Norwegian Damaged Luggage Claim: Step-by-Step Guide to Getting Compensation
You grab your suitcase off the belt after a Norwegian flight and something's off straight away.
A wheel has snapped clean off. The corner's caved in. The zip won't sit flush anymore.
Norwegian Air Shuttle runs a high-volume, point-to-point network out of Oslo, with major bases at London Gatwick and across the Nordic region, and its short and medium-haul European routes shift a huge number of bags every single day. Being a low-cost carrier doesn't let Norwegian off the hook for damage that happens in its care, some passengers assume budget airlines simply won't pay out, but the same international rules that apply to full-service carriers apply here too. The trick is knowing the process and sticking to the deadlines.
Step 1: Report the Damage at the Airport
Before you leave the arrivals area, whether that's Gatwick, Edinburgh, Manchester or anywhere else Norwegian flies into, head to the baggage desk (Norwegian's own, or its ground handler's) and ask for a Property Irregularity Report, or PIR.
This creates a dated, official record that the damage was already there when you collected your bag, which matters if Norwegian later tries to argue about timing.
A PIR on its own isn't a claim. Think of it as the evidence your claim will lean on.
Already left the airport before you spotted it? You can still act. Norway applies the equivalent EU and Montreal Convention rules, so Norwegian accepts written notice of damage within 7 days of you getting your baggage back.
Step 2: Take Clear Photos
Don't try to patch anything up yourself, and don't keep using the case, until you've photographed it properly. You'll want:
- Close-up shots of every damaged spot
- One wider photo showing the whole suitcase
- A shot of the baggage tag, assuming it's still attached
If you happen to have an older photo of the case from before your trip, hang onto it. It helps head off any argument that the damage was already there.
Step 3: Submit Your Claim Within 7 Days
Norwegian handles baggage claims online through the customer service and baggage section of norwegian.com. This is a separate step from the PIR, and it's the one that actually gets your compensation case moving, so don't leave it too long.
Make sure your submission includes:
- Your PIR reference
- Booking and flight details
- Photos of the damage
- A short, clear account of what happened
A lot of passengers assume the airport report is the whole job done. It isn't. Norwegian needs the written claim itself within 7 days of you receiving the bag, or the case gets much harder to argue.
Step 4: What Happens Next
Once it's logged, Norwegian's baggage team reviews what you've sent and decides next steps. That could mean they:
- Approve compensation outright
- Offer to repair or replace the case
- Come back asking for more evidence
As a rule, the more complete your original submission is, the less likely you are to get stuck waiting on requests for extra detail.
Step 5: Do You Need a Damage Report?
Not always, but it's often exactly what turns a stalled claim into a settled one.
Minor damage with a low claimed value might get settled from your photos alone. But when the damage is more serious, or the case itself was expensive, Norwegian will typically want independent confirmation of the extent of the damage and what putting it right, or replacing it, should actually cost.
A proper damage report lays all of that out in one place, which is usually the missing piece before the airline is willing to settle.
For more detail on why airlines ask for this, read: Airline Asked for a Damage Report? Here's Why, and What to Do Next
If Norwegian has asked for more evidence, or your claim seems to have gone quiet, an independent damage report can give them what they need to move forward. Upload a few photos and get your report within 24–48 hours.
Step 6: Strengthening Your Claim
If your Norwegian claim has stalled, or you've been asked to send more information, it's rarely a flat refusal, it's usually just that the airline doesn't have quite enough to work with yet.
A strong claim generally has:
- Clear, well-lit photos of each area of damage
- Correct flight, booking and PIR details
- An independent assessment where the claim value justifies it
Get those together and most claims move through noticeably quicker.
Unsure what kind of payout is reasonable? This breaks it down: How Much Compensation for Damaged Luggage?
Frequently Asked Questions
Can you claim for damaged luggage with Norwegian?
Yes. Norwegian is liable under the Montreal Convention (as applied under Norwegian and EU rules) for damage to checked baggage that occurs 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 Norwegian?
Get a PIR raised at the airport if you can, or otherwise notify Norwegian in writing within 7 days of receiving your bag. Claims reported after that window are much harder to support.
Does Norwegian cover a broken wheel, handle or water damage to luggage?
Yes. Snapped or missing wheels, handles that won't retract or extend properly, cracked hard-shell cases, torn fabric, broken zips and water damage picked up in the hold are all typically covered. General wear and tear and cosmetic scuffs are usually excluded.
What if Norwegian rejects my damaged luggage claim?
An independent damage report setting out the damage, repairability and fair value can often help overturn a rejection or unstick a stalled claim. If Norwegian still won't budge, you can escalate through their internal complaints process or an approved alternative dispute resolution (ADR) body.
Final Thoughts
Claiming for damaged luggage with Norwegian isn't about pushing harder, it's about giving the airline a clear, well-evidenced account of what went wrong.
Most people get the first step right, reporting the damage, and then don't follow through on the rest.
The claims that get paid are the ones where someone kept going.
If your claim's gone quiet, that almost always means something's missing, not that it's been turned down.