How do I complain when an airline breaks my luggage?

Question

Airline is Continental - I didn't notice until I was home & unpacking. I've got really good hard-sided Samsonite luggage and have used it lots. Southwest scuffed it, I wasn't worried, but Continental CRACKED it.

What do I do?

Answer 1

Baggage Liability

Prior approval must be obtained through the Baggage Resolution Center (800.335.2247) in order for any expenses to be reimbursed.

For travel entirely within the U.S. before Feb. 28, 2007, Continental's liability for any form of damage as a result of loss, damage or delay in delivery of a customer's personal property shall be limited to the fair market value at the time of loss, damage or delay and will not exceed $2,800.00 per customer, except for wheelchairs and other assistive devices.

For travel entirely within the U.S. on or after Feb. 28, 2007, Continental's liability for any form of damage as a result of loss, damage or delay in delivery of a customer's personal property shall be limited to the fair market value at the time of loss, damage or delay and will not exceed $3,000.00 per customer, except for wheelchairs and other assistive devices.

For most international travel to which the Warsaw Convention applies (including domestic portions of international travel), Continental's liability is approximately $9.07 per pound up to $640.00 maximum per bag for checked baggage and $400.00 per customer for unchecked baggage.

For most international travel to which the Montreal Convention applies (including domestic portions of international travel), Continental's liability is approximately $1,375.00 maximum per customer for checked and unchecked baggage.

When checking baggage for a flight, a customer may declare a higher value than the maximum limit of liability. See Excess Valuation for additional details.

Continental shall not be liable for loss, damage or delay in delivery of high value, fragile or perishable items. In addition, declaration of higher value does not apply to these items. See Fragile and Perishable Items for detailed listings of excluded items.

In the course of normal handling, your baggage may show evidence of use. Continental is not liable for for conditions that result from normal wear and tear such as minor cuts, scratches, scuffs, dents and soil. Continental is also not responsible for the following:

* Damage to wheels, feet, extending handles, over-packed bags and items of a fragile or perishable nature
* Loss of external locks, pull straps or security straps
* Manufacturer's defects