There are a lot of travelers out there who refuse to check their baggage.
However, I often do — especially when I need enough gear for a long journey, as I did on a recent three-month trip around Europe. And since many European airlines have smaller carry-on limits, I didn’t want to risk it.
After a blissful five days in Porto, Portugal, I took a three-hour EasyJet flight to Prague only to realize upon arrival that my checked bag had a big dent in the top corner.
Naturally, I was annoyed, but I kept things in perspective and focused on what I could do to replace the bag and get some compensation.
Here are the four steps I went through.
Compensation from the airline: Denied
Lining up at an airport, especially after landing, whether it’s for immigration, baggage or catching a ride, is one of my least favorite things. So, I skipped speaking with a baggage agent in person.
Thankfully, EasyJet has an online process for submitting claims for damaged, delayed or lost luggage.
You must file within seven days of your flight, and the carrier strongly suggests taking photos of the damage before leaving the airport, as “photos taken later may not be accepted.” I snapped some pictures when I arrived at my hotel 30 minutes later and submitted the claim the next day.
The online form — hosted by the third-party provider DamagedLuggage.com — took less than 10 minutes to complete.
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I uploaded:
- My flight details and booking reference number
- My personal information
- My hotel’s address
- A description and photos of the damage
- A copy of the purchase receipt
I received an automated email with a claim reference number. Then, 10 days later, a letter denying the claim “on the grounds of cosmetic damage, as it doesn’t compromise its capacity, and all features remain in full working order … While it’s unfortunate, it doesn’t affect the functionality” arrived.
This was technically true, and the letter was surprisingly well written and seemed to come from a real human.
If I hadn’t had protection through one of my credit cards, I would’ve pushed back and submitted an appeal. But there was an easier route to compensation.
Purchase protection: Ineligible
My first instinct was to claim through the purchase protection benefit on my American Express® Gold Card, which I had used to buy the bag.
However, I bought the bag in April 2023, and this benefit only covers loss, theft or damage within the first 90 days of purchase. So, I was out of luck.
Travel insurance policy: Not worth it
I purchase a 12-month travel insurance policy each year when I return to Australia, where I’m originally from. (These tend to be cheaper and more generous than U.S. policies.)
While my coverage included baggage damage, it came with a 200 Australian dollar ($130) deductible. Given that the bag only cost me $196, it wasn’t worth filing a claim.
Reimbursement from Chase: Success
Since I had used my Chase Sapphire Reserve® (see rates and fees) to book my flight, the card’s travel protections kicked in.
This benefit would also apply if I had paid for the flight with points and covered the taxes and fees with the card.
Under its “lost luggage reimbursement” benefit, the Sapphire Reserve covers up to $3,000 in damages, well above the $196 replacement cost of my bag.
To qualify, I had to notify Chase within 20 days of the incident. I submitted:
- My travel itinerary
- Proof that I used my Sapphire Reserve to pay for the flight
- The denial letter from EasyJet
- The bag’s purchase receipt
I submitted the claim online through Chase’s card benefits portal, now administered by Assurant. Chase previously used eClaimsline, which had a reputation for poor customer service; in contrast, I found Assurant’s process quick and transparent.
The form took less than five minutes to complete. I submitted it the same day I received the denial letter from EasyJet.
Nine days later, I got an approval email asking for my bank details. And the next day, the $196 reimbursement landed in my account. I had expected a partial payment since the benefit technically covers only the depreciated value of the item, so receiving the full amount was a pleasant surprise.
Bottom line
While I wasn’t thrilled that my luggage was damaged, I was lucky to have layered protections in place that made the reimbursement process relatively painless.
My tips to prepare for a similar situation are to:
- Keep your receipts.
- Avoid checking a bag when possible.
- Inspect your bag for damage before leaving baggage claim.
- Take photos of any damage.
- Submit a claim with the airline.
- If applicable, file a purchase protection claim within 90 days of purchase.
- Use a travel rewards card with baggage protection to purchase your flight.
This is a reminder that the perks your credit card offers aren’t just marketing fluff. When something goes wrong, they can really pay off, as long as you’re willing to put in a little bit of work.
To learn more, read our full review of the Chase Sapphire Reserve.
