At Luggage Forward, the vast majority of shipments arrive exactly as planned—on time and in perfect condition.
In the rare event something doesn’t go as expected, we’re here to help. Our claims process is designed to be straightforward, transparent, and handled by real people who understand the journey your items are on, a level of care that sets us apart from traditional carriers like DHL or FedEx.
Getting Started
If you need to report an issue, simply log into your account and select your shipment.
From there, you’ll be guided through a few quick steps to submit the details for review.
Submitting through your account ensures your request is:
- Routed to the right team immediately
- Matched directly to your shipment details
- Reviewed as efficiently as possible
What Makes Our Process Different
Unlike standard carriers, where claims can feel transactional or difficult to navigate, our approach is built around personalized support and thoughtful resolution.
- Your shipment is reviewed by a dedicated team, not an automated system
- We consider the full context of your travel experience, not just the shipment itself
- We stay actively engaged with you throughout the process
Our goal is simple: resolve issues with care, clarity, and accountability
What to Expect
Once your request is submitted:
- Your case is reviewed by our team
- We may reach out if additional details are needed
- You’ll receive updates as your case progresses
Each situation is reviewed individually, and timelines can vary depending on the specifics. Our focus is always on a thorough, fair, and thoughtful resolution.
A Note on Timing
Submitting your request promptly helps us begin the review process as quickly as possible.
To keep things moving:
- Include clear details
- Add any supporting documentation (photos, receipts, etc.)
This helps minimize back-and-forth and allows us to move toward resolution faster.
Need Additional Help?
If you’re unable to access your account or run into any issues submitting your request, we’re here to help.
Our team is happy to assist and ensure your request is properly submitted and reviewed.