I had a very similar experience last month on a $325/9000 MQM mileage run to Puerto Rico. Arrived in San Juan to find one wheel assembly on my Tumi completely ripped out, leaving a gaping hole.
The Delta baggage agent offered a selection of replacements, but none were a good match for the size or quality of my Tumi. He said I should submit a claim for the bag, but he didn't want me to continue on my trip with such a damaged bag, so he also provided the most suitable replacement. (It was an Andare Milan model, which is a decent bag and goes for about $100.)
In my claim, I reported that my Tumi was 10 years old and estimated that I paid $400 at that time and that's what they paid me. I'm very impressed with this response.
Originally Posted by
btonkid12345
DL has been doing this for years now. Their BSO resolutions (especially for elites) is excellent.
I've had a destroyed Tumi bag for which they did not have a replacement. They did not offer this but I proposed "borrowing" one of their replacements (which in my experience are no-name brands) just to get to my vacation spot and back and returning it at my home airport (ATL) and then submit a receipt for a new Tumi.
No problem. ATL agents weren't expecting my return of the new bag from another station and were surprised but graciously took it. Got my check in the mail a week or so after filing my online claim.
I was told that bags that get sent in to Rynn's for repair (but that can't be fixed) are kept by Rynn's and used in fire departmebt drills. Better reuse than a landfill!