Here's What To Actually Do When Your Luggage Is Lost, Delayed, Or Damaged
Here Are 5 Essential Tips On What To Do When Your Luggage Is Lost:
1. First Things First, Don't Leave The airport
It sounds obvious, but many people leave the baggage claim area thinking their bags might turn up later. Don't. If your luggage hasn't arrived, head straight to the airline's baggage service desk. This is usually near the baggage claim area. You'll need to fill out a Property Irregularity Report (PIR). This is the formal document airlines use to track missing bags. Without it, your chances of getting compensation or updates are slim to none. Tip: Have a photo of your bag ready on your phone. It'll make it easier for staff to identify it, especially if you have a black Samsonite that looks like every other black Samsonite.
2. Know Your Rights (And Use Them)
At many destinations, airlines are legally responsible for your checked luggage. That means they owe you compensation for delays, loss or damage. But be warned: Every airline handles claims differently, so read the fine print on their website. For delayed bags, most airlines will reimburse you for "reasonable expenses"-think toiletries, underwear, and basic clothing. Save your receipts and don't go wild. They probably won't cover the expensive trainers you impulsively bought at the airport boutique. If your bag is officially declared lost — usually after 21 days — you can file a claim for compensation. Be prepared to provide receipts or itemised lists. Some airlines offer flat compensation; others ask for proof of every sock.
3. Stolen Bags? Call Airport Security
If you suspect your luggage was stolen (it's not showing up in the system, and no one can account for it), report it to airport security immediately. Then file a police report. You'll need this for any insurance claims, and it helps create a record in case the thief tries to use your ID or bank cards. Tip: Call your bank right away to freeze any cards that were in your luggage. Yes, it's a massive hassle, but better than a random charge from a petrol station in Portugal.
4. Damaged Luggage? Snap Those Photos
If your suitcase arrives looking like it lost a fight with a tractor, document everything. Take clear photos of the damage before leaving the airport. Then head to the airline's baggage desk to report the issue. You'll usually need to submit a damage claim within seven days. Some airlines will repair your bag, others will offer a replacement or compensation. Again — keep all paperwork, photos, and receipts. Pro tip: If your suitcase is beyond repair, check the warranty with the manufacturer. Brands like Samsonite and Away often offer multi-year guarantees.
5. Know What Your Travel Insurance Covers
Travel insurance can save the day — but only if you read the policy properly. Most plans cover lost, stolen or damaged luggage, but caps vary. Common exclusions include unattended bags and certain valuables (think laptops or jewellery). Make sure your policy has baggage delay coverage, which kicks in if your bag is delayed for more than a set number of hours (usually 12-24). It can reimburse you for emergency purchases while you wait. Keep receipts and log every conversation with the airline. Insurance companies love documentation, and the more you have, the smoother your claim process will be.
How To Avoid Luggage Drama Next Time:
You can't control the airline, but you can stack the odds in your favour:
Use a smart tracker like an Apple AirTag or Tile. Pop one in your suitcase to follow its location in real-time.
Label your bag clearly-inside and out-with your contact info.
Snap a photo of your packed luggage. It helps with claims and memory jogs.
Carry essentials like medications, chargers and a change of clothes in your hand luggage.
Pack light if you can. It might sound like boring advice, but carry-on travel makes these disasters 100% easier to deal with-or avoid entirely.
