5 things to do if your luggage is damaged by a US airline
Knowing your rights will help resolve a claim faster – you could be given an exact replacement of your bag, or be offered reimbursement, says Dawn Gilbertson
The bright-orange Kenneth Cole suitcase circled the baggage claim carousel at Dallas Love Field Airport with what looked like an antenna.
A piece of wire was all that remained of the retractable handle on the hardside bag.
I pushed it into the Southwest Airlines baggage claim office to file a claim, short on time and unsure of what came next. It was the first time an airline had damaged my bag. Delayed bags, I knew the drill. Lost bags, too, as an airline permanently lost a bag of mine several years ago.
Here’s what I learned: Travellers have options when it comes to damaged bags, and knowing your rights will put you in a better position to resolve the claim.
If you have a claim, that is. An airline’s definition of damage, backed by the US Department of transport, may differ significantly from a passenger’s definition. Normal wear and tear, including scratches, scuff marks, stains, dents and dirt, are not covered.
Every airline’s damaged bag policy has a disclaimer about normal wear and tear. And it applies even if you bought the suitcase the night before your flight or are checking in a designer bag.
“If you have a Louis Vuitton [bag] and it goes through the [conveyor] belt system, it is not white glove service,’’ said Lisa Ouimette, an analyst in American Airlines’ central baggage services office. “These are belt loaders. If you have a brand new bag, expect it to have normal wear and tear.’”
Airlines also reserve the right to deny claims to passengers with damage caused by overstuffed bags, such as broken zips, as well as poor-quality bags, and bags that were already damaged when checked in.
So what is covered?