As our head designer, Chris Reid explains: “If you find yourself in the unfortunate position that your bag arrives at the destination damaged, delayed or lost there are a few steps you can take.
“As soon as you notice any damage, report it immediately. With most airlines, you have up to seven days to report this, but where possible you should speak to a customer service representative before you leave the airport. From there, you should be asked to fill out a claim form along with sharing pictures of the damaged luggage. Once this is completed, most airlines will work with you to provide a solution that is best appropriate to damage caused, which could be compensation or paying to replace or repair the items. If the damage is enough to have caused further damage to the packed items, there may be cause for a separate claim to cover these.
“If your luggage is delayed or lost, speak to your carrier's customer service team within the airport and file a ‘property irregularity report’, which will provide you with a file reference number. It is important to keep this safe as you will need to refer back to it. While you are waiting for your bag to be returned, keep the receipts for any essential items, such as toiletries, as you can claim back for replacing these.
“If your bag eventually arrives at your destination, you can then submit a claim to your airline up to 21 days after the luggage is back in your possession. This claim can cover the cost of the essential items, as well as any further expenses incurred as a result of your luggage being delayed.
“If you do not receive your bag back within 21 days after the day it should have arrived, it is officially classed as lost and a further claim should be made. As well as the expenses for the necessary items, submit a list of the contents of your luggage, providing receipts where possible. There are some exceptions on what customers can and can’t claim, so we recommend checking your airline’s terms and conditions for more information”.