You're at the carousel at Changi. Your suitcase comes round — cracked shell, missing wheel, a handle that won't go down. The airline has damaged it, and you're not sure what to do next.
It happens more often than you'd think, and there's a clear process. What you do in the first few minutes matters most. Here's the whole thing, step by step — from the carousel to getting the bag repaired.
Step 1: Before you leave the airport
- Don't leave without reporting it. Go to your airline's baggage services counter in the arrivals hall before you head for the taxi queue. A claim logged on the spot, with the bag in front of the staff, is far easier to settle than one raised later.
- Get a Property Irregularity Report (PIR). The counter staff will fill one in. It's the official record of the damage. Check that it describes every bit of damage before you sign, and keep your copy and the reference number.
- Photograph everything. All sides of the bag, close-ups of each crack, dent, wheel or handle, the bag tag and claim sticker, and the PIR itself. A short video helps too.
- Keep your documents. Boarding pass, bag tag, e-ticket and PIR.
Tip: take a quick photo of your case before every trip. A "before" picture makes it much easier to show the damage happened in transit.
Step 2: The written claim
For most international flights, the Montreal Convention applies. For damaged baggage, it gives you 7 days from receiving the bag to send the airline a written complaint. (For delayed baggage it's 21 days from when the bag reached you.) Your airline's own terms may add requirements, so check them — and don't leave it to the last day.
What to include
| Document | Why |
|---|---|
| PIR and reference number | The airline's own record of the damage |
| Boarding pass and bag tag | Links you and the bag to the flight |
| Photos and video | Shows the damage clearly |
| Repair quote or invoice | Shows what it costs to put right |
| Purchase receipt, if you have it | Shows the bag's value and age |
A written repair quote from a luggage workshop gives the airline something concrete to approve, rather than a general description of the damage.
What airlines usually cover — and what they don't
Usually covered
- Cracked or crushed shells
- Broken or snapped-off wheels
- Telescopic handles that won't extend or retract, and broken carry handles
- Zips forced open or broken in transit
- Torn fabric and structural damage to the body
Often excluded
- Wear and tear — scuffs, scratches and minor marks from normal travel
- Damage that was already there
- Damage from overpacking
- Fragile contents — many airlines exclude breakables packed in checked bags
- Protruding parts — some airlines exclude straps, hooks and name tags
Exclusions vary by airline, so read your carrier's conditions of carriage.
How much can you claim?
Under the Montreal Convention, an airline's liability for baggage is capped at 1,519 Special Drawing Rights (SDR) per passenger — roughly US$2,000 — since the limit was raised on 28 December 2024. That's a ceiling, not a payout: what you actually receive depends on the damage, and airlines often allow for the bag's age.
Getting the bag repaired
You don't always have to choose between a repair and compensation — for most damaged bags, a repair is what the airline would rather pay for.
- Get a repair assessment and quote. Bring the bag to a luggage workshop. The quote goes with your claim.
- The airline decides. It may approve the repair, offer compensation instead, or send you to its own appointed repairer.
- Get it repaired. If you pay for a repair yourself, keep the invoice and before-and-after photos to claim it back.
If your airline works with us
We're an appointed repair partner for more than 40 airlines at Changi Airport, so your airline may send you to us — and if it gave you a claim or repair reference, that's all we need to start. For damage the airline accepts, we bill the airline directly. If it only covers part of the repair, we'll tell you the difference before any work begins.
If your airline isn't one of our partners, we can still repair the bag and give you an itemised invoice to claim from the airline or your travel insurer.
See the full list of partner airlines and how it works on our airline claims page.
Common airline damage, and the fix
| Damage | Usual cause | Repair |
|---|---|---|
| Broken spinner wheel | Drops and conveyor impacts | Wheel or wheel-module replacement |
| Cracked shell | Heavy bags stacked on top, drops | Crack repair |
| Bent or stuck telescopic handle | Forced into tight spaces in the hold | Handle repair or replacement |
| Dented aluminium case | Impacts during loading | Dent improvement and frame alignment |
| Torn carry handle | Grabbed and yanked | Handle replacement |
| Burst zip | Overpacked case compressed in the hold | Slider or zip replacement |
Current prices and turnaround for each are on our repair price guide.
Reducing the risk next time
- Choose a polycarbonate hard shell for checked bags — it flexes rather than cracking.
- Retract the handle fully and tuck away loose straps before check-in.
- Use a luggage cover or stretch film to protect the finish and stop straps catching on belts.
- Don't overpack — it strains the zips and shell.
- Ask for a fragile tag — not every airline honours it, but it can't hurt.
- Photograph the bag at check-in.
More in our guide to protecting your luggage at Changi.
Bag damaged on a flight?
Send us your PIR or claim reference and a photo of the damage on WhatsApp, and we'll tell you what happens next. Or bring the bag to any of our workshops — find your nearest one and today's hours on the workshops page.