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Transport Damage
Damage caused during transport, such as cracks, dents, broken handles, or wheels that occur while your luggage is in transit, is not covered under the Samsonite warranty, as it is considered airline or other third-party carrier damage.
Below, you’ll find guidance on what to do if your suitcase was damaged during your journey. Acting quickly can increase the chances of successful compensation from the airline or transport company.
What do I do if my suitcase was damaged during a flight?
If your Samsonite suitcase was damaged during a flight, we recommend the following steps:
If your product is repairable, we can provide a repair quote that you can include in your airline claim. If your product is not repairable, we can provide documentation to help you complete your claim.
While airlines are generally responsible for damage that occurs during transit, Samsonite is here to support you through the process and help you restore your luggage where possible.
- First of all, take clear photos of the damage to your suitcase. These images will help support your claim with the airline.
- Report the damage immediately to the airline when you arrive, ideally at the service counter in the baggage claim area. Most airlines have a damaged baggage claim process, and they are responsible for repair, replacement or other types of compensation.
- Contact Samsonite by reaching out to a service centre or submitting a request through our Support&Go service portal.
If your product is repairable, we can provide a repair quote that you can include in your airline claim. If your product is not repairable, we can provide documentation to help you complete your claim.
While airlines are generally responsible for damage that occurs during transit, Samsonite is here to support you through the process and help you restore your luggage where possible.
What do I do if my suitcase was damaged in the hands of another carrier (bus company, train, …)?
If your Samsonite suitcase was damaged while in the hands of another carrier, such as a bus company or train operator, you can usually file a damage claim with them in a similar way as with an airline. Check their baggage or customer service policy and report the damage as soon as possible, ideally with photos and your travel documents.
Contact Samsonite by reaching out to a service centre or submitting a request through our Support&Go service portal. If your product is repairable, we can provide a repair quote that you can include in your transport claim. If your product is not repairable, we can provide documentation to help you complete your claim.
Contact Samsonite by reaching out to a service centre or submitting a request through our Support&Go service portal. If your product is repairable, we can provide a repair quote that you can include in your transport claim. If your product is not repairable, we can provide documentation to help you complete your claim.
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