Had the same issue early this year with my FlightCrew4 20". Inside plastic bits broke so I couldn't retract/extend the handle. Contacted TravelPro and asked to purchase a new handle. I submitted the request in late December, in early January they replied that the replacement part was being sent to me, but by end of January it still had not shipped and I wasn't getting responses at all. At end of January (5 days before a 2-week international trip) I emailed their CEO. They replied that the handle was not, in fact, available. As a courtesy, they did completely replace the bag at no charge, unfortunately shipped me a heavier and larger FlightCrew 5 21" Rollaboard. It would not have been my first choice, it had a ton of padding in places I didn't need that adds weight. I used it only for that trip, and when I got home, my 17 year old son had 3D printed me a replacement part to fix the handle. I gave him my new bag and happily accepted my old one. If the handle breaks again, I have a B&R on my wish list. A shame, I had a Crew bag before this one last over 10 years.