Just returned from a trip out West. We flew from San Francisco, connected in Atlanta, and proceeded to Providence. First, our flight from SF to Atlanta was delayed for an hour and a half, with no explanation from the crew explaining the delay, when we arrived in Atlanta, we bolted to the gate for our connecting flight hoping to make it with 2 minutes to spare. Luckily, the connecting flight was delayed because the dashboard of the plane was malfunctioning. We sat on the plane for an hour waiting for the maintenance guys to fix the problem. Finally took off and arrived at Providence, only to find that our luggage was damaged. The whole front pocket of my Samsonite suitcase was ripped off and hanging. Brought the luggage to the Delta claims counter only to be told that they weren't responsible since the damage was due to a manufacturers defect and I would have to have Samsonite to replace the luggage for me. I went on the flight with luggage that was fine, and when I got off, my luggage was torn to shreds and Delta refused to claim responsibility. They gave me a $25 voucher for my next trip, maybe we'll give it to our worst enemy, b/c we don't plan to fly Delta again. Has anyone ever experienced damaged luggage on a flight? We're thinking that Samsonite won't replace it b/c they'll blame it on the airline and we'll get the run around and will be out of the $200 we spent on the suitcase. Any advice on how to get either Samsonite or Delta to replace our luggage?

It's not much different on other airlines. I recently had a suitcase broken by United Airlines. The employee at their luggage handling office did not even attempt to be polite when he said United wouldn't have anything to do with repairing it. And I'm a Premier member with United. I also had a bag badly damaged by Olympic Airlines in Greece. They are notorious for damaging luggage. I never pay a lot for my bags -- what's the point!

Precisely why I have learned to pack light and take a carry-on with me everywhere.

I, like Sabrina, almost always do carryon. On one occasion, I decided to check my roll along and when it came off the carousel it was wrapped in tape and some of my clothes hanging out the sides. I took the suitcase immediately to the Delta luggage office and they gave me an address in Tampa to take it for repairs and/or replacement. Two weeks later I had a brand new suitcase.

I had a similar experience with Delta. Arrived in Atlanta quite late one night and waited for my luggage. I kept seeing this one torn bag go by, with stuff hanging out. After awhile, I realized it was MINE! Anyway, I went right to the claim center and they asked the price of all the stuff that was ruined. It amounted to several hundred dollars - then I found out, they only pay some percentage of what its worth. So, if it ever happens to me again, I will greatly exaggerate the cost of the items. My bag was ruined, so they let me borrow one. They told me I could keep the loaner or buy a new bag,and bring them the receipt. So,naturally, I got a MUCH NICER bag and they grudingly paid me for it. After reading all of your tales, I feel like I was treated like a queen.

We've had bags ripped, cracked, dented, etc. over the years by several airlines. When the damage was obvious, serious, and new, we went directly to baggage office and discussed the damage very nicely with the agent. Each time the airline (one was Delta) arranged for repair or replacement. Once we know it was damaged actually coming up to the carousel (we heard several bags get caught and stop the mechanism). Is that the airline's fault or the airport's? I assume the airline is in charge of the machinery? Anyway, the airline took care of it for us. My experience is that it pays to be very calm and nice as well as reasonable in wanting repair (not an expensive new replacement for an old worn bag). I also now try to carry-on rather than check and wrap a large strap around any checked baggage to help keep it closed if something should happen.

The excuse that Delta gave us was that it was a manufacturer's defect since the pocket was ripped on the seams and seams are not one of the items covered. The Delta person even blamed it on my luggage having too many zippers, what a load of crap. We're planning on bringing the suitcase to Samsonite now and trying to have them replace it. Not sure what to tell them since we don't want them to pass the blame onto the airline. Now how do I explain how my suitcase got torn to shreds?