[totiredtodance]

Well, here’s something I never thought I would do. Have a complaint about southwest. Normally I consider it welcome break to find myself booked with them rather than NWA or USair.
After returning from a flight last week, I found one of my bags looking like it had been crashed under a wheel. The side and back was pressed in, the metal frame twisted and the mount to the extendable handle was broken and twisted. I took the bag immediately to the baggage claims desk and showed them the damage. The person behind the counter looked at the bag. I showed him the bends in the sides. I showed him the handle that could not extend. Once he saw the handle could not extend, he pointed to a sign, saying they at not responsible for damage to handles. Conversation dead ended right there. He could not help, not the airlines responsibility.
The damage to the handle was part of the overall damage to the bag. It’s unable to extend because the frame has been twisted and kicked in. To point out the handle didn’t work, therefore they took no responsibility doesn’t make sense. Damage the bag all you want, as long as the handle is also broken in the process?

[Silent Bob]

Your main focus should be the actual bag, especially if it looks like it was crushed. Forget the handle, eventhough i know its part of the bag itself. But if the damage is that great to the extent as you described then they should replace or compensate for it. Any damage to the contents? If it really was that banged up, you should have stayed until the problem was rectified.

[azstar]

If it was obvious they damaged the bag, you should have insisted on filing a claim, or spoken to a a supervisor. Southwest is one of the worst airlines for denying liability for delayed, or damaged, baggage.

[totiredtodance]

SB, exactly the point I tried to make. This person working the Providence baggage claim just shut down the conversation. Walked back behind the counter and tried to engage in other business. Staying around in the hopes my mere presence will change the outcome to my favor is wishful at best and a waste of my time. I have more important commitments than to argue with one who may or may not be following policy.
I took cell phone pictures outside the baggage claim entrance to document the condition of the bag and vowed to deal with this on my schedule, not theirs.

[abutterfinger25]

Even if a carrier claims it is not liable for the damage, you should always attempt to file a baggage claim. If the agent won't let you, make up some excuse like I understand you guys will deny it, but I need a record of the filing for my personal insurance company. This will give you some more ammunition in case you decide to take the matter to small claims court.

If the carrier still will not let you file a claim, contact DOT ASAP (http://airconsumer.ost.dot.gov/problems.html) and we can get the carrier to take your claim.