ByIf you travel a lot, you know that even the best luggage can get damaged over time. Unfortunately, that’s exactly what happened to me during a recent trip from the U.S. to Downtown Cancun. When I landed, I was greeted by an unwelcome surprise: my trusted Samsonite Luggage was badly damaged.
The wheel was bent so badly that rolling it was impossible, and the hard shell had a visible crack. This suitcase had been my trusted companion on countless trips, so seeing it in such a state was really upsetting. Naturally, my first move was to head straight to the airline’s customer service desk, hoping they’d offer some assistance. Instead, they handed me a standard voucher, which barely covered anything, and left me to figure out the rest on my own.
Frustrated and unsure of what to do next, I decided to look into Samsonite’s repair options, wondering, “Will Samsonite repair my luggage?” I’d heard they had a good repair policy, so I hoped they could save my suitcase.
Here’s a simple guide on how the process works and what to do if this happens to you.
Samsonite’s Repair Policy Explained
Samsonite offers a repair service that covers manufacturing defects, but not damage caused by airlines, normal wear and tear, or misuse. Since my suitcase was damaged by the airline, I knew the repairs wouldn’t be covered under warranty. However, Samsonite allows you to get repairs done at your expense through their Authorized Repair Centers, which was a relief.
Here’s how the repair process works:
1. Submit a Repair Request
The first step is to fill out a repair request on Samsonite’s website. You’ll need to provide details like the material group number (found inside your suitcase), the size and color of the luggage, and a description of the damage.
2. Shipping or Drop-Off Options
Once the repair request is approved, you can either ship your luggage to an Authorized Repair Center or drop it off at a Samsonite store. Shipping costs are your responsibility, but Samsonite-branded stores can ship it for you for a small fee:
- $15 for pieces 22 inches or smaller
- $20 for pieces 23 inches or larger
3. Repair Evaluation
The repair center evaluates your luggage and determines whether it can be fixed. If repairs are possible but not covered by warranty, they’ll let you know the cost before proceeding.
4. Repair or Return
If you agree to the repair costs, they’ll fix your luggage and send it back. If you choose not to repair it, you can have the suitcase returned as is or ask them to dispose of it.
Related: Can Samsonite luggage wheels be replaced?
My Experience with the Repair Process
After submitting my repair request online, I shipped my suitcase to the nearest Authorized Repair Center. The team was quick to respond and provided a detailed estimate for fixing the wheel and hard shell. While it wasn’t cheap, it was still more affordable than replacing the suitcase entirely.
A few weeks later, my Samsonite was back in action, good as new. It felt great to know I didn’t have to let go of a suitcase I loved just because of airline negligence.
What I Learned
Travel can be unpredictable, and luggage damage is sometimes unavoidable. If your Samsonite luggage ever takes a hit, don’t panic. Their repair policy makes it easy to get your suitcase fixed, even if it’s not covered by warranty. While I wish the airline had taken responsibility, I’m grateful Samsonite provided a solution.
So, if you’re a frequent traveler, it’s worth knowing your options. Whether it’s a cracked shell or a broken wheel, Samsonite’s repair service can save your luggage—and your trip.
