Airlines Must Compensate Passengers for Luggage Damage, Says USDOT
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December 02, 2015

Following an investigation of more than 15 airports across the US, the US Department of Transportation (USDOT) issued a notice reminding airlines that they are required to compensate passengers for luggage damage.

Federal law requires that airlines must pay for damage to wheels, straps, zippers, handles, and other protruding parts of checked baggage beyond normal wear and tear. Airlines are also obligated to accept all reports of mishandled baggage even if an airline's agent believes the airline isn't liable.

The notice is a result of recent airport inspections that uncovered the fact that certain airlines routinely exclude liability for damage to specific parts of checked baggage.

The Department's Office of Aviation Enforcement and Proceedings discovered that certain airlines may be refusing to accept reports of such damage when it inspected US and foreign airlines at 16 airports nationwide in a two week period in September 2015.

The notice warns airlines to immediately review and revise their baggage policies to ensure compliance with the law. The Aviation Enforcement Office intends to take enforcement action against airlines that are not in compliance by January 9, 2016.

The nationwide inspections conducted in September ensure that frontline customer-facing airline employees, not just managers and executives, understand how the law requires airline agents to treat air travelers. The inspections have been helpful in determining whether airlines are treating consumers fairly and providing them the services to which they are entitled under the law.

The Aviation Enforcement Office is investigating a number of carriers based on information obtained during the airport inspections for potential violations of the Department's consumer protection and civil rights requirements. Any enforcement action that results from these investigations will become public.