On one occasion, KL gave me a new 'trolley' case from their inventory at AMS. On another one, when they had mishandled the 'new' one, I initially refused to do what they asked, i.e. to send my case to Samsonite and wait 6 weeks for a quote, so they then asked me to send them the invoice for what we both agreed was a reasonable amount. I guess having status and a filed report helps.