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Time of India
5 days ago
- Time of India
Air passenger wins Rs 2.74 lakh compensation for loss of personal luggage in check-in bag but only after 6 years legal battle
Academy Empower your mind, elevate your skills How did this case start? August 7, 2019: The passenger embarked on a 41-day world tour and boarded a Air India flight for Paris from Delhi. He stayed in Paris, France for 3 days. The passenger embarked on a 41-day world tour and boarded a Air India flight for Paris from Delhi. He stayed in Paris, France for 3 days. August 10 to 15 of 2019: He travelled to Spain via road and then travelled to Netherlands, Germany, Switzerland, Italy, Vatican City. He travelled to Spain via road and then travelled to Netherlands, Germany, Switzerland, Italy, Vatican City. August 15, 2019: He took a flight from Rome to the United Kingdom (England) and stayed there for 10 days. He took a flight from Rome to the United Kingdom (England) and stayed there for 10 days. August 25, 2019: He took a flight for Toronto, Canada from the United Kingdom. He took a flight for Toronto, Canada from the United Kingdom. September 3 to 13 of 2019: He went to Vancouver from Toronto and then went to the United States of America and then came back to Vancouver. He went to Vancouver from Toronto and then went to the United States of America and then came back to Vancouver. September 13, 2019: His tour ended, and he took a flight back to India from Vancouver airport. His flight operated by China Eastern Airline (MU582) was from Vancouver to Delhi via Shanghai, China. He deposited his bag at the airline's (China Eastern Airline) check-in counter and it was scanned and tagged for Delhi. His tour ended, and he took a flight back to India from Vancouver airport. His flight operated by China Eastern Airline (MU582) was from Vancouver to Delhi via Shanghai, China. He deposited his bag at the airline's (China Eastern Airline) check-in counter and it was scanned and tagged for Delhi. September 14, 2019: He arrived in Shanghai, China and took the connecting flight for Delhi of the same airline. He arrived in Shanghai, China and took the connecting flight for Delhi of the same airline. September 15, 2019: He arrived at Delhi (Indira Gandhi International Airport) and had to wait for more than one and half hour to receive his luggage and on arrival of his luggage, the complainant was shocked to find it badly damaged and wrapped with tape. The damage to the luggage and the disturbance to its contents were not typical of routine handling. What did the District Consumer Commission say? State Consumer Commission finds the airline liable for deficiency of service under Article 10 of the Instruction rules It is true that when the complainant returned to India after successful completion of the journey, he received luggage in damaged condition. Perusal of the photographs of luggage shows that there was some damage in the luggage. It is also not disputed that the complainant (passenger) filled the Property Irregularity Report (PIR). It is also not disputed that luggage was found to be 1.5 kilogram less than the weight measured at Vancouver Airport. Since the weight of the luggage was found to be lesser, it is presumed that some articles were stolen by someone. It is the prime responsibility of the airline to compensate the complainant (passenger). Article 10 of the Instructions relating to liability for carriage by Air depicts that subject to the provisions of paragraphs No.1 and 2 of this articles, the carrier shall indemnify the consigner against all damage suffered by it, or by any other person to whom the consignor is liable, by reason of the irregularity, incorrectness or incompleteness of the particulars and statements inserted by the carrier or on its behalf in the cargo receipt or in the record preserved by other means referred to in para No.2 of Article 4. Since the complainant has specifically mentioned the stolen articles in the PIR (Property Irregularity Report), the complainant is entitled for the compensation as prayed for. The learned District Consumer Commission has rightly allowed the complaint of the complainant. The State Consumer Commission finds no reason or ground to interfere with the order of the learned District Consumer Commission. Hence the appeal being devoid of merit stands dismissed. What did the airline's lawyers say? Counsel for the appellant (airline) argued that the complainant (passenger) did not share the bill of the products that were claimed to be damaged. The appellant had started working from home since January 2020 as Covid-19 breakout in China during December 2019 and business in Airlines Industry, especially in China, was affected. The respondent-complainant (passenger) himself signed the PIR and admitted the loss to be of Rs 7,000 and loss of goods worth 2 lakh is malicious and after thought. The learned District Consumer Commission failed to appreciate that the IATA (International Air Transport Association) Montreal Convention rule in pilferage case that the appellant followed IATA rule which says 20 USD per KG was compensated to the passenger. The DGCA rules issued by the Govt. of India were also on the same lines. In this case, 1.5 kg was missing and USD30 should be compensated but the learned District Consumer Commission wrongly awarded Rs.1.75 lakh to the appellant. The complainant is not entitled for the relief as prayed for. What is the significance of this case's judgement for consumers? On September 15, 2019, Kumar, a traveller arriving from Canada to Delhi, got the shock of his life when he spotted his check-in bag on the luggage conveyor belt, all damaged and taped up. After taking a closer look, he realized that several expensive items worth around Rs 2 lakh (USD 3,633) were missing from the bag. He immediately went to the airline 's counter at Delhi airport to file a PIR (Property Irregularity Report). The airline staff looked into it and confirmed that 1.5 kg of luggage was indeed missing from his bag that came from the Canada to Delhi compensation for the missing items in his bag the airline offered him a USD 30 (Rs 2560 as of July 4, 2025, exchange rate) for the missing items. Feeling dissatisfied with such a small compensation amount, he filed a consumer complaint with the District Consumer Commission and later with the Haryana State Consumer Commission. The airline ended up losing the case in both the items missing from his check-in bag included his Armani jacket and pullover, Rado wristwatch, 25-gram gold chain, Chanel perfume and a few other things. The