Hi Ejyoo -

Lufthansa replaced my damaged Rimowa case.

We purchased a new LH Rimowa polycarbonate case in Frankfurt, and kept a copy of the receipt with my travel documents. A few months later we were returning to ZRH from LAX, via FRA, on Lufthansa, checking same in Los Angeles.

When our checked luggage did not appear, we went to the LH department for missing luggage. They located the case, which had a large square-shaped tear in the polycarbonate attached to one of the 3 hinges. A nasty looking avulsion, if you will.

A gentleman from LH looked at the case and said it was totaled. He offered a replacement from his stock, or a cash replacement. We elected the cash replacement, provided the receipt copy, and the full amount was returned to us. The damage may have occurred at LAX, or FRA, but no delays or excuses were suggested or made. The LH staff was very helpful and professional, and I cannot compliment them enough.

Having a few hours before our connection, we placed our packed items in a plastic bag, checked it in the stored baggage area, took the U-Bahn into town, bought a new alu Rimowa Silver Integral case of the shelf at Kaufhof, ate dinner, returned to FRA, and repacked, all with a comfortable amount of time to make our flight.

We continue to travel with that case now and then, and yes, there are a few dents and scrapes over the years. The dents can be pounded out, if necessary, but we don't expect to look like a catalogue advertisement after many years of travel.

In the hope of being helpful, I would work with your carrier, UA, in ensuring that the repair is professionally done, and to your satisfaction. I would not advise you to accept shoddy repair work, if not comfortable with the repair results. Document everything, and keep us posted here on FT as to your results. If need be, contact Rimowa directly.

Bonne chance !