Many travelers prefer not to check their luggage, but for longer trips—like my recent three-month journey across Europe—it’s often necessary. I was especially cautious this time, knowing that European airlines usually have stricter carry-on limits.
After enjoying five lovely days in Porto, Portugal, I kicked off my next leg to Prague with a short EasyJet flight. However, upon my arrival, I discovered a noticeable dent in the top corner of my checked bag. It was frustrating for sure, but I tried to keep things in perspective and concentrate on how to get a replacement and seek compensation.
Here’s a rough outline of my experience with the process.
Compensation from the airline: Refusal
I’ve never been a fan of standing in line at the airport—whether it’s for baggage or boarding—so I didn’t speak directly with the baggage agent.
Luckily, EasyJet offers an online claim process for issues like damages or delays. Submitting a claim within seven days of the flight is crucial. They emphasized the importance of taking photos of the damage before leaving the airport, noting that “photos taken later might not be accepted.” I managed to snap a picture about half an hour after reaching my hotel and filed my complaint the following day.
The online form I found was quick to fill out, taking me less than 10 minutes. I submitted several details including:
- Flight information and booking reference
- Personal details
- Hotel address
- Description and photos of the damage
- Receipt for the bag
Afterward, I received an automatic email confirming my claim reference number. However, ten days later, I got a letter rejecting it due to “cosmetic damage,” asserting that everything still functioned normally. While this was technically accurate, the letter was surprisingly well crafted, almost personal.
If my purchase hadn’t been protected by a credit card, I might have pushed back with an appeal, but an easier route for compensation was available.
Purchase Protection: Not Applicable
Initially, I thought of using the purchase protection benefits from my American Express Gold Card, which I had used to buy the bag.
However, since I purchased the bag in April 2023, I discovered that the coverage only applies to losses or damages within the first 90 days. A bit unfortunate, really.
Travel Insurance: Not Worth It
After returning home to Australia, I signed up for a travel insurance policy. These often offer more generous coverage than those in the U.S. My policy covered baggage damage, but with a deductible of 200 Australian dollars (around $130), filing a claim didn’t seem worthwhile given that the bag cost only $196.
Refunds from Chase: Success
During my trip, I had utilized my Chase Sapphire Reserve for booking the flight, which provided certain travel protections.
This coverage also extends even if you book with points as long as you pay taxes and fees with your card. Under the “lost luggage reimbursement” benefit, Chase covers up to $3,000 in damages—much more than my bag’s replacement cost of $196.
To fulfill the requirements, I needed to notify Chase within 20 days. I submitted:
- My travel itinerary
- Proof I paid for flights with Sapphire Reserve
- The rejection letter from EasyJet
- Receipt for the bag
I filed a claim on the Chase Card Benefit Portal, now managed by Assurant, which was a much smoother experience than the previous provider known for poor service. Completing the online claim took under five minutes. I actually submitted it on the same day I received EasyJet’s rejection letter.
Just nine days later, I got an email confirming my claim approval and requesting my banking details. The next day, $196 appeared in my account. I had anticipated a partial refund since the benefits usually only cover the depreciated value, so I was pleasantly surprised to receive the full amount.
Conclusion
While the damage to my bag was far from ideal, I was fortunate to have overlapping protections, which made the refund process relatively easy. Here are a few tips for anyone who might find themselves in a similar situation:
- Always keep your receipts.
- Try to avoid checking bags when possible.
- Document any damage before leaving the baggage area.
- Take photos of the issues.
- File a claim with the airline promptly.
- If eligible, submit a purchase protection request within 90 days.
- Use a travel rewards card to purchase your flight.
This experience highlighted that credit card perks are more than just marketing; if something goes wrong, they can significantly alleviate the situation, provided you’re prepared to do a bit of legwork.
