Hawaiian Airlines luggage scandal: What to do if your bag gets damaged during flight

A Hawaiian Airlines employee has been caught on camera carelessly tossing passengers’ baggage off a plane at Honolulu Airport.

An Australian reporter posted footage on Twitter of the baggage handler recklessly throwing travellers baggage down a chute as the plane was unloaded.

Staff at Honolulu Airport tweeted: “Aloha Vanessa, we’re very sorry to see this and appreciate you bringing it to our attention.

“The way these bags were handled is not acceptable and our Airport Operations Management team is addressing this situation. Thank you.”

This isn’t the first time a passenger’s precious cargo has been witnessed being mishandled. But what do you do when it’s your baggage in the firing line?

If your luggage is lost, stolen, damaged or delayed, you must report it upon arrival at the airport. Most airlines have a dedicated baggage desk within the baggage claims area where you can lodge your report.

You should receive a Property Irregularity Report (also known as a PIR). If this is not offered, you are entitled to request one, although it may not always be an option if you’re attending an unstaffed desk in a smaller airport, for example. You can still make a claim without this, however.

If you are claiming for a lost, stolen, damaged or delayed bag when you have been on two or more airlines during one journey, you can claim from any of the airlines. As it would usually be the final airline that would handle the claim, they’re a good starting point.

You will need to submit a written claim to the airline within seven days for lost, stolen or damaged baggage. You will need to demonstrate that your bag and its contents were worth the amount you are claiming by using receipts, credit card records or any other proof of value – an excellent incentive to hang on to your receipts, particularly for valuable items.

If your bag has been delayed, you have 21 days to submit your written claim to the airline from receiving the delayed bag.

In your letter, state that you’re “claiming compensation under the Montreal Convention” and include the following information:

Airlines do not allow “new for old” replacement when considering the value of your claim; rather, they will look at the value of the item based on its age when lost. Neither will they compensate for any stress, inconvenience or missed connections you may have experienced as a consequence of your lost, stolen, delayed or damaged luggage.

Being in possession of a PIR is not a guarantee that the airline will accept your claim. In the event they do accept your claim, they may pay for your baggage to be repaired or provide replacement luggage.

Most airlines will reimburse you for the bare essentials you might need, such as toiletries, underwear and laundry costs. Make sure that you keep all receipts for any items purchased. If your bag is delayed on your return home, airlines may consider that your losses were less as you had clothes and other essentials available to you.

If you have to collect delayed luggage yourself, you may be able to get the airline to pay for transport costs.

According to the Civil Aviation Authority (CAA), airlines are liable to pick up the bill when hold luggage is lost, delayed or damaged. There is no existing guidance or rules which determine the amount of compensation passengers are entitled to; however, the value of what you have lost is most likely to influence the amount you are eligible to receive. The maximum value of compensation is around £1,000, although the CAA states that it would be “very rare” to receive this much.

In reality, airlines may not pay out the true cost of what a lost, stolen, damaged or delayed bag has cost you. As a result, it’s always worth getting adequate travel insurance, which may offer a higher level of cover. Make sure you check your insurer’s excess charge and small print, as some policies provide minimal or no cover for luggage while in the care of an airline.

Take a picture of your baggage on your mobile phone in the event it becomes lost or damaged, as you’ll need to give an accurate description.

Label your luggage. It’s also a good idea to include your name, address and email address on the inside of your baggage in the event the tags on the outside are lost.

Hang on to receipts for valuable items in the event you need to show proof of purchase.

Make sure you have comprehensive travel insurance.