I was standing by the reclaim belt at LHR T5 when my suitcase turned up - and the handle for it turned up afterwards on the same belt. It had obviously been broken, since I was sure it was intact when I checked in the bag.

I wander over to the ground crew - no one waiting for the F/J line - and held up my suitcase and my broken handle. I did not have to explain anything. He simply said that they would replace the suitcase and it would be shipped to me within 2-3 days. He asked me how much the suitcase was purchased for, if I live in the UK, and how old the suitcase is. I supply the answers, he flicks through some laminated photos of suitcases and finds a similar case.

Looking a bit perplexed when I answer that I had been flying in the WTP cabin that day, I add that I am a Gold and give him my BAEC number faster than he can type it in on his computer.

A few keypresses later and he says all is well and gives me a printout from their computer system. The whole conversation took less than 5 minutes.

Then, exactly two days later a brand spanking new suitcase turns up. Not quite as big as the one that was broken, but still the same quality.

So - without having had to submit a formal claim, make any phone calls or go through any hassle I have a new suitcase to use on my TATL travels and I am very impressed with the way BA handled this.

It really does pay to go with a full-service airline...