Lost or Damaged Baggage: What to Do and How to Claim Compensation

Few travel experiences are as frustrating as standing by a baggage carousel, watching it slowly spin until it grinds to a halt — and your suitcase never appears. It’s a moment that triggers panic, confusion, and a rush of questions: What now? Who do I talk to? Will I ever see my belongings again?

Fortunately, you’re not powerless in this situation. Lost or damaged baggage is more common than many travelers think, and there are clear legal procedures and protections in place to help you. Whether your luggage is just delayed, officially lost, or arrives looking like it’s been dragged behind the plane, knowing your rights and the right steps to take can save your nerves — and potentially hundreds of dollars.

When Your Luggage Doesn’t Arrive: What’s Really Going On?

Let’s start with the most common (and often temporary) problem: delayed baggage. Most of the time, your suitcase isn’t lost forever — it’s just taken a detour. Maybe it missed the transfer on a connecting flight, was misrouted by ground handlers, or simply got placed on the next plane out.

Before you leave the arrivals area, it’s essential to report the missing bag to the airport’s baggage service counter (often labeled “Lost & Found”). This isn’t just a courtesy; it’s a legal step. You’ll be asked to fill out a Property Irregularity Report (PIR), which formally documents that your luggage didn’t arrive and gives the airline a basis to track it.

At this point, many airlines will offer to deliver your bag to you once it’s found — often at no cost. While that might sound comforting, don’t leave it at that. Ask for a copy of the PIR, get the contact info for the baggage service team, and document every interaction. From this moment on, keep a paper trail.

At What Point Is a Bag Considered Lost?

Airlines don’t consider a bag officially “lost” until 21 days have passed since your flight. That might sound like a long wait — and it is — but until then, your luggage is still classified as delayed. Many bags do show up within a day or two, but if the search drags on, you’re entitled to more than vague reassurances.

Once the 21-day mark has passed, you can begin the formal process of claiming compensation for a lost bag. This involves submitting a written claim to the airline, detailing the contents of your luggage and their estimated value. Receipts help, of course, but airlines also accept reasonable estimates. If you packed valuable items (clothing, electronics, sports gear), list them. If you bought emergency replacements while waiting for your bag, include the receipts.

Damaged Luggage: Not Lost, But Still a Problem

Sometimes, your bag makes it — but not in one piece. A cracked shell, missing wheels, a torn zipper, or worse — it’s frustrating, and more than a little demoralizing. Airlines are required to take responsibility for damage to checked baggage caused during transit, but to get help, you need to act fast.

Ideally, you should inspect your bag before leaving the baggage claim area. If you notice any damage, go directly to the same service counter where missing bags are reported. You can file a report on the spot and start the claim process. If you’ve already left the airport, there’s still a chance to act — but you’ll need to file a written complaint with the airline within 7 days of receiving the damaged luggage.

Be specific. Take photos of the damage from different angles, describe the issue clearly, and request compensation or repair. Many airlines will offer to reimburse repair costs, pay for a replacement, or provide a voucher. Some even have partnerships with repair services and can arrange pickup and delivery.

So, What Are You Entitled to Legally?

Your rights as a passenger are protected under the Montreal Convention, an international treaty signed by over 130 countries. Under this agreement, airlines are liable for baggage issues — whether it’s a delay, damage, or loss — up to 1,288 Special Drawing Rights (SDRs) per passenger. That’s roughly $1,800 USD, depending on exchange rates.

The amount of compensation you receive depends on what you can prove. Airlines will expect documentation: reports, receipts, photos, a list of contents. If you didn’t declare the value of your baggage in advance (which is optional and usually costs extra), your claim will be limited to the SDR cap. Still, it’s significant and worth pursuing.

In countries or routes not covered by the Montreal Convention, older treaties like the Warsaw Convention may apply. These often provide lower compensation and stricter limits, which is why it’s crucial to know what rules apply to your specific route.

What If the Airline Refuses to Cooperate?

Unfortunately, not every airline is helpful. Some stall, deny, or downplay responsibility. If your messages go unanswered or you receive a generic rejection, don’t give up. You have options.

First, escalate the matter internally: send a formal letter (email or physical mail) marked as a claim or complaint, referencing your PIR number, flight info, and your previous attempts to resolve the issue. Be clear, polite, and professional — and give them a reasonable deadline to respond.

If the airline ignores you or refuses to cooperate, you can escalate the matter externally. Most countries have national aviation authorities or consumer protection agencies that handle complaints. In the EU, for example, enforcement bodies can intervene. There are also private services that specialize in flight compensation (like AirHelp or ClaimCompass) that will pursue claims on your behalf in exchange for a fee.

And yes — if needed — you can take legal action. Small claims courts in many countries are accessible to consumers and often rule in favor of travelers who present well-documented cases.

Preventing Future Baggage Disasters

While you can’t prevent every luggage mishap, there are smart habits that make a big difference. Always photograph your suitcase and baggage tag before check-in. Avoid checking valuables — including electronics, medications, and important documents.

The moment your luggage goes missing is the moment your responsibility begins — not because it’s your fault, but because the process is bureaucratic. The better you navigate it, the more likely you are to get what you deserve.

Also, be mindful when booking flights with short layovers — especially when switching airlines. Most lost bags result from missed transfers. Adding even 30–60 minutes of buffer can help keep your suitcase on the same journey as you.

Lost or damaged baggage is more than an inconvenience — it can turn a long-awaited trip into a logistical headache. But it doesn’t have to end that way. Knowing your rights, acting promptly, and staying organized can make all the difference between a stressful situation and a resolved one.

The moment your luggage goes missing is the moment your responsibility begins — not because it’s your fault, but because the process is bureaucratic. The better you navigate it, the more likely you are to get what you deserve.

And remember: you’re not just a passenger. You’re a paying customer, and international law is on your side.