total value of all these personal belongings was claimed to be USD 3633 or about Rs 2 lakh (as of September 2019 exchange rates).The airline calculated the compensation amount based on the IATA (International Air Transport Association) Montreal Convention guidelines for cases of theft. They also referenced DGCA regulations issued by the Government of India which cites a similar compensation formula, leading to the final offer of USD 30 (worth Rs 2560 in 2025) for the loss of items weighing 1.5 Consumer Commission ordered the airline to pay Rs 1.75 lakh with 8% interest starting from when the complaint was filed, plus Rs 15,000 for harassment and legal costs. The Haryana State Consumer Commission upheld this order and said the airline must pay. Additionally, the airline must also deposit Rs 95,000, which the Haryana State Consumer Commission ordered to be given to the passenger as a partial below to find out why this airline passenger won the case in consumer commissions and the legal arguments that led to this to the order of the Haryana State Consumer Commission dated May 20, 2025, this is the timeline of the case:The District Consumer Commission on November 11, 2020 said:'Keeping in view the above discussion, we hereby accept the present complaint and direct the opposite parties to pay a sum Rs.1,75,000 in lump sum to the complainant along with interest @ 8% from the date of lodging of the complaint with the OPs by the complainant till its realization. We also direct the opposite parties to further pay a sum of Rs.15,000 to the complainant as compensation for harassment including litigation expenses.'The State Consumer Commission in its order dated May 20, 2025, said:Judgement: 'Application(s) pending, if any stand disposed of in terms of the aforesaid judgment. The statutory amount of Rs 95,000 was deposited by the appellant (airline) at the time of filing of this appeal. This amount is now ordered to be reimbursed to the complainant -- Kumar against proper receipt, identification and verification as per rules and registry of this Commission is accordingly directed.'According to the order of the State Consumer Commission, here's what the airline's lawyers said:ET Wealth Online has asked various lawyers about the significance of this judgement for air travellers, here's what they said:By allowing the claim of the complainant and providing relief beyond the pecuniary loss suffered, the court has established the applicability of consumer law to foreign service providers operating in Indian territory. It acts as a precedent that airlines must show care when handling and transporting passengers' baggage, and that negligence in this regard would constitute a deficiency in service and so be punishable under consumer law. As it even accepted the Property Irregularity Report (PIR) and photographic evidence, it lends weight to their credibility in travel-related difficulties. The court even widened the ground of remedy from pecuniary loss to just compensation to consumers for mental anguish and inconvenience caused by deficiency of significance of this judgement is:a) Affirms consumer rights against powerful service providers: The ruling reiterates that even large international airlines can be held accountable in Indian consumer forums for deficiencies in service such as damage or theft during transit.b) While airlines often invoke international conventions like the Montreal Convention to limit their liability (e.g., compensating only $20/kg of lost baggage), the Commission recognized actual losses supported by evidence like the PIR, photos, and witness statements. It shows courts may depart from standard limits if consumer harassment and deficiency are clearly established.c) The acceptance of the PIR and photographs as valid evidence for establishing the damage and loss strengthens the position of consumers who may not always have purchase bills or full documentation.d) The airline was proceeded ex parte initially for non-appearance, and this contributed to the court favoring the complainant. This underlines that companies ignoring proceedings may risk adverse orders.e) Despite the incident occurring abroad, the consumer could successfully seek justice in a local Indian consumer court, an empowering message for Indian judgment marks a stern reiteration that foreign carriers operating within the territory of India cannot insulate themselves from liability by invoking the limitations of international conventions such as the Montreal Convention or the IATA guidelines, especially where tangible evidence of negligence and deficiency in service is awarding compensation substantially higher than the standardized compensation metrics of USD 20 per kilogram of lost baggage, the Commission has laid down a salutary precedent: that where the loss is duly documented, substantiated by a Property Irregularity Report (PIR), and corroborated by photographic evidence of damage and discrepancy in weight, the consumer is entitled to fair, just, and adequate restitution, not merely token redress. Of particular note is the Commission's observation that the absence of original purchase invoices cannot be used as a shield to deny rightful compensation, especially where the loss pertains to personal belongings inherently carried during international by granting a separate sum for harassment and litigation expenses, the Commission has highlighted the principle that emotional distress and mental agony, when occasioned by the indifference or failure of service providers, are actionable wrongs within the consumer jurisprudence Commission upheld the consumer's right to adequate compensation for mishandled luggage and loss of valuables during international air travel, beyond the minimal standards set by international conventions (like the Montreal Convention and IATA rules).China Eastern Airlines had argued that the complainant did not submit bills for the lost the commission emphasized the evidentiary value of the Property Irregularity Report (PIR), signed by both parties, and photographic evidence, making it clear that documentary purchase proof is not always essential if prima facie evidence of loss the airline relied on Montreal Convention rules (20 USD per kg) and DGCA norms, the Commission clarified that these do not override a consumer's right to seek full redress under Indian law if there's proven negligence or deficiency in ruling sends a strong message to airlines to, handle passenger baggage responsibly, set up efficient grievance redressal mechanisms, and acknowledge consumer rights beyond technical formalities or international caps.
Business Standard
27-06-2025
- Business Standard
Samsonite and BOSS Reunite for Second Capsule Drop Featuring Striking Silver Aluminium Luggage
VMPL Mumbai (Maharashtra) [India], June 27: Following the success of their initial collaboration in late 2023, global travel leader Samsonite and fashion powerhouse BOSS are proud to unveil the second drop of their co-created capsule luggage collection. This time, the iconic design returns in a bold new silver aluminium edition, blending sleek aesthetics with premium functionality. Building on the momentum of their first launch, a black aluminium suitcase that redefined luxury travel, the new edition introduces a captivating update to the design, while retaining the signature elegance and durability that define the BOSS | Samsonite partnership. To mark the launch, the two brands are introducing a fresh campaign titled "Next Destination", which sets the scene against the backdrop of train travel. The narrative unfolds through an intriguing moment on a train platform, where two strangers share a silent, yet powerful connection, bonded by their refined sense of style and mastery of modern travel. Their shared companion: the effortlessly chic BOSS | Samsonite silver luggage. This latest collection champions timeless design, refined craftsmanship, and the art of effortless travel. Crafted from premium anodised aluminium, each suitcase features BOSS's signature tone-on-tone monogram pattern and a pristine, long-lasting finish. Inside, travellers will find a soft-textured lining in the iconic BOSS camel hue, along with thoughtfully designed spacious compartments and adjustable packing straps for optimal organisation. The tailored aesthetic continues with co-branded leather handles, showcasing a seamless blend of form and function. The silver edition is available in four sizes: a cabin bag, two check-in cases and a larger trunk model. This exclusive release will be available in limited quantities across select BOSS I Samsonite retail locations, as well as on and at prices ranging from INR 51,500 onwards. A 3D/AR experience of the Trunk model is also available via QR code, offering a closer look at the product's design and features: About Samsonite: Founded in 1910, Samsonite is the world's leading luggage brand with an extensive legacy in trendsetting travel solutions. Renowned for breakthrough research and its commitment to innovation and sustainability, Samsonite has excelled since its inception in a number of industry firsts and offers an extensive range of travel, business, kids, casual and personal accessory products. Samsonite helps travellers to journey further, with ever-lighter and stronger products. About BOSS and HUGO BOSS: BOSS is made for bold, self-determined individuals who live life on their own terms, with passion, style, and purpose. Collections offer dynamic, modern designs for those that embrace who they are fully and unapologetically: as their own BOSS. The brand's heritage tailoring, performance suiting, casualwear, denim, athleisure, and accessories cater to the style needs of the discerning consumer. Licensed fragrances, eyewear, watches, and kidswear complete the brand. The world of BOSS can be experienced in around 500 own stores worldwide. BOSS is the core brand of HUGO BOSS, one of the leading companies positioned in the premium segment of the global apparel market. The group offers collections in 129 countries at more than 8,000 points of sale and online in 74 countries via With more than 18,500 employees worldwide, the company, based in Metzingen (Germany), posted sales of EUR 4.3 billion in the fiscal year 2024.
Mint
09-06-2025
- Mint
Samsonite backs India's premium shift, resists e-commerce discount battles
Mumbai: India's booming travel market has ignited a fierce luggage war, pitting established brands against aggressive direct-to-consumer (D2C) newcomers and budget-focused e-commerce platforms. Amidst this intense competition, Samsonite, the global travel gear giant, is leveraging its premium positioning, overhauling its brand strategy and doubling down on its India-specific playbook. In this interview, Anushree Tainwala, vice-president—marketing, Samsonite South Asia, breaks down the company's multi-brand strategy, its refusal to join the discount race, and why a 'tested like Samsonite' pitch is resonating more than flashy advertising. Edited excerpts: Samsonite has a global supply chain. What's India's role in the overall mix? We manufacture in China, Vietnam, Thailand, Myanmar and Europe—but India is a core hub. Samsonite has just three owned factories globally: two in Europe and one in Nashik. Our Indian factory alone produces over 5 lakh pieces monthly, serving both domestic and global subsidiaries. Hard luggage is largely made in-house; soft luggage leverages vendor networks. But everything is engineered and designed internally—no off-the-shelf trading. Also read: Monsoon & Musings: India's ad brains ponder Goafest's future Post-Covid, your India portfolio looks more layered, premium, but also broader. Is it intentional? The brand's positioning hasn't changed—we've always been premium. But what's changed is the Indian consumer. People now buy high-end products here instead of picking them up abroad. While our entry pricing stays at ₹10,000, we now offer ₹30,000– ₹40,000 collections, too. And it's not just metros; demand is strong from Indore, Bhopal and Jaipur. Consumers are seeking both functionality and status. After the post-pandemic boom, has travel demand stabilized? It has normalized, yes, but on a higher base. There's a structural shift, more frequent short breaks, and blended business-leisure trips. New D2C brands are adding momentum, even if their scale remains modest. Mokobara often gets mentioned in the same breath now. They've built awareness and helped grow the category, especially among younger audiences. But long-term performance still matters. Globally, we've seen similar brands rise fast and plateau. We're not chasing acquisitions in India. We already have a strong multi-brand play. Also read: Third time's the charm for this startup looking to ride India's gaming frenzy How is that portfolio segmented? Three main brands—Samsonite, American Tourister (AT), Kamiliant. Each has a clear role. Samsonite is for the engineering-obsessed frequent flyer. American Tourister is energetic, colourful and more mass-premium. Kamiliant targets value-conscious first-time buyers. Then there's Tumi, managed by Reliance Brands. We've built Kamiliant to stand on its own now; earlier, it was 'Kamiliant by AT", but that tie is gradually fading. Your campaign for Samsonite 'Tested Like Samsonite' felt like a shift. That campaign was rooted in consumer research. Loyalists told us they loved our deep product engineering. Things like 32-part wheels and drop-test sensors. So we leaned in. We showed boxer Mary Kom smashing bags, an F1 driver towing one and Amitabh Raj's story of resilience. Instead of glamour, we focused on trust and testing. For AT, we created a music video with Siddhant Chaturvedi. Kamiliant, meanwhile, took the comic route—Ganji Chudail and Komolika-style content. Each brand has its own creative lane. With so many campaigns, how do you assess RoI? Celebrities bring reach; influencers build authenticity. We measure not just conversions, but engagement and long-term equity. Ganji Chudail's Kamiliant video, for example, got over a lakh shares—organic reach like that is gold. What's your marketing spend as a percentage of sales? Around 6–7% of topline. What role does quick commerce play now? We're live on Q-commerce with AT and Kamiliant. There are logistical hurdles, delivering luggage on a two-wheeler isn't easy, but we see use cases like urgent last-minute orders. It's still early days. But you also hinted at pulling back on e-commerce. E-commerce has become a bidding war. It's less about brand discovery and more about algorithmic placement. We've chosen to focus on sustainable growth and profitability. We're present online but don't overinvest in chasing ranks. What about sustainability? Every bag we sell now has a lining made from recycled PET bottles. Globally, we follow strict green norms, even if we don't actively market it in India yet. Indian consumers aren't demanding it yet, but the shift will come. Gen Alpha may grow up with it as a default expectation. Also read: From milk delivery to FMCG - Chitale Bandhu now seeks to make a mark with snacks What's the current retail footprint? Over 15,000–20,000 touchpoints. Samsonite is sold mostly through company stores; AT is franchise-driven; Kamiliant is via multi-brand retail and e-commerce. We have deep reach across all districts. How big is India in Samsonite's global mix? Among the top markets, and one of the fastest-growing. Our R&D centre is in Nashik. The factory there just expanded, now up to 7 lakh units per month. We've invested millions over two phases already. India is not just large, it's strategic. Are exports growing too? We export to Europe, Australia, the Middle East, Africa, and parts of Asia. Not to the US yet. But with shifting global tariffs, that may change. You've been busy with collaborations lately. Yes—across all brands. With Masaba, Manish Malhotra, Netflix (Stranger Things, Squid Game), Hugo Boss, Laura Ashley and Smurfs. Collaborations help us reach niche audiences, spark buzz, and keep the brands culturally relevant.
