in this case
- Christopher Kennedy flew Copenhagen to Newark on SAS. A flight attendant opened the overhead bin and a heavy bag fell, cracking his phone screen.
- Kennedy submitted a $400 compensation request. SAS denied it twice and his VP appeal went unanswered.
- The Montreal Convention makes airlines liable for onboard accident damage. Will SAS pay for the repair?
After Christopher Kennedy’s phone screen cracks mid-flight, he thinks SAS Scandinavian Airlines will make things right. But the airline twice denies his request for $400 in compensation, and even an appeal to a company vice president goes unanswered. Now what?
Question
On a recent flight from Copenhagen to Newark on SAS Scandinavian Airlines, I was in the aisle seat of an exit row. The passenger in the middle seat had a heavy bag with a water bottle in her lap, which a flight attendant stowed overhead before departure. Midway through the flight, another flight attendant opened the overhead bin and the bag fell, banging my wrist and cracking my phone screen.
I submitted a compensation request to SAS, but it was denied twice. I then appealed to a vice president at SAS, but never received a reply. I wanted SAS to pay for my phone repair. — Christopher Kennedy, Astoria, N.Y.
Answer
SAS should have handled this quickly and by the book. A bag falls out of an overhead bin and damages your phone — that’s an onboard accident, and you have a strong case under international law. Your detailed paper trail, photos, and polite escalation to a company executive should all work in your favor.
The Montreal Convention, which governs international air travel, makes airlines liable for damage caused by onboard accidents. A falling bag hitting a passenger fits that definition. While airlines often argue over what constitutes liability, the convention is clear that carriers are responsible for incidents that occur during a flight if they result in injury or damage to passenger property. (Related: Why won’t Transavia refund me for a ticket I already paid for?)
SAS also didn’t follow its internal policies. The airline has long emphasized its commitment to customer service. Its code of conduct notes that “every promise made to a customer is a commitment that we must deliver on in all situations.” This principle underscores SAS’s dedication to providing quality service and addressing customer concerns promptly. And in your case, it fell short. (Related: StubHub charged me $3,300 for Coldplay tickets I never received — can I get my money back?)
Usually, a brief, polite email to an SAS executive will get the process moving. But in your case, it looks like it didn’t.
If you find yourself in a similar situation, always document everything. Take photos of the damage, get names of crew members who assist, and file a claim as soon as possible. Airlines are far more likely to respond when they see clear, detailed evidence and a calm request for compensation.
This case is a reminder that even when airlines initially deny a claim, persistence — and a solid understanding of your rights — can pay off.
The story relates that a flight attendant opened the overhead bin and a bag fell out, hurt the passenger’s wrist and broke his phone. I think that satisfies the requirement, if any, that a flight attendant be notified. As to the traveler proving that the falling bag damaged his phone, the traveler says that is what happened. No evidence is offered in the story of any other outcome. There is no reason to speculate.
Generally, airline policy requires flight attendants to write up and report anything that occurred which might result in a claim. Here, the passenger reports that the flight attendant opened the bin, a bag fell out, and hurt his wrist as well as broke his phone. That should have been reported internally by the flight attendant. So SAS should have had a report about the incident. SAS was free to tell the passenger as well as the Elliott team that the incident did not happen or that the damage was not caused by the falling bag, but it did not do so.
Read more insightful reader feedback. See all comments.
Of course, the best way to avoid a damage claim during a flight is to see a situation like this and take steps to prevent it. If someone is trying to stuff a bag into the overhead compartment, speak up. I’ve seen overhead compartments pop open in flight, and you definitely don’t want a heavy bag falling on your head. If that happened, the repair bill would be more than $400, and the damage could last a lifetime. Fortunately, you weren’t injured by the falling bag.
My team contacted SAS on your behalf to revisit your claim. Within days, the airline had a change of heart. “We have reviewed the matter further and have decided to proceed with a direct bank transfer as a gesture of goodwill in recognition of the inconvenience you experienced,” a representative told you. SAS sent you $400 to pay for a phone repair.
Your voice matters
Christopher Kennedy flew Copenhagen to Newark on SAS. Midway through the flight, a flight attendant opened the overhead bin and a heavy bag fell, banging his wrist and cracking his phone screen. SAS denied his $400 compensation request twice. He appealed to a VP but never got a reply. The Montreal Convention makes airlines liable for damage from onboard accidents.
- Should airlines be automatically liable for passenger property damage caused by falling overhead baggage?
- Should airlines be required to respond to executive-level appeals within a specific timeframe?
- Should flight attendants be required to secure overhead bins properly to prevent items from falling during flight?
What you’re saying
Readers debated airline liability, questioned whether passengers work the system, and shared their own overhead bin horror stories.
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Airlines must report incidents that could result in claims
George Schulman explained flight attendants must write up and report anything that might result in a claim. SAS should have had an internal report about the incident.
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Skepticism about passengers gaming the system
sister7 said people work the system and airlines are cautious. Anyone can claim belongings were damaged and it’s up to travelers to prove it.
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Overhead bins are accidents waiting to happen
Prabir Mehta keeps his laptop under the seat after someone dropped his bag from overhead and cracked his screen. Mama Lo sees near misses constantly.
