Broken handle, torn zipper, missing wheel, cracked shell, random scratches. Any (or all) of these mishaps could befall your suitcase in transit from one airport to another. Because one or a combination of these has occurred to me in the past, I get a little anxious every time I stand in front of the carousel waiting to collect my suitcases.
Though I have always known about lost or damaged suitcase compensation, like so many others, I thought that the process was too tortuous to waste time and effort pursuing. I had never met anyone that even tried.
Then a year or so ago, a friend of mine told me that he had filed a claim and was able to get compensation from an airline for delayed suitcases. When he told me how straightforward the process was, I decided to try it if my luggage got damaged in transit again.
In June last year, considering my newfound appetite for international travel, I decided to invest in what seemed like a rugged, hard-shell suitcase to last me a couple of years. So you can imagine my disappointment when barely three months later, I picked it up from the carousel at London Heathrow Airport and noticed a bunch of scratches and a crack on the side. As disappointing as it was, I figured it was a fantastic opportunity to experience first-hand how the entire compensation process worked.
Here are the steps I took (and so can you) to get compensation from the airline for my damaged suitcase:
REPORT THE DAMAGE IMMEDIATELY
As soon as you discover any damage to your suitcase, you should report it to the airline, preferably as soon as you pick up your luggage and before you leave the airport. Most airlines have a specific process for reporting damaged suitcases, and the information is usually available on the airline’s website.
Generally, you’ll need to fill out a form with your contact and flight information, including a description of the damage. Try to be as specific as possible in your description of the damage, and provide any relevant photos or documentation.
The staff tried to get me to collect a smaller, cheaper, and generic suitcase as a replacement, but I refused and insisted on filling out a complaint form instead.
KEEP ALL YOUR DOCUMENTATION
It is essential to keep all documentation related to the damage, including your baggage claim ticket, boarding pass, and any receipts or invoices for repairs.
I took pictures of the damaged parts of the suitcase and scanned my ticket, boarding pass, and complaint form before submission. I sent everything to my email for easy retrieval, and in case I lost my phone (that could happen too)!
I’m glad I took the pictures because it all came in handy when the airline finally agreed to settle the claim several weeks down the line.
FILE A CLAIM WITH THE AIRLINE
Once you’ve reported the damage and gathered your documentation, you’ll need to file a claim with the airline. You should follow every single instruction from the airline so that you don’t lose out on your compensation because of a technicality.
Generally, you’ll need to provide a detailed description of the damage and the estimated cost of repairs or replacement.
BE PERSISTENT
It’s not uncommon for airlines to deny claims for a damaged suitcase or to offer compensation that is less than ideal. If you’re dissatisfied with the airline’s initial response and have fact-based evidence to back your claim, you should present it. It may also be a good idea to follow up regularly with the airline to ensure that the claim gets processed as quickly as possible.
In my case, the customer service representative kept insisting that they had sent the payment link to me via email when they had entered my email address incorrectly. After several emails, she finally admitted that the error was from her and sent the link to the correct email address.
The last stage was the easiest. I provided my account details (sort code, bank address, e.t.c.) via the link provided, and a few days later, I received a credit alert for the total settlement amount.
Even though it took several weeks and involved a little back and forth via email, I think it was worth it.
