When travelers discover that their suitcase is broken after removing it from the baggage carousel, they often choose to take the damaged or broken luggage home and replace it with a new one. These damages are the result of the baggage handling process at the airport, as well as the inevitable collisions that cause the passenger's suitcase to break.

What should you do if you find your suitcase is damaged after removing it from the baggage carousel?

When receiving checked baggage at the airport baggage carousel, if you find any suspicious signs, take photos and send a complaint to the relevant department of the airline you just flew for proper compensation. Damaged baggage is unfortunate for everyone, but it will be worse if you do not know that you have the right to complain and quietly leave.

Do Thanh will guide you through the specific process of submitting a complaint and requesting compensation from the airline.

• Step 1: Do not take your suitcase outside the baggage claim area.

When you pick up your luggage at the conveyor belt area, if you notice any signs of damage or loss on your luggage. Absolutely do not take your suitcase outside the restricted area. Because once you have taken your luggage out of this area, you almost lose the right to complain on the spot.

Passengers are not allowed to take their suitcases outside the baggage claim area. Source: Internet.

• Step 2: Record video of evidence

Quickly take a video of your luggage with your phone. Record the entire conveyor belt, the flight number on the electronic board if possible, the luggage tag on your suitcase, and any damaged items. Make sure to film slowly and clearly, as this will be the best evidence you can provide when speaking to airline staff.

• Step 3: Notify airport staff

After taking a video of your luggage as evidence, go to the ground service counter or the Lost and Found Office of the airline you flew with, or find any airport staff and explain that your luggage is damaged. Here, you inform the staff about the damage to your luggage and request a Property Irregularity Report (PIR).

Lost and found baggage counter. Source: Internet.

• Step 4: Follow the airline's instructions

The airline will ask you to fill out a form, keep your baggage stub, take a photo of your bag, and may ask if you want to get it repaired or compensated. Stay calm and work with the staff to come to the appropriate conclusion for your case.

Furthermore, taking a video/photo of the undamaged bag or keeping anything that shows the value of the bag before your trip will give you an advantage when it comes to making the most appropriate compensation claim.

Taking a video/photo of your suitcase before your trip will give you an advantage when claiming compensation. Source: Internet.

If your suitcase is only slightly damaged and the airline has a policy of repairing it at the airport, you can claim it immediately. Otherwise, you will have to send in a repair invoice or receipt to exchange your new luggage for a new one so you can claim compensation later.

How does Vietnam regulate compensation for lost or damaged luggage?

Airlines regulate the compensation level for passengers according to the provisions of the Law on Civil Aviation of Vietnam. Airlines such as Vietjet Air and Bamboo Airways both have regulations on compensation levels, however, Vietnam Airlines usually regulates the compensation level based on actual value and does not exceed the level prescribed by the above law.

• Vietjet Air's liability for damage to checked baggage

• Bamboo Airways' Compensation Limit

• • Domestic Routes:

Note: If multiple parts of the baggage are damaged simultaneously, compensation amounts can be combined, but the total compensation shall not exceed 500,000 VND per item for Economy Class and 750,000 VND per item for Business Class.

• • For International routes, maximum compensation for one baggage item:

• • • Economy Class: $30 or equivalent local currency per item
    • Business Class: $40 or equivalent local currency per item

Each airline will have different restrictions or refund regulations in case the passenger's checked baggage is scratched, damaged or has a broken wheel after the trip. So, do not give up your rights easily; instead, follow the instructions above to get the most appropriate compensation.