DOT orders airlines to comply with the law and pay passengers for damaged baggage

During an investigation at 16 U.S. airports in September of this year, the Department of Transportation found that many airlines' damaged baggage policies are not in compliance with the law. The DOT is now ordering airlines to compensate passengers for damaged luggage, whether they want to or not.

Despite what airlines might state in their own policies, carriers absolutely are responsible for damage to handles, zippers, wheels and other exterior parts of luggage left in their care, according to the DOT.

This cold, hard truth flies in the face of baggage policies from various airlines expressly stating that they won't be reimbursing passengers for that sort of damage to their bags (news of the DOT's inspection comes just days after Alaska Airlines employees were filmed throwing a suitcase back and forth across the ground — although the airline says it was a company rollaboard, not a passenger's luggage).

Further, the DOT inspection found that multiple airlines were outright refusing to even accept damage claims from passengers, which is also against the law. Aviation Enforcement and Proceedings assistant general counsel Blane A. Workie wrote of the crackdown [site registration required]:

“Although carriers are not required to cover fair wear and tear, damage to handles, straps, wheels and zippers often extends beyond what is appropriately categorized as fair wear and tear resulting from ordinary handling of baggage. In such cases, carriers should be prepared to reimburse the passenger appropriately."

The DOT has opened investigations into several airlines, but for now the agency is not naming names. That all changes January 9, when the DOT's Aviation Enforcement Office intends to formally announce action against the carriers in violation of the law.

Transportation Secretary Anthony Foxx explained in a statement that the investigation was meant to restore consumer trust and rights:

“These inspections demonstrate the department’s commitment to protecting consumers when they travel by air. While we are proud of the progress we’ve made so far, we will continue to strengthen how we monitor and enforce compliance with air travel consumer protection and civil rights rules.”

Stay tuned for an official announcement about which carriers in question will face the long arm of the law on January 9. But in the meantime, you can review our list of major U.S. carrier damaged baggage policies and make your own guesses about who will be called out.