I doubt the majority of passengers know the Warsaw Convention or the Montreal Convention, as well as US Department of Transportation’s guidance does not allow airlines rejecting claims on wheels and handles under reasons of “Wear and Tear”.

(Edit: Just added the Hong Kong consumer council webpage: )

https://www.consumer.org.hk/en/press...andled-baggage

But more importantly: What’s wrong with CX management lately on going against customers on every aspect, from luggage claims to FFP changes.