I have as much of a sense of humor as the next person, but after two straight weeks of business travel with irrops and poor customer service, my tolerance came to an end with my flight from SFO to MSY last night.

I arrived in baggage claim at MSY at 10:30 last night to find my two hardside suitcases moving on the belt - along with the plastic roller handle of my 21" suitcase. Clearly the luggage handlers had decided to pull the bag from the plane by using the telescopic handle instead of the proper handle. I guess the "VIP" and "priority" labels printed on the tag really paid off? The handle was cleanly snapped off, but they were nice enough to put it on the belt for me along with the bag (thus revealing where the incident occurred - had it happened any other place they would have left it on the plane or in SF.)

There were metal spikes sticking out of the tubes where the handle should be. The bag is now dangerous, and I am here to work this weekend - which is why I travel. I was pretty furious.

I said nothing, and angrily put the handle down on the baggage desk. [Name removed by moderator per rules] the baggage claim agent - then gleefully told me "I see that, but United claims no responsibility for exterior handles of bags. I can file a claim, but they will do nothing for you." Now the situation is inflamed beyond repair.

"That's inexcusable. I cannot move the bag safely, how am I going to get my stuff home?" I reply. She says "You don't come at me like that." I reply "I came at you with the same consideration that United gave my bag. I'm sorry if you don't like it." She said "Well, that's not me." That was the end for me. Two weeks in a row of agents who hate their jobs - which is to deal with customers, even when things go wrong. Two weeks of agents who don't want to talk to customers - when they work in customer service. Enough already.

"That is you." I said. "You are United. I'm sorry but that's your job." "That's not my job," She said. "That IS your job." I replied. She says "You know what - you can just call in your report." And she hands me my claim ticket.

So I did. Right in front of her. It took four phone calls, three disconnects and 40 minutes. But I spoke to two service directors on the phone, and was told a station write up for [the baggage agent] was in process.

There were no service directors at MSY last night, so I guess that makes [the baggage agent] the most senior person on site. Someone she works with destroyed the bag. I'll bet money on Monday UA will refuse to check it home because it is unsafe - even though they did it.

I get to be angry. My property was willfully damaged by improper handling by one of her coworkers. I didn't say a word to her, but she was ready for me, she could see my anger in my body language. And she chose to inflame a situation she could have diffused in two seconds with an apology, an acknowledgement of the damage done and an attempt to help me, no matter how futile. Instead she made the anger about the broken bag about her. All about her. Why not? There was no service director to stop her!

Changes I'll like, I guess.

I took photos.