When I arrived back in Tampa after a weekend visit to DC, I grabbed my suitcase from the baggage conveyor belt and immediately noticed a big crack and gouge mark down its side. Then, once I got it onto its wheels, it became quite clear that all the wheels weren’t there:
This happened to me a number of years ago. Back then, the airline — United, unsurprisingly — refused to help out or take responsibility for my bag. This time, it was different.
I remembered reading an article from earlier this year that said that most people don’t make a claim for lost or damaged luggage. A quick search later, I found it — Travel nightmares: What to do if an airline damages your checked luggage — and it turned out that “most people” meant 87% of passengers surveyed by the passenger compensation service company AirHelp. Here’s why:
Here’s the thing: If your checked luggage is damaged in the time between when you check it in and when you get it from the baggage conveyor, the airline is responsible for repairing it or reimbursing you. The liability limit is $3,500 within the U.S., or $1,600 internationally (the international limits was established in 1999 at the Montreal Convention, which unified international airline rules).
The trick is to file the claim right away. You may be tempted to call them after you’ve left the airport and gone to your destination (especially if that destination is home after a long trip), but most airlines have a rule that a claim has to be filed within four hours. If your baggage is damaged, don’t leave the airport without filing a claim.
I went to the Southwest luggage office, and they were quite helpful. After a quick inspection of my damaged suitcase, they looked up the replacement cost on Amazon. They offered me a choice:
I like flying Southwest, but I don’t do it all the time. Besides, I had the Third Law of Money in mind (see below), so I went with the $120 check. They printed it out immediately, and after signing a couple of release forms, I was on my way. Thanks for handling this so quickly and nicely, Southwest!
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