If you were still in the airport you might have had a shot if you asked to speak with a supervisor. Also, it might make a difference whether the bag was left with no other handles or ways for it to be picked up or rolled. Maybe you could write a letter and try to make that distinction. I recently had a business trip to Europe where I took many flights during the course of the month. I had no problems on any carrier. I then flew LGW EWR LAX. In EWR since they make you claim your bags upon arriving internationally, when I rechecked the bag to LAX it was in perfect shape. Upon arrival in LAX, I saw that the bag had a large gash in it and a torn off frame/wheel. So much so--- that CO would NEVER let me check it again without it being fixed. I made a big fuss (I am sure that flying from LGW EWR to LAX made me a little punch drunk). They tried to tell me that they were not responsible for "minor scratches, blemishes, