Damagedluggage.com Reviews 1,061

This is an update to my review posted on 24th March, 3 days ago.
As predicted, this company is still refusing to pay me compensation for my damaged case, following a TUI flight. They have not carried out any checks to see if I reported this within the 7 day timeframe, and are trying to insinuate that I have falsified documents in making my claim. This is the worst 'customer service' that I have ever encountered. I will be taking the details to the Civil Aviation Authority to get a resolution to this shocking situation.

I am in the process of dealing with this company that I don't know , my claim is and will be with Easyjet, they're contractor damaged my luggage therefore they are the only people responsible. In 2025 Easyjet made a PROFIT of £1.1 BILLION pounds yet they let these cowboys treat customers like dirt. I wonder if they get bonuses for saving Easyjet money.
I read recently that a BAILIFF boarded a RYANAIR flight as they owed a passenger money and wouldn't pay, I can see this happening to Easyjet

My damaged luggage claim GLABY12380 was collected by DHL on the 30th Jan. Shipping ref 60120231703303.
Using the DHL app it is telling me on the 3rd Feb it was delayed. I cannot obtain any further information from DHL as “damaged luggage” are the account holder. I have tried to contact them by email,webchat and telephone but zero response. I’ve even tried going back to head of services at Swissport Glasgow airport but they tell me once they hand over the claim to “Damaged Luggage” there is nothing they can do.
It is now over 4weeks that my expensive Samsonite case has been returned and no correspondence from Damaged Luggage. I am now seeking advice on how to escalate this appalling situation.

We reported our bag damaged following a TUi flight. The response was prompt which gave me some confidence however when the replacement bag arrived i could not be more disappointed. Its awful absolute cheap quality and not fit for purpose.
I contacted the company to ask for a more suitable bag or money towards us buying one but they said in their opinion the replacement bagwas acceptable and that the case is now closed.
The bag we received goes nowhere near to an acceptable replacement and will be going straight in the bin along with the damaged one.
Complete waste of time.

After posting this review I was contacted and requested to send the unsuitable bag back and offered a refund of 50% of the original bag price.
This is better than nothing and way better than the replacement bag I was sent.

Made a claim for two suitcases on Friday, acknowledged straight away. I had not reported the damage at the airport as most of it was internal. I placed my claim right on the 7 day deadline as I had not heard of this company before and was made aware by my travel agent. More information requested on Monday, claim approved on Tuesday, new suitcases delivered by Royal Mail Thursday. 6 days from claim to delivery. Couldn't have asked for better or faster service.

A very patient and helpful service. I think these guys have a difficult job and do it really well. I found the staff responsive and supportive. Recommended.

I made a claim the beginning of September which was accepted. I haven't heard anything even though I informed them that I was going on holiday in October and would need my suitcase.
I don't have a reference number. I thought I had saved it but I can't locate the initial email I was sent following the claim.

If give zero stars if I could , I noticed the wheel smashed of my almost new suitcase immediately so whent to the desk, they just told me to claim on line ( no ref no given) got home and checked on line but couldn't do anything as I didn't have a ref no,
Rang them up a couple of days later and told I didn't need a ref no, submitted a claim on line with pics and then told my claim was refused as not within 7 days, I have a reply from them the day after I returned from holiday, so as far as I'm concerned my claim had started, at no time did anyone tell me it had to be done within 7 days how convenient, this company is a joke as we see by all the 1 star reviews

Faultless service handling my claim for broken wheel on my suitcase on retuning from Gran Canaria into East Midlands Airport. Reported to the agent at the airport in the baggage hall and online claim form filled in on Sunday made to damagedluggage.com the same day when got home. E-mail on Monday advising the claim had been accepted and replacement suitcase arrived on Wednesday.

My claim has been going on for 5 MONTHS and still hasn’t been resolved!! The response time is ridiculous yet I have been patient with them until now, I was told I was getting a replacement suitcase sent to me months ago but it’s been ‘out of stock’ ever since. I have said financial compensation would be fine so I can buy myself a new suitcase or can they send me a different suitcase of the same size but I have been told no with no reason given. I now have a long haul trip coming up in a matter of weeks and no luggage. I have never experienced such poor customer service.

Update- it has now been resolved I have received my new suitcase. I just wish this could’ve happened sooner!

Absolute retards, delayed my claim for weeks, then decided to send me the case instead of refund.
I told them the size even sent photos etc but the retards send me the wrong size.
Then when I complained and asked the, to compe me for time wasting and abysmal service they refused. Taking legal action as the idiots just can’t answer a simple question about their correspondence address for legal action. Took to aviation ADR but they are pretty useless too.
It’s with aviation arr but I’m taking legal action supply your correspondence address
You did the damage YOU Must pay

Claim DL267359. Lodged claim on 6/11/25 after suitcase broken into by baggage handlers at Punta Cana airport. Now, 56 days later, no replacement suitcase, and latest update from Damagedluggage is that the claim has been resolved!
Communication with this company is a joke. Left voicemails, but no response, and replies from the portal have all the hallmarks of a bot response.

It has been 2 months since my flight where my case was damaged. I have uploaded images of my damaged case for the third time now and appear to be getting no where.
The customer service is awful.

Terrible , by the time they replied they stated I was over the deadline . The person Sam will not listen to anything you say and just repeats that it has to be within seven days . If I had left it o would think fair enough . It was within the timescale . I am so utterly annoyed and angry as I am out of pocket for the damage they caused

Thank you to damagedluggage.com.
I recently had cause to report a damaged suitcase to my airline. On that same day I forwarded a copy of the report to damagedluggage com. That same day, I received a positive response and a few days later a replacement case. What a super service.

Almost one month since starting my claim I have still had no updates. Despite leaving a message asking for updates. From the reviews here I find it hard to believe that this will be resolved at all. Shocking that a company with such reviews can be in existence.

Well 24 hours after posting this I get a notification of action and apparently action. So I guess we'll see if they just need a nudge to start doing something orrrrrrr if they're just full of it.

Apparently my replacement case is awaiting dispatch, instantly. So I'm sceptical.

Other people have said that they have been waiting for dispatch for a fair old while. So maybe they're hoping I'll accept that step and go quiet. But I have way too much free time for that.

Advice to anyone waiting patiently, leave a review and say your piece. It seems to at least look like it puts them into action.

I'll let you all know how it goes.

Well I have a delivery. Which is great. But the case is the wrong size. What do I do from here?

The customer service side of the business doesn't exist, turns out I have chosen the wrong size case, you would think a simple return and reorder but no. Simple response is " you picked it, your fault". So they will not do anything thing. Obviously not a company that anyone picks by choice to use but shocking that airlines will use such a company to "fix" and issue caused by airlines worldwide. Again, should not exist. Good luck everyone. Check details THOROUGHLY before you finalise your claim

On returning to Birmingham Airport UK, to see that one of my Ri suitcasses was damaged on top corner, making indentation the size of tennis ball. Before it was unmarked no damage and is a hardwearing case, now its fit for the dustbin.
1. Before leaving airport I reported it to baggage-claim at birmingham airport. The Guy at desk refused to give us a PIR form No.
2. Reported my Compliant.
3. Reported my non-issue of PIR claim number to damagedluggage.com live-chat. Said to fill in form saying you had not reported it at airport (when we had).
4. Fill out form twice on-line with pictures and baggage id number. Each time shown as error so you can't submit it.
5. Fill out form again after 1830 with pictures and baggage id number. This time it was accepted, stating in reply "Looks like the damage is not repairable" giving you three options of some cheaper suitcasses to choice from. Replacement Accepted
6. Next 2 days later you get a status update stating your suitcase is ok to use in its current damaged condition and "damagedluggage.com" will not be repairing or replacing your suitcase damaged at "Birmingham Airport".
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I have since receiving msg from them rejecting my claim, sent another letter to them think maybe they have changed their minds. Will belive this when postman comes with it......says they will send tracking number .
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I have now received a brand new suitcase as replacement for one damaged on flight to BHX.
12 days after my return.
Updated star rating from 1 star to three stars.

Absolutely useless. My suitcase was completely destroyed on my holiday to Prague from the UK. Not only did they not seek to help while I was there so I could get a replacement suitcase so I could bring my stuff back home, they also refused to cover the cost of the replacement I had to buy myself.

All they're willing to do is offer a partial refund for the original suitcase. What an absolute joke. They get to destroy my suitcase and I have to be out of pocket in order to get my stuff back to the UK

I would give no stars if I could
TUI used to be good but like all company’s it’s not till something goes wrong do you see the lack of customer service
Like others I had it reported at the airport got the forms took photos and videos had to but another suitcase in holiday as the whole zip and lock had been ripped off so unable to use spoke to rep on holiday useless and uninterested as I was not booking a tour found information on line have been waiting since September to get a answer and they have offered me half the price of my suitcase 37.50 so I am now trying to get a manager and you can’t it’s pointless I’ve used TUI for over 30 years a lot of money there way but no more I will now be going else where for 75.00 this could of been a happy resolution but they are hopeless good luck to other people trying x

Sad, What a bunch of incompetent people, even third world countries nowadays are efficient in services let alone a country called United Kingdom.
Ref: DL256951, made a claim on 09/09/2025 for my damaged suitcase, and got an update on the 22/09/2025 that says” Claim status, your claim is being reviewed, we will be in touch when we have an update for you”. and today is 10/10/2025 yet nothing, all that I need is my suitcase replacement to enable me to travel,and what is the big deal here?.