person’s luggage, but not you.
I would suggest allowing the customers to handle the baggage handlers property. And when you receive it in a damaged or destroyed condition, well, I guess you can just go replace the overstuffed, overweight bags yourself.
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