ArcaMax

Q: Ouch! On a recent flight from Copenhagen, Denmark, to Newark, New Jersey, on 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 the Scandinavian Airlines System (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, New York

A: SAS should have handled this quickly and by the book. When a bag falls out of an overhead bin and damages your phone, this is considered 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 that gets caused by onboard accidents. A falling bag hitting a passenger fits this 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.

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' dedication to providing quality service and addressing customer concerns promptly. And in your case, it fell short. 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 you, 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.

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 wouldn't want a heavy bag falling on your head. If this happened, the repair bill would be more than $400, and the damage could last for 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.

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Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.

(c) 2026 Christopher Elliott

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