Customer service

Warranty and damage during travel

Most suitcases come with a warranty of between 2 and 10 years against manufacturing defects. If your suitcase breaks while you travel, it is the airline that covers it. Here is what to do.

How to report damageContact us
  • Airline damage claims for over 15 years
  • After-sales service

  • 2 to 10 year warranty

    Against manufacturing defects on most suitcases

  • Damage during travel

    Covered by the airline's insurance, not by the warranty

  • At least 7 days

    To report damage after you get home, with all airlines

  • Quick replacement

    Wheels, locks and support feet can be replaced, so your suitcase is ready to travel again

99% of all damage to suitcases happens when you are on a trip. Most people only discover it after they have left the airport.

Peter BachmannCopenhagen Luggage

At the airport

How to report damage

You do not need your own insurance. The airline's ground handling company has insurance that covers damage to your suitcase.

  1. Check your suitcase at the baggage carousel

    Inspect your suitcase when you take it off the baggage carousel at the airport.

  2. Report the damage right away

    Take your suitcase to the service desk next to the baggage carousels and report the damage.

  3. Get a damage report

    You will usually receive a damage report and be referred to one of the airline's partners.

  4. Repair or replacement

    One of the airline's partners will help repair the suitcase. If it is beyond repair, you are entitled to a new, equivalent suitcase as a replacement.

Warranty

What the warranty covers

Copenhagen Luggage is a family business that has handled damage claims for the airlines for more than 15 years.

  • Manufacturing defects. Most suitcases have a warranty of between 2 and 10 years, and as a rule most products have at least a 2-year warranty.
  • The warranty period varies. See the warranty information in the product instructions, or contact the store where you bought the item.

What the warranty does not cover

  • Damage in transit, for example from rough handling by a ground handling company at the airport. Report the damage to the airline you booked your trip with.

Fees

  • If you bought the item from us and it is covered by the warranty, there is usually no charge.
  • If you have a claim on an item that was not bought from us, we charge a handling fee of 350 kr, even if the item is covered by the warranty.

After you get home

Only noticed the damage once you got home?

Many people only notice the damage after leaving the airport, or when they take out the suitcase for their next trip. You usually still have between 7 and 14 days after getting home to report the damage.

  • Report the damage to the airline as soon as possible and get a damage report.
  • With a valid damage report, we can in some cases settle directly with the airline.
About the repair service

Questions about the warranty

How long is the warranty on my suitcase?

Most suitcases have a warranty of between 2 and 10 years against manufacturing defects, and as a rule most products have at least a 2-year warranty. See the product instructions, or contact the store where you bought the item.

Does the warranty cover damage from a flight?

No. Damage from rough handling at the airport is not covered by the warranty. Report the damage to the airline, whose ground handling company has insurance that covers damage to your suitcase.

What if I can't find the receipt?

We can carry out a professional assessment of the suitcase in our store. The assessment costs 350 kr and takes about 20 minutes. If you later buy a new suitcase in the store, you get 350 kr off when you bring the receipt for the assessment within 6 months.

Can you replace wheels and locks?

Yes. We make sure that every suitcase we sell can be serviced. If a wheel, a lock or a foot breaks, we can quickly replace the part.

Service

Does your suitcase need repairing?

We repair brands such as TUMI, Samsonite and KKDK in our own workshop, often while you wait if we have the parts in stock.

Repair service Call us

More help