Lufthansa Damaged Luggage Claim: Step-by-Step Guide to Compensation
You land, head to baggage reclaim, and pick up your suitcase. At first glance, everything seems fine, until you take a closer look.
A wheel is damaged. The handle doesn't extend properly. The shell shows signs of impact.
It's frustrating, but more importantly, it means you may be entitled to compensation.
Lufthansa does handle damaged luggage claims, but like most airlines, the outcome depends on how the process is followed. And this is where many people lose out.
Step 1: Report the Damage Immediately
If you notice the damage at the airport, report it straight away at the baggage desk.
You'll receive a Property Irregularity Report (PIR). This is the official confirmation that the damage was identified after your flight.
Important: this is not your claim yet. It's just the first step.
You can review Lufthansa's official guidance here: Lufthansa baggage irregularities
Step 2: Take Clear Photos
Before using the suitcase again or attempting any repair, take clear photos.
Make sure you capture:
- the damaged area in detail
- a full image of the suitcase
- the baggage tag (if available)
Clear images help show the severity of the damage and support your claim.
Step 3: Submit Your Claim
Once the damage is reported, you'll need to submit your claim through Lufthansa. You can start here: Lufthansa baggage claim portal
When submitting your claim, include:
- PIR reference
- flight details
- photos
- a short description of the damage
Important: reporting at the airport is not enough. A formal claim is required to receive compensation.
Step 4: What Happens Next
After submitting your claim, Lufthansa will review your case. They may approve compensation, offer a voucher, or request additional documentation.
Most claims don't get resolved instantly; they go through a review process.
Step 5: Do You Need a Damage Report?
Not always, but in many cases, it helps. Some claims are resolved without one, especially if the damage is minor, the situation is clearly documented, or the amount involved is relatively small.
However, many claims reach a point where the airline needs more clarity. This can lead to delays, requests for additional proof, or lower initial offers. A proper damage report helps remove that uncertainty.
It clearly explains what is damaged, whether it can be repaired, and what the realistic value is. This is often what helps move a claim forward.
If you want to understand this better: Airline Asked for a Damage Report? Here's Why, and What to Do Next
Step 6: Strengthening Your Claim
If your claim feels stuck, it usually means more clarity is needed. A strong claim includes clear and complete photos, accurate flight details, and, where needed, structured documentation.
Once everything is properly presented, the process becomes much smoother.
If you want to understand compensation levels: How Much Compensation for Damaged Luggage?
Frequently Asked Questions
Can you claim for damaged luggage with Lufthansa?
Yes. Under the Montreal Convention, Lufthansa is liable for damage to checked baggage while it's in their care. Compensation is capped at roughly 1,288 SDR per passenger (around £1,300), depending on the value and extent of the damage.
How long do you have to claim damaged luggage from Lufthansa?
Report the damage at the baggage desk for a PIR, or notify Lufthansa in writing within 7 days if you've already left the airport. Reporting quickly makes the claim easier to support.
Does Lufthansa cover a broken suitcase wheel or handle?
Yes. Broken wheels, handles that won't extend or retract, cracked shells, torn fabric, broken zips and water damage from the hold are all typically covered. Normal wear and tear and pre-existing damage are usually excluded.
What if Lufthansa rejects my damaged luggage claim?
An independent damage report itemising the damage, repairability and value often moves a stalled or rejected claim forward. If Lufthansa still refuses, you can escalate through the airline's internal complaints process or an approved alternative dispute resolution (ADR) body.
Final Thoughts
Lufthansa luggage claims are not complicated, but they are process-driven. Most people report the issue and stop there. The difference comes from what you do next.
If your claim isn't moving, it usually doesn't mean it's been rejected. It just means something is missing.