TRANSPORT DAMAGE

Damage caused during transport, such as cracks, dents, broken handles, or damaged wheels that occur while your luggage is in transit, is not covered under the Samsonite warranty, as it is considered damage caused by an airline or other third-party transport carrier.
If your suitcase has been damaged during your journey, it is important to report the damage as soon as possible. In this section, you will find guidance on the steps to take after discovering transport-related damage and how to submit a claim with the airline or transport company.
Acting promptly can significantly improve the likelihood of a successful compensation or repair claim.
WHAT DO I DO IF MY SUITCASE WAS DAMAGED DURING A FLIGHT?

If your Samsonite suitcase was damaged while travelling by air, we recommend taking the following steps as soon as possible.

1. Take photos of the damage

  • Take clear photographs of your suitcase and the damaged area. These images will help support your claim with the airline.

2. Report the damage immediately

  • Report the damage to the airline as soon as you arrive, ideally at the baggage claim or lost luggage service desk before leaving the airport. Most airlines have a damaged baggage claim process and are responsible for handling compensation, repair, or replacement requests for damage that occurs during transit.

3. Contact Samsonite

  • For assistance with your suitcase, contact our authorised repair centre located in our Airport Store or email customercare@vfgroup.mt.

If your suitcase can be repaired, we can provide a repair quotation that may be submitted as part of your airline claim. If the suitcase is beyond repair, we can provide supporting documentation to assist with your claim. While airlines are generally responsible for damage that occurs during transport, Samsonite is happy to assist you throughout the process and help restore your luggage whenever possible.
WHAT SHOULD I DO IF MY SUITCASES WAS DAMAGED BY ANOTHER CARRIER?

If your Samsonite suitcase was damaged while in the hands of another carrier, such as a bus company or train operator, you can usually file a damage claim with them in a similar way as with an airline. Check their baggage or customer service policy and report the damage as soon as possible, ideally with photos and your travel documents.


Contact Samsonite by reaching out to a service centre. If your product is repairable, we can provide a repair quote that you can include in your transport claim. If your product is not repairable, we can provide documentation to help you complete your claim.

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