Question 1

What is a luggage damage assessment report?

Accepted Answer

A luggage damage assessment report is an independent document that evaluates the condition of a damaged suitcase and estimates the cost of repair or replacement.

Our reports are commonly used by passengers when submitting claims to airlines or travel insurance providers.

Question 2

Are you affiliated with airlines?

Accepted Answer

No.

We are an independent assessment service and do not represent or work directly for any airline. Our role is to provide a neutral evaluation of the damage and a professional estimate based on comparable market values.

Question 3

Will airlines accept your report?

Accepted Answer

Most airlines and travel insurers accept independent repair or replacement estimates as supporting documentation for baggage claims.

While we cannot guarantee the outcome of any individual claim, our reports are prepared using industry-standard assessment methods and clear documentation.

Question 4

Do I need to send my suitcase to you?

Accepted Answer

In most cases, no.

We can perform an initial assessment based on clear photographs of the damage.

If the suitcase appears repairable, we may offer the option to send it to our workshop for inspection or repair (UK customers only).

Question 5

What information do I need to provide?

Accepted Answer

To complete an assessment, we usually require:

• Photos of the damaged suitcase
• Close-ups of the damage
• Brand or model (if known)
• Approximate age of the suitcase
• Flight details or PIR reference (if available)

This helps us prepare a more accurate report.

Question 6

How long does the assessment take?

Accepted Answer

Most reports are completed within 24–48 hours after receiving payment and the required photos.

During busy periods it may take slightly longer, but we always aim to respond quickly.

Question 7

What if my suitcase has no brand or model?

Accepted Answer

That is very common.

If the suitcase is unbranded, we estimate the replacement value based on similar mass-market suitcases of comparable size, material, and quality currently available on the market.

Question 8

What happens if the suitcase cannot be repaired?

Accepted Answer

If the damage is structural or uneconomical to repair, the report will state that the suitcase is Beyond Economic Repair (BER).

In these cases the report will include an estimated replacement value.

Question 9

Do you guarantee that the airline will pay my claim?

Accepted Answer

No service can guarantee the outcome of a baggage claim.

The final decision always belongs to the airline or insurance provider.

Our role is to provide a clear, professional and independent evaluation that supports your claim.

Question 10

Can you repair my suitcase?

Accepted Answer

We may offer repair services for certain types of damage such as:

• Wheel replacement
• Handle repair
• Minor structural adjustments

If the suitcase cannot be safely repaired, we will recommend replacement instead.

Question 11

What is your money-back guarantee?

Accepted Answer

If you submit our assessment report to your airline as supporting evidence and the airline explicitly ignores or rejects it as insufficient — you're entitled to a full refund of your £10 fee.

To claim: email contact@baggagerepairs.com with the subject "Refund Request — [your order reference]", attach documentation of the airline's response (or evidence of non-response), within 90 days of receiving your report. Refunds are processed within 5–7 business days.

Question 12

What counts as the airline 'not taking the report into account'?

Accepted Answer

The guarantee applies in two situations:

1. The airline sends you a written rejection explicitly stating the evidence (our report) was insufficient or not considered.
2. The airline fails to respond to your claim for more than 30 days after you submitted the report as evidence.

The guarantee does not apply if: your claim was accepted (even partially), the airline rejected for unrelated reasons (e.g. claim submitted too late, pre-existing damage), or you did not submit the report to the airline.

Unsure whether your situation qualifies? Contact us and we'll review it on a case-by-case basis.

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