Originally Posted by Cathay Boy

This happened once with me (ironically the first time I flew Cathay.) The wheels were torn off of my bag, exposing the interior of my bag too. I asked the baggage personnel and they sent me to the 6th floor (if memory serves me right, it's been awhile), and it can only be access through an elevator at the HK airport.

There is a room that handles this, and the customer service agent there say he will find a luggage bag with the same size and replace it. I wasn't arguing or anything but just like ok, whatever. However, after comparing a few ones that he has which are all smaller than mine, finally he said, "why don't I just reimburse you $200 HKD would that be acceptable to you?" I say, sure.

No problem dealing with the Cathay people in HK.