Damage happens somewhere between the check in belt and the carousel, and the airline is normally responsible for it while the bag is in their care. What kills most claims is timing: many travellers notice the crack at the hotel, then report it three days later.
Report it at the airport if you possibly can, and take photos before you leave the baggage hall.
What is usually covered and what is not
Structural damage, broken wheels and handles, torn fabric, and damage to contents are generally covered. Normal wear, minor scuffs, over packing damage and fragile items packed without protection are often excluded.
Some carriers repair rather than replace, and offer a like for like bag if repair is not possible. Depreciation may be applied to older suitcases.
Step by step
Step 1: Photograph everything at the carousel
Take wide shots of the whole bag, close ups of the damage, and a photo of the baggage tag still attached. If contents are affected, photograph them inside the bag before unpacking. Metadata on those photos shows the time and place, which is useful.
Step 2: Report at the baggage desk in the arrivals hall
Ask for a damage report and keep the copy. If the desk is closed, look for the handling agent's contact details posted nearby and report the same day by email with the photos attached, referencing your flight and tag number.
Step 3: Keep the bag as it is
Do not repair it yourself before the airline has seen it or approved the repair. Some carriers ask you to bring the bag to an approved repairer, others send a courier. Throwing the suitcase away ends the claim.
Step 4: Submit the written claim
Attach the report reference, boarding pass, tag stub, photos and, for contents, proof of purchase where you have it. Deadlines are short, commonly around seven days for damage, so send the claim even while you are still collecting documents.
