I'm looking for some advice.

I flew from ORD to DUB on Sunday, and when collecting my hardcase suitcase from baggage reclaim, one of the wheels had been ripped off, there was a hole in the case, and several cracks.

I fail to understand how it could have been damaged so severely. I notified the baggage desk as Swissport, got a reference number and the necessary forms. As i was flying onto LHR, I got the bag wrapped to stop the contents falling out.

I filled out all the paperwork, took photos, got a printout from the web for a replacement bag, and enclosed the receipt. All scanned into a pdf and emailed to AA. Total claim value is £138.

To their credit, i got a quick reply offering £126.

Yes, I know its only £12 difference, but i'm irritated by the whole thing. The nonchalence of the Dublin airport staff, the hassle of the paperwork and collating it all together, and now an offer that doesnt even cover the replacement bag.

They also asked me to email my bank details. Big no no. email is the most unsecure form of communication.

I've replied asking them to explain how they came to the settlement amount, and asking them to telephone me for the bank details as I wont send them by email.

My questions -

1. is it normal for them to not pay the full amount to replace a severely damaged bag
2. is it normal for them to ask to send bank details by email.
3. what are my chances of getting the full amount I asked for - it is only £12 after all.

All thoughts welcome.

thanks,
A.