[Browngirl]

My carry-on rolling bag meets the dimensions required by Delta on its website. I have successfully used it on every flight without problems, including on the two legs of my outbound flight 11/23 and the first leg of my inbound flight on 11/30. However, the plane configuration for the second (and final) leg was different from the others and perhaps the bins were smaller, because it was on that leg that I ran into a problem.

By way of background, the flight out of ATL was at capacity and running almost 1 hr late. The flight attendants were as eager to get underway as the passengers. I was flying first-class and was the 3rd person to board so I knew there was plenty of room for my bag. The flight attendant took (snatched would be more accurate - remember they were running late) the bag from me and put it in the overhead compartment over 2C/D (I was seated in 1B).

I had an opportunity to see virtually every passenger and their carry-on luggage as the flight boarded through first class. Many people were boarding with luggage which obviously did not meet the dimensions, as well as more than the 2 pieces of carry-on luggage allowed.

Every bit of storage space was being put to use because of the full flight. As the flight filled, there was minimal room for more luggage in the bin over 2C/D but the attendant was determined to store another piece. She jammed one of the oversize bags into the same compartment as mine and in an attempt to make more room for that bag, turned mine around, wheels now facing out. The attendant then tried to close the bin door with no success, and kept jamming it and slamming it, still without its closing. She then propped a pillow under the last bag (oversized) to elevate it and jammed the door over and over until the bin closed.

When I retrieved my luggage, the handle was jammed, The handle did not retract smoothly or evenly - one side was higher than the other. It took tremendous force to pull it out - and to push it back in. Its days as a rolling carry-on were finished.

I informed one of the first class flight attendants and she questioned how it could have happened. I replied that I had watched the (other) attendant as she was doing it and asked how to proceed. She told me to talk with the gate agent. The gate agent told me to talk with Baggage Claim. The associate at Baggage Claim merely said "We are not responsible" and pointed to the sign refusing liability for damage to retractable handles.

This morning I called Delta Baggage Customer Care and was told a file should have been opened at the airport and that I would have to put my complaint in writing. I did not know about the file and the Customer Care staffer did not mention it either.

Question: has anyone encountered this situation before, and how was it resolved? Delta may want to refuse liability, but in this case I saw the action which caused the damage, and it was clearly negligence on the part of the flight attendant.

TIA for any insight/advice.