I arrived in Vancouver yesterday from HK and found one leg of one of my luggage is broken and the structure seems also compromised a bit. But the CX luggage man at YVR told me that CX doest not pay for damaged luggage if it is the leg, wheel or handrail that is broken!

My bag is a new 24-inch Diplomat, and it is its first flight! Does CX really have such policy? Can I contact other departments of CX if I want them to pay for the expenses of fixing the baggage?

Thanks!