Before this, I had never experienced having my checked-in luggage damaged. That changed after my recent trip to Kuching, Sarawak.
The luggage I always use whenever I travel was cracked, and one of the wheels had completely come off. I’ve had this luggage since 2016, so it has been with me on quite a number of trips. It has travelled quite far with me, but I never expected it to end up getting damaged in Malaysia.
At first, I didn’t even know that I could make a complaint and claim for baggage damage. Since I had never experienced anything like this before, I was honestly quite frustrated.
After collecting my luggage, I went straight to the hotel, and it completely ruined my mood that day. Then, that night, some of my Instagram followers told me that I could actually make a claim for the damaged luggage.
Thankfully, the process was actually very easy. I just had to fill in a form.
Since I’ve now been through the process myself, I thought I’d share what you can do if you ever find yourself in the same situation.
✅ Make a Complaint at the Counter
After collecting your luggage from the baggage claim carousel, make sure you check it properly. If you notice any damage, look for the “Baggage Enquiries” counter.
The counter is usually located around the baggage claim area in the arrival hall.
In my case, I had already left the airport, so I went back the following day. I entered the arrival hall again and went to the Malaysia Airlines baggage enquiries counter.
The staff asked for my boarding pass and identification card, then gave me a form to fill in.
I was told that the claim payment would be credited within 14 working days, but I was actually surprised when the money came in much earlier. I received it within 8 hours after making the complaint.
The amount wasn’t much, though. I received RM80.00, which was way lower than the actual price of my luggage. Still, RM80 is better than nothing, and I could put it towards buying a new suitcase.
✅ Make a Complaint Online
If you don’t want to go back to the airport, you can make your complaint online through the MH Self Service Portal.
- Once you’re on the page, click “Mishandled Baggage”.
- Then, click “Self-Service Baggage Reporting Portal” and select “Create A Damaged Baggage”.
- Before proceeding with the complaint, make sure you already have your boarding pass details and photos of the damaged luggage ready.
- Finally, complete your complaint details by clicking “Add flight details”.
One thing to keep in mind is that the online process can take some time. I initially emailed Malaysia Airlines and submitted an online complaint about my damaged luggage, but I didn’t receive an immediate response. They eventually called me a couple of days later.
Because of that, I personally strongly suggest going straight to the counter if you’re already at the airport or can easily get there. It’s much more straightforward because you can speak to the staff directly, submit the form and get the process started immediately.
If you’ve already left the airport and can’t easily go back, the online option is still there. Just be prepared to wait a little longer for a response.
✅ Little Note
There are a few things I would recommend doing whenever you’re checking in your luggage:
- Make your complaint and claim within 24 hours of your flight landing.
- Take photos of your luggage before checking it in. This gives you a reference of what your luggage looked like before the flight.
- Don’t expect a huge amount from the claim. In my case, I received RM80, which was much lower than the actual price of my luggage. If you feel that the amount isn’t worth your time and energy, you can simply let it go.
For me, I’m glad I made the effort to make the claim. I didn’t even know it was possible until my Instagram followers told me about it.
The RM80 certainly didn’t cover the cost of my luggage, but at least I got something back and could put it towards buying a new one.
So, if you ever collect your luggage after a flight and notice that it has been damaged, don’t just assume that there’s nothing you can do. Check with the airline and find out if you can make a claim.
I didn’t know either until it happened to me. Now you know too.
Love,
Auri Duham🌻
