Upon arrival from my flight, I immediately discovered that my checked luggage had been severely damaged. One of the wheels was completely broken off, rendering the suitcase unusable. This is not a cosmetic issue or “minor imperfection”—the luggage can no longer function as designed and must now be carried.
I documented the damage with photos at the airport and attempted to report it in person at the baggage service desk. Instead of providing assistance, I was dismissively directed to scan a QR code and file a claim online.
I followed those instructions and submitted a claim with photo evidence clearly showing the missing wheel. Despite this, American Airlines denied my claim, inaccurately categorizing the damage as “minor imperfections and scratches.” This response demonstrates either a failure to review the submitted evidence or a deliberate attempt to avoid responsibility.
Additionally, after denying my claim, I was told I could return to the airport to present the same damaged luggage I had already attempted to show before leaving. This is unreasonable, inconvenient, and indicative of poor customer service and a flawed claims process.
My luggage was brand new and I was only able to use it once. It is now effectively unusable. A generic apology does not resolve the financial loss or the inconvenience caused.
American Airlines has failed to:
* Properly assess documented damage
* Provide a fair and accurate claims review
* Offer a reasonable resolution
I’ll consider other airlines for future travel, and if I do fly with American Airlines, it will only be for short trips since I won’t be checking any luggage with them again.
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