You picked up your suitcase from the conveyor belt and noticed damage? This can ruin your mood after a trip, especially if it contained valuable or essential items. Don't panic! You have the right to compensation - quick and proper action is key.
How to report damage and effectively pursue your rights? Here are the most important steps you should know.
How do I report luggage damage?
Have you collected your luggage and noticed damage? Or maybe your luggage has been lost ? Don't delay! Go to the Lost Luggage Office at the airport immediately.
There you will receive a PIR (Property Irregularity Report) – a document necessary to file a complaint. Then contact the airline .
You can do this by email, letter or in person. You only have 7 days from the time you receive your baggage to do this, so act fast!
In your application, be sure to include:
copy of PIR report,
baggage check,
reservation number,
flight date.
The lack of these documents can make it difficult or even impossible to obtain compensation. If you miss the deadline, the airline may reject your claim. Therefore, it is worth taking care of all formalities on time.
PIR – a key document in the complaint process
PIR (Property Irregularity Report) is an official confirmation of damaged, lost or delayed baggage, issued at the airport. Without this document, airlines may refuse to consider the complaint, so obtaining it is essential.
Once you receive your PIR, keep it and attach it to your claim. It is the basis for your claim, so make sure it is completed correctly.
Do you have any doubts? Ask an airport employee for help. It is better to take care of the formalities right away than to encounter difficulties in the complaint process later.
Compensation for damaged luggage – when can you apply?
Traveling by plane is convenient, but it also comes with some risk. One of the most common problems is luggage damage . If you notice after landing that your suitcase is damaged, you have the right to seek compensation.
The airline is responsible for your baggage from the moment you check it in until you collect it. If the damage is the fault of the carrier, you can receive compensation – up to 1,288 SDR*, which is approximately PLN 6,700.
*SDR, or Special Drawing Right, is an international unit of account. 1 SDR = PLN 5.19 (as of 24/02/2025).
However, the carrier will not always pay compensation. If the suitcase had a manufacturing defect or was not properly secured, the airline may refuse compensation. Therefore, before traveling, it is worth taking care of solid protection of the luggage, for example, using a protective cover or stretch film.
If you file a claim, the carrier may ask for a receipt for the repair of your suitcase to determine the amount of compensation . The more evidence you provide, the better your chance of a successful claim.
Montreal Convention – what rights do you have?
The legal basis governing airline liability for baggage is the Montreal Convention of 1999. This document clearly states that the carrier is responsible for baggage from the moment of check-in to the moment of collection.
If your baggage is damaged, lost or delayed, you are entitled to financial compensation. The convention not only sets a maximum amount of compensation, but also obliges airlines to follow certain procedures.
Thanks to these regulations, passengers can more effectively enforce their rights. If you notice damage to your luggage, file a complaint as soon as possible – preferably at the airport.
It is a good idea to attach evidence such as photos of the damage or repair bills, which will increase the chances of your claim being approved.
How to effectively file a complaint to an airline?
You collect your luggage after the flight and notice damage? It's frustrating, but you have the right to compensation. However, it is crucial to file a complaint quickly and correctly. How to do it to increase the chances of a positive decision? Here are the most important steps.
What information should the application contain?
An effective complaint begins with a well-prepared complaint form . It should include:
booking number and flight date,
detailed description of baggage damage,
estimated value of losses incurred,
attachments , such as photos of the damaged luggage and a copy of the PIR (Property Irregularity Report), which must be completed at the airport.
By when should a complaint be filed?
You have 7 days from the moment you receive your baggage to file a claim. If you exceed this time, the airline may reject your claim. Therefore, it is worth acting immediately.
Documents that increase your chances of getting compensation
To increase the likelihood of your complaint being considered positively, it is worth attaching:
a receipt for repairing your luggage (if issued),
an expert opinion confirming the extent of damage and repair costs.
The more evidence you provide, the greater your chance of obtaining compensation.
How to write an effective application?
The document should be specific, clear and contain all the relevant information. You can use ready-made templates available on carrier websites or consult the customer service office to make sure it meets the airline's requirements.
How long does it take to process a complaint?
The waiting time for a decision depends on the carrier. It can take from a few weeks to even a few months . It is worth contacting the airline regularly to monitor the progress of the case and, if necessary, ask about the status of the application.
By following these rules, you will avoid unnecessary complications and increase your chances of quickly obtaining compensation.
What to do if the airline rejects your claim?
If the carrier refuses to accept your claim, it is not the end of the matter! There are several effective ways to assert your rights and increase your chances of compensation.
It is worth starting by contacting the European Consumer Centre (ECC).
This organization supports passengers in disputes with airlines, often conducting mediation that can end positively.
If the carrier ignores the complaint or rejects it without clear justification, a good step would be to contact the consumer ombudsman . Their intervention can help in negotiations and increase the chances of compensation.
In more complicated cases, especially when the airline categorically refuses to pay compensation, it is worth seeking the help of a lawyer specializing in consumer rights.
Professional support can prove crucial, especially when the case requires analysis of regulations and formal actions.
How to effectively protect luggage against damage?
Traveling is an exciting experience, but it comes with its own set of challenges. One of them is securing your luggage. No one wants to pick up a scratched or damaged suitcase at the airport , so it’s worth taking care of it properly.
One of the easiest and most effective ways is to wrap your suitcase in stretch film. This type of cover protects against scratches, moisture, and accidental opening.
An alternative are special luggage covers that protect against dirt and make it easier to quickly find your suitcase on the luggage belt.
For added security, it’s worth investing in solid locks or combination padlocks. TSA-approved models allow airport officials to check your luggage without damaging it, which is especially important when traveling to the US.
Don't forget about baggage insurance . A good travel policy can cover the costs associated with loss, damage or delay of your luggage. This is especially important if you are carrying valuable items such as a laptop, camera or jewellery.
When packing, keep your most valuable items – documents, electronics and money – in your luggage
hand luggage . Airlines are often not responsible for valuables carried in checked luggage, so it is better to always have them with you.
Before you leave, it's also worth checking the condition of your suitcase . Make sure the wheels, locks, and handles are working properly - this can protect you from unpleasant surprises at the airport. If your suitcase is already very worn out, it's worth considering repairing or replacing it.
Well-secured luggage means greater peace and comfort of travel. And you? Do you have your own proven methods of protecting your suitcase? Share them in the comments!
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