I recently flew to SJU. My soft sided bag arrived badly ripped when it came off the baggage conveyor. Before I could react about this, someone came up to apologize for AA delivering the bag in this condition. I checked the contents through the gaping hole, took a few seconds to comment to him, not a problem. Duct tape can take care of it. On the return flights I had 2 flights changed to much earlier flights. No surprise, it didn't show up at the final destination. It was quickly established that it was lost. I left with the option of having it delivered when it shows up. As soon as I left the airport, the emails started showing up. Finally, within an hour, I got an email that is scheduled to arrive on one of the next planes. AA will deliver the next day. 5 days later it came with FedEx. Not that it mattered to me. Duct tape performed as advertised. Scissors and a quick burial in the trash. It was a well traveled bag, and cheap.
Wish I had known I could have asked for a replacement. Would have saved me some time trying to find duct tape in Old Town and cab fare expense.