If you discover that your checked baggage has been damaged during your flight, report it immediately at the airport and file a damaged baggage report.
Report damaged baggage
If your baggage was damaged during your flight, you must report it directly to the baggage service at the airport. Baggage service will examine the damage and create a damage report, known as a PIR, which documents that the baggage is damaged. You can choose to have a copy of the report sent to you by email or printed as a hard copy. Please keep this report so you can claim compensation from us afterwards.
If the baggage service desk is closed or unattended when you arrive, please take photos of the damage on site and your bag tags for your claim. Please note that you might need to return to the airport to file a damage report within 7 days of your arrival.
SAS is not liable for any preexisting damage, including minor tears, scratches or broken zippers due to overpacking or wear and tear resulting from ordinary handling of the baggage.
Should you notice that your baggage has been damaged only once you’ve left the airport and arrived at your final destination, you may need to return to the airport within 7 days to file a damaged bag report (PIR). In some special circumstances, you may be able to file a damaged bag report without going to the airport (click on travel.flysas.com/travel/bags and choose Report damaged baggage and then Find airport to call the airport for help).
Compensation for damaged baggage
Repair or replace bag
If you're a resident of Scandinavia and your baggage was damaged during your flight, you can have it repaired or exchanged via Samsonite Bag Support. You’ll need to register your damaged bag no later than 7 days after you receive the bag. Please note that you must first have filed a damaged baggage report (PIR) at the airport.
If your bag cannot be repaired or replaced
You can apply for compensation if:
Samsonite Bag Support has assessed that the bag can't be repaired or replaced
You reside outside of Scandinavia
For more information on SAS’ liability in the case of damage, please read our Conditions of Carriage article 17.2