Luggage Damage Claim Letter Template (Free, Editable) for UK Airline Claims

You know your suitcase was damaged by the airline. You know roughly what happened and when. What you don't know is exactly what to write, or how to say it in a way that gets taken seriously the first time.

Most claims don't fail because the damage wasn't real. They fail because the letter or email that reported it was too vague, missing key details, or sent to the wrong place. A claim that reads like it was written by someone who knows the process gets processed faster than one that reads like a complaint.

Below is a free template you can copy, edit and send today, followed by an explanation of exactly why each part matters.

Before You Send Anything: Two Things to Check

First, confirm you're within the window. Under the Montreal Convention, you need to notify the airline in writing within 7 days of receiving a damaged bag. If you're close to that deadline, send a short version of this letter now and fill in the details afterwards. We've covered the full deadline rules here: How Long Do You Have to Claim for Damaged Luggage?

Second, find the right address. Most airlines have a dedicated baggage claims email or online claims portal, separate from general customer service. Sending your letter to the wrong department is one of the most common reasons claims sit unanswered for weeks.

The Claim Letter Template

Copy the text below, fill in every bracketed field, and remove any line that doesn't apply to your situation.

• Subject: Damaged Baggage Claim – Booking Reference [Booking reference] – PIR [PIR reference]
• Dear [Airline name] Baggage Claims Team,
• I am writing to formally claim compensation for damage caused to my checked baggage during flight [Flight number] from [Departure airport] to [Arrival airport] on [Date of travel].
• Passenger name: [Full name]
• Booking reference: [Booking reference]
• Baggage tag number: [Baggage tag number]
• Property Irregularity Report reference (if filed at the airport): [PIR reference]
• Description of damage: On collecting my baggage, I found the following damage: [describe exactly what is damaged — e.g. 'the front-left wheel is missing and the shell is cracked along the bottom seam']. This damage was not present before the flight.
• I have attached photographs of the damage, including close-up images and a full view of the case with the baggage tag visible, [and a professional damage assessment report].
• Under the Montreal Convention, airlines are liable for damage to checked baggage occurring during carriage. I am requesting compensation for the cost of repair, or replacement if the case is beyond repair, up to the applicable liability limit.
• I would be grateful for confirmation of receipt of this claim and details of your next steps, including any further documentation you require.
• I look forward to your response within [14] days.
• Kind regards, [Full name] [Contact phone number] [Email address]

That's the whole letter. It's deliberately plain — no legal threats, no drama. Airlines process hundreds of these a week, and a clear, complete claim gets a faster answer than an angry one.

Why Each Section Matters

PIR Reference and Flight Details

Your PIR reference (if you filed one at the airport) instantly links your letter to an existing record, which speeds everything up. If you didn't file a PIR, don't worry — a written claim within 7 days is still valid on its own, just say so and move on. Either way, the flight number, date and baggage tag number let the airline pull up your journey without back-and-forth emails asking you to confirm basic details.

A Specific Description of the Damage

"My suitcase is broken" tells the airline nothing. "The front-left wheel housing is snapped off and the shell has a 15cm crack along the bottom seam" tells them exactly what they're assessing, and reads as credible because it's specific. Be factual, not emotional — describe what's broken, not how annoying it was.

Photos and Evidence

Attach close-up photos of the damaged area, a full photo of the case, and one showing the baggage tag still attached. If the airline asks for a repair quote or proof of value, which happens in most claims worth pursuing, that's where a professional assessment report becomes useful. It gives them a documented repair cost instead of your own estimate, which is much harder to dispute or lowball.

What to Do After You Send It

Keep a copy of everything you send, including the date. Most airlines acknowledge a claim within a few days and respond substantively within 14 to 28 days. If they ask for more documentation, such as proof of value or a repair quote, treat that as a normal next step rather than a rejection — reply promptly, since the speed of your claim is often set by how quickly you supply what's requested.

If the response you get back is a flat rejection, don't assume that's final. A surprising number of rejections are worth challenging, particularly the "normal wear and tear" excuse — we've covered how to push back on that here: Airline Says It's "Normal Wear and Tear"? How to Fight a Rejected Claim

Final Thoughts

A good claim letter isn't about clever wording. It's about giving the airline everything it needs to say yes without having to chase you for more information. Reference numbers, a specific description, clear photos, and a professional damage figure if you have one — that combination is what actually moves claims through faster.

BaggageRepairs.com is a professional luggage repair and assessment service. We carry out physical repairs at our UK workshop and provide independent online damage evaluations for customers worldwide, used in airline compensation claims, insurance submissions, and dispute resolution.