Step 1: Report the damage at the airport

Before leaving the airport, go to the airline’s baggage desk (Lost & Found / Baggage Services) and request an official Baggage Damage Report. Many airlines will not open a claim if the report is not created on the same day.

Step 2: Document everything

Take clear photos (and a short video if possible) of the damage from multiple angles, including the wheel/handle/corners/zipper, and one photo of the full suitcase.

Step 3: Keep the travel documents

Save your boarding pass, baggage tag, booking confirmation, and the airline’s damage report number. These are often required to complete the claim.

Step 4: Contact Camel Mountain

Send us the documents and photos, and we’ll advise you on the next steps and provide supporting paperwork when needed.

Airlines sometimes ask for brand documentation to process compensation. Depending on the case, we can provide:

• Purchase confirmation / invoice (when applicable)
• Product details (model information and general specifications)
• Damage assessment guidance based on the evidence you provide
• “Beyond repair” confirmation letter when an airline specifically requests it and the suitcase is confirmed as not repairable (this may require an inspection, depending on the type of damage)

Please note: compensation decisions are made by the airline and handled under their claim process and timelines. We’ll support you with the documentation and clarity needed to move the claim forward.

• Report immediately: Claims are often rejected if the damage wasn’t reported at the airport.
• Do not discard the suitcase: The airline may request an inspection.
• Common airline-handling damage: wheels, corner impacts, cracked shells, bent telescopic handles, zipper tearing from heavy pressure.
• Repair vs. replacement: Some airlines request a repair quote; others require proof that the item is beyond repair.

If the damage occurred due to airline handling, the claim is generally processed with the airline. If you want us to assess whether the suitcase can be repaired, we can guide you to the appropriate service option. In cases where a letter confirming the suitcase is not repairable is required, we may request additional photos or an inspection to confirm the condition.

• Airline baggage damage report (or claim reference number)
• Flight number + travel date
• Photos/videos of the damage (close-up + full suitcase)
• Order number or proof of purchase (if available)
• Your full name + phone number

Once we receive the details, we’ll respond with the recommended next step and any documentation the airline may require.

Contact our support team and include “Airline Damage Report” in the subject line so we can prioritize your request.

We’ll do our best to make the process simple, clear, and fast.