A suitcase rolling off the carousel with a snapped wheel or a torn zip usually causes more confusion than a lost bag — most passengers simply don't know where to start. Damaged luggage claims on international flights are governed by the Montreal Convention, and the deadlines are strict, so speed matters.
🔍 Lost vs. damaged — different claim rules
- Lost or delayed luggage — you have 21 days to file a claim; see the full process in Lost Luggage: What to Do
- Damaged luggage (wheels, handle, frame, torn fabric) — a written claim must be filed within just 7 days
- Either way, the first step is the same — report the damage at the airport itself, before you leave the terminal
📋 Step one: file a PIR at the airport
A Property Irregularity Report (PIR) is filed at the airline's baggage service desk right after you land, before leaving the terminal. It records the type of damage, your bag tag number and the airline's contact details — this document is the foundation of the whole claim.
If you've already left the terminal and only spotted the damage at home, you can still file a written claim — but the airline will usually ask for extra proof that the damage happened during the flight.
💶 What the airline actually covers
Under the Montreal Convention, an airline's liability is capped at roughly 1,288 SDR (about $1,700-1,800), unless you declared a higher value for the bag in advance. Depreciation is also factored in — compensation usually reflects the bag's remaining value, not the price of a brand-new one.
- If the airline offers a repair instead of compensation, that's often a perfectly reasonable outcome, especially for a broken wheel or frame
- Keep the original receipt or proof of market value if you're claiming a replacement or reimbursement
🧾 If the airline doesn't respond
If you hear nothing after 30 days, or the offered amount seems unfair, the next step is Georgia's Civil Aviation Agency or, within the EU, the relevant passenger rights authority. Travel insurance often covers damaged luggage too, separately from and on top of the airline's compensation.
🛡️ How to reduce the risk in advance
- Photograph your suitcase from all four sides before checking it in — this becomes evidence if you need to file a claim
- Wrap a fragile or lightweight-frame suitcase at the terminal — see the luggage wrapping guide
- Check your bag's weight against the checked baggage rules — an overloaded suitcase is far more likely to break
If your bag goes missing entirely rather than just damaged, the full process is in Lost Luggage: What to Do. Compare fares and plan your flight on Travel365's price calendar.
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