There are a lot of travelers there who refuse to check their luggage.
However, I do this often – especially when I need enough gear for a long journey, like I have done during my last three months of travel in Europe. And, because many European airlines have less carry-on restrictions, I don’t want to take risks.
After five days of happiness in Porto, Portugal, I arrived in Prague on a three-hour EasyJet flight, only to realize that my bag had a big dent in the top corner upon arrival.
Naturally, I was angry, but I kept things in perspective and focused on what I could do to change the bag and get some compensation.
These are four steps I went through.
Airline compensation: Rejection
One of my least favorite things is queuing up at the airport, especially after landing, whether it’s immigration, luggage or car rides. So I skipped talking to my luggage agent in person.
Thankfully, EasyJet has an online process for filing claims for damaged, delayed or lost luggage.
You must submit within 7 days of flight and the carrier strongly recommends taking damaged photos before leaving the airport because “photos taken later may not be accepted”. When I arrived at the hotel 30 minutes later, I took some photos and filed a claim the next day.
The online form hosted by LAWAGEDLUGGAGE.COM, damaged by a third-party provider, takes less than 10 minutes to complete.
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I uploaded:
- My flight details and booking reference number
- My personal information
- My hotel address
- Damaged descriptions and photos
- Copy of purchase receipt
I received an automatic email with a claim reference number. Then, 10 days later, a letter denied “based on the reason for cosmetic damage, because it does not damage its capacity and all features remain in full working condition… although unfortunately, it does not affect the functionality”.
Technically, this is correct, the letter is written very well and seems to come from a real person.
If I don’t get protected with a credit card, I’ll postpone and appeal. But there is an easier way to compensate.
Purchase protection: unqualified
My first instinct is to protect benefits requirements through my purchase American Express® Gold CardI use it to buy bags.
However, I purchased the package in April 2023 and this proceeds cover only losses, theft or losses within 90 days of purchase. So, I’m unfortunate.
Travel Insurance Policy: Not Worth
Every year when I return to Australia I originally came from, I buy a travel insurance policy for 12 months a year. (These tend to be cheaper and more generous than U.S. policies.)
While my coverage covers baggage losses, it comes with a deduction of AUD 200 ($130). Given that the bag costs me only $196, it is not worth the claim.
Chase’s reimbursement: Success
Because I used it Chase SapphireReserve® (See Rates and Fees) To book my flight, the card’s travel protection is activated.
This benefit will also apply if I pay for the flight with points and pay taxes and fees with my card.
Under its “lost luggage reimbursement” benefit, Sapphire Reserve compensation is up to $3,000 in losses, which is much higher than the replacement cost of my bags of $196.
To meet the criteria, I have to notify Chase within 20 days of the incident. I submitted:
- My trip itinerary
- Prove that I use sapphire reserves to pay for flights
- EasyJet’s Rejection Letter
- Purchase receipt for the package
I filed a claim online through Chase’s Kabenefits portal, which is now managed by Assurant. Chase used EclaimSline before, known for its poor customer service; by contrast, I found the process of Assurant to be fast and transparent.
The form took less than five minutes to complete. I received a letter of rejection from EasyJet on the same day.
Nine days later, I received an approval email asking for my bank details. The next day, the $196 reimbursement landed in my account. I was expecting to get a partial payment because technically the proceeds cover only the depreciation value of the item, so receiving the full amount was a pleasant surprise.
Bottom line
While I wasn’t excited about my luggage damage, I was lucky enough to layer the protections so that the reimbursement process is relatively painless.
My tips for preparing for similar situations are:
- Keep the receipt.
- Avoid checking the bags where possible.
- Check for damage before leaving your baggage claim.
- Take any damaged photos.
- Submit a claim to the airline.
- If applicable, please file a purchase protection claim within 90 days of purchase.
- Purchase your flight with a travel reward card with luggage protection.
This reminds you that the allowances your credit card provides are more than just marketing fluff. When something goes wrong, they can really pay off as long as you are willing to put in some work.
To learn more, read our full review of Chase Sapphire Reserve.
Related: Which credit cards cover luggage delays?
