What if my baggage was damaged?

We're very sorry if your bag is damaged while in our care. A report must be filed in person within 4 hours of arrival on Domestic flights.

On international flights, if a report was not filed on arrival, in the case of damage, a report must be made within 7 days in writing. A claim should be submitted to the Luggage Resolution Department within 30 days of the date the report was filed. All claims must be sent via postal mail.   

Please note, we can't be responsible for conditions that result from normal wear and tear or damage due to the following:

  • Over packing the bag 
  • Fragile or perishable items 
  • Manufacturer's defects
  • Pre-existing damage
  • Scuff marks