Damaged Baggage Claims & Airline Liability
If your bag or its contents were damaged by the airline's handling, you have a right to a repair or replacement settlement — but only if you report it immediately.
What the DOT Requires
Your rights are protected by the US Department of Transportation. Use this information to escalate your case.
Airlines are liable for damage to your bag or its contents caused by their handling under 14 CFR 254 (domestic) and the Montreal Convention (international flights).
Normal wear and tear — minor scratches, scuffs, and dents — is excluded from liability by most airline policies.
You must typically report damaged baggage before leaving the baggage claim area or within a very short window (often 4–7 hours) of leaving the airport.
What to say to the airline
Knowing exactly what to say to the customer service agent increases your chances of immediate resolution.
Report the damage immediately at the airport baggage claim desk and obtain a Property Irregularity Report (PIR) before leaving.
Photograph the damage in detail — bag exterior, interior, and any damaged contents — before handing it over for inspection.
If the airline denies your claim citing 'normal wear and tear,' ask for their written definition of that policy and escalate if the damage is clearly beyond ordinary use.
Avoid: Do not leave the airport without filing a damage report — airlines routinely reject claims submitted after departure.
Avoid: Do not repair or clean the bag before the airline inspects it, as doing so may void your claim.
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