Bag is broken. Act before exiting:
The first 30 minutes matter most
Most airport problems get easier or harder depending on what you do in the first half hour. Lost bag, damaged bag, missed connection, denied boarding - they all have a small written window where filing on the spot is free, fast, and binding on the airline. Walk out of the terminal first and you've often given up the easy route. Find the right desk before you do anything else, even if there's a queue.
Do this right now
- 1Go straight to baggage service, do NOT leave the area.
- 2Photograph damage with the carousel in background.
- 3File damage report and get reference number.
What you're entitled to
Who to talk to, and who to skip
Check-in agents handle outbound flights. Transfer or rebooking desks handle disruptions. Baggage service handles missing or damaged bags. Going to the wrong desk wastes 20 minutes you don't have. If you can't find the right one, ask any uniformed staff - they will point. Avoid information desks for airline issues, they often just send you back to the airline.
Quick fixes that work
What to say at the desk
"My baggage was damaged in transit. I need a damage report (DPR) and instructions for claim filing under the Montreal Convention."
Small things that make a big difference
- Find a power outlet before you do anything else. Phones die at the worst moment.
- Take photos of bags, tags and any damage from multiple angles, with the carousel in shot.
- Keep your boarding pass even after landing - some claim forms ask for it weeks later.
- If you're given a hotel voucher, confirm transport too. Many airports are 30 minutes from the hotel.
- Note down the names of staff who help you. Useful if you need to follow up by email later.
Comfort items that pay off
A charged power bank, a refillable water bottle, a light layer, and noise-cancelling earbuds turn a six hour wait from miserable to manageable. If you fly often, a Priority Pass or a credit card with lounge access pays for itself the second time you get bumped. Long delays are part of the deal - being prepared is what separates a bad day from a story you'll tell later.