Globe-trotting is all fun and games until the day you pick up your trusty bag from the United Airlines carousel and it has a brand-new crack down the side.
You think, “Well, that wasn’t there when I dropped it off.” And you’re right!
The good news is that the airline is responsible for covering the cost of the damage from mishandling when it’s their fault. And I’ve read the fine print on what they owe you, so you don’t have to!
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What Is United Airlines Responsible For?
United Airlines is governed by rules set by the U.S. Department of Transportation (DOT). Those rules state that airlines are liable for covering the cost of repairs or reimbursement for bags they mishandle and damage.
There is a maximum liability limit for damages, set at $4,700 per passenger.
If United mishandled your bag, damage will probably look like rips, tears, cracking on hardshell luggage, or broken wheels or straps. And while the airline might be resistant, they cannot exclude liability for wheels and straps, according to the DOT.
However, the airline is not responsible for normal wear and tear on luggage, so you have to be able to claim specific damages in order to receive any compensation.
The airline also has to reimburse you for any damages to the contents inside the bag. For example, if you packed a new leather jacket and it was ripped along with your duffel bag, you can receive compensation for the jacket.
And FYI, if your bag wasn't damaged but merely delayed, United may still owe you compensation!
How To Make a Damaged Baggage Claim with United
Head straight for the United Baggage Service Office to report it in person. You must report damage within 24 hours of arrival on domestic flights, and within 7 days for international flights.
I recommend doing it before you even leave the airport, but if you’ve already left the airport before finding the damage, you can report it to the airline by:
- Calling the Baggage Recovery Center at 1-800-335-2247 (international: 1-281-821-3526), or
- Texting “BAGS” to United at 32050.
After reporting the damage, you’ll receive a file reference number. Hang on to this number because you’ll need it for the next step: filing a claim for compensation.
The agent will tell you what to do next — there are several possible options.
When you report the damage in person, you may receive a replacement bag then and there from the airline agent.
Alternatively, the agent may tell you to get a claim from Rynn’s Luggage, a luggage repair specialist partnered with United. In that case, you have 2 weeks (14 days) to submit a claim.
If the agent can’t get you a replacement bag right away and doesn’t have you go through Rynn’s Luggage, they will tell you to submit a claim directly to United. You have to submit this within 45 days of a domestic flight arrival or within 21 days if you flew internationally.
When you report the damaged bag, the airline representative from United will tell you which of those options are available to you at that airport.
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How To Prevent Damage to Checked Bags
While airlines are legally obligated to compensate you for any damages to your bags, it’s better for it not to happen at all. Plus, no dollar amount can replace your favorite college hoodie if it gets torn up.
Here are some tips to prevent your bag from getting damaged in the first place:
- Don’t overpack. Stress on zippers and seams makes them more likely to break in transit.
- Don’t check an open bag. Maybe this is a no-brainer, but if your bag doesn’t close all the way, it’s not secure. Items inside will have a much higher likelihood of getting pulled, ripped, or otherwise damaged if your bag is partially open.
- Secure any loose straps. If your bag has straps or catches on the outside, take them off, tuck them in, or otherwise secure them before dropping it off. Straps can catch in the conveyor belt.
- Pack heavy items near the bottom. When you pack heavier things closer to the bottom of the bag, you’ll keep the center of gravity manageable for those who handle your bag, decreasing the likelihood of damage.
- Keep valuables in your carry-on. You’ll have more control over the safety of your laptop, briefcase, or other valuable items if you carry them with you on the plane.
- Don’t travel with worn-out bags. If your bag is already tearing at the seams, you won’t have much of a leg to stand on if the bag falls apart on your next trip.
- Consider a PVC luggage protector. There are TSA-approved luggage sleeves that are tough and durable for air travel. If you really want to keep your luggage pristine, you might want to invest in one.
My rule of thumb is to always snap a picture of my bag before I drop it off. If I get it back and there’s a new crack, I have evidence to prove the damage to the airline.
The DOT has since increased this amount to $4,700!
Insurance Coverage for Damaged Bags
If you have travel insurance, your policy may cover damage to your bags beyond what the airline will cover.
For example, Allianz Travel Insurance covers up to $2,000 per insured traveler for lost/damaged baggage, and World Nomads, which specializes in adventure travel (and equipment), covers up to $3,000.
Your credit card might also protect you. For example, both the Chase Sapphire Preferred® Card and the more premium Chase Sapphire Reserve® will reimburse you up to $3,000 for repairing or replacing baggage that was lost or damaged by the airline.
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FAQs
What is Rynn's Luggage, and why do I need to submit a claim there?
Rynn's Luggage is a baggage repair company partnered with United Airlines. In some situations, the airline may direct you to submit a damaged bag claim to Rynn's Luggage, who will give you an estimate for the repairs which United will then cover.
Are there any damages United won't cover?
Yes. Airlines are not responsible for normal wear and tear, which is why it's important you snap a photo of your bag before dropping it off. United is also not responsible for damages to fragile things or items packed inappropriately, including overpacked bags.
TL;DR: Claiming United Airlines Damaged Bag Compensation
If United Airlines mishandles your checked bags, they’re responsible for replacing them or compensating you for the damages. Report the damage immediately (ideally in person) and follow the instructions from the agent.
They might replace your bag or pay for repairs. Either way, don’t leave money on the table if they’re responsible for the damage!
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Disclosure: Opinions expressed here are the author's alone, not those of any bank, credit card issuer, hotel, airline, or other entity. This content has not been reviewed, approved or otherwise endorsed by any of the entities included within the post.
