I haven't had any problems with CX handling my bags, but I use soft sided cases. However once when on KA, and arriving back at HKG, the t-shaped pop up handle on my case had been broken. Took it to the baggage services counter, they logged it, gave me details on who to call, and someone came to collect it at my home, and then delivered it back a week later with a new handle. No problems at all.

I was hoping they would just get me a new bag, but the repair was great. Actually I was going to throw that bag away as the handle had become a bit tough to pull in and out (probably why it got snapped in the first place) but after it got repaired I have been able to use it perfectly with a new lease of life!