How do I file a claim?
If something's not quite right with your trip, we want to hear about it so we can assist! You can quickly file a claim directly through your account and our claims team will review it ASAP. To get started, please follow the below steps:
My Account > Trips > View Trip > Other
Found in this article
Found in this article
How to file a damage claim
In the rare event that you need to file a damage claim, we make it quick and easy to do so through your account by selecting "Shipment damaged" on the claim page. Please note that coverage only covers the contents of your luggage, and is capped at $200 for the luggage itself if it was shipped naked (unboxed).
What's needed?
- Pictures of the damaged packaging - Retain all packaging as evidence of damage until the claim is resolved
- Pictures of damaged items - Retain all items as evidence of damage until the claim is resolved
- Proof of value is required for full replacement value. This can be in the form of a receipt or a website link to an item like or similar.
NOTE: Claims must be filed within 15 days from the delivery date, and all requested documentation must be submitted within 14 days once your claim is opened. Failure to provide such documentation will result in your claim being closed without payment.
How to file a missing shipment claim
In the rare event that you need to file a shipment missing claim, we make it quick and easy to do so through your account by selecting "Shipment missing" on the claim page. All you need to do is prove what was in your bag. Proof of value is required for full replacement value. This can be in the form of a receipt or a website link to an item like or similar.
NOTE: Claims must be filed within 30 days from the expected delivery date in the event of a non-delivery. All requested documentation must be submitted within 14 days. Failure to provide such documentation will result in your claim being closed without payment.
Pro Tip
Take a picture of each bag and its contents before you ship it. On the off chance you need to file a claim down the road, having such pictures will help expedite this process!
How to file a billing claim
In the rare event that you need to file a billing claim with the carrier, we make it quick and easy to do so through your account by selecting "Billed incorrectly" on the claim page.
You will then be prompted to provide pictures of your shipment with a tape measure next to each dimension (Length, Width, Height) so we can see its size. In order to investigate further, our carriers require photographic evidence of these dimensions. You can review some example measurements below:
NOTE: Claims must be filed within 7 days of receipt of the shipment summary email. All requested documentation must be submitted within 7 days. Failure to provide such documentation will result in your claim being closed without payment.
How to file a complaint
Just looking to leave general feedback on your trip? We want to hear it! We make it quick and easy to do so through your account by selecting "Other issue or complaint" on the claim page.
