[airhead]

Once again, I am very sorry to hear about your experience. I agree it would be nice of the rules were different. I do care about you and the other's bad experiences. I log on here on my free time to either educate passengers on how the problem could have been avoided or in your case, why there may have not been someone available to help you at the counter when you needed it. Like the judge said, sometimes we are all needed to assist the aircraft, especially in the small cities. It is next to impossible to defend a position with all possible scenarios so I generally don't try.

It has only been with in the last 15 years since wheels and retractable handles have been added to luggage. Since then, the average weight and size of luggage has tripled. Just think, for nearly over 60 years, passengers have been "carrying" their luggage. The luggage goes through many many hands, belts, and other devices that direct the bag to the connecting flight after being stacked more than several times. Sometimes a handle, zipper, or wheel gets caught somewhere. I know AA will cover a rip on the bag, a broken handle (not a retractable handle). And wheels are not covered. I am pretty sure Tiger has the same policy.

I realize it is a major inconvenience when things go wrong but at the same time I have a job to do. I know that sounds cold and it is very hard for me to take that position. It would be great if the airlines could adjust to situations faster but that costs more money. And I am sure you know that is passed on to the passenger. Just like having more staff available dedicated to stay on the counter.

As far as the lights go, usually the city takes care of that. The airline pays the city leases to have things working properly. And sometimes I have seen city property break making my job very difficult.

You have every right to place a complaint here. I am just telling you what the airline you flew on would probably say if they had a chance. I really hope your future travels are much better than this mentioned trip.

And finally, I personally have received damage to my car, which is a convertible, because the valet hung my coat on a hook of the roof that is meant to for repair purposes and not hanging. The valet company was not liable. I know your frustration.