Originally Posted by KevinSFO

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 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.