I agree with PHX. The agent was not responsible for your bag being lost and damaged. She was hired to help customers, when situations such as that, occur, not to be berated and blamed by the customer. The airline I work for, it is well within my right, per the company, to no longer assist a customer if they begin berating me, or become accusing toward me, preventing me from doing what I am hired to do, which is, help the customer. It is not my job to stand there and have a customer blame me, or have them become rude, and argue with me.
I wasn’t there, but from the sounds of it, you walked up to the agent, weren’t very nice, and said, first, “YOU”, lost my luggage, and then, “YOU”, destroyed it. It comes across as a personal attack on the person there, who is there to help you. Just because someone is hired by a company, and thus, "represents", the company, doesn't mean they are responsible for everybodies jobs, make the company policies, etc, and it doesn't give someone the right to blame them. Taking it out on an agent, who is there to help, isn't going to solve the situation, and to me, that is childish behavior, as well.
If your bag came out of the airplane with “burn marks” on it, as you say, I would think they would cover that. I had an issue one day where a person’s bad fell against the muffler of the belt loader, and it burned a hole in the bag. The airline purchased them a new bag, of exactly the one they had. BUT, general wear and tear, such as scrapes, minor tears, etc., are not covered. Luggage is designed to protect the contents inside. Luggage is designed to take wear and tear, so the contents do not. People need to stop expecting luggage to remain in pristine condition, all of the time. There is no other way to load luggage into an airplane, than to stack them, not only in the airplane, but also on the carts, etc. They will receive wear and tear.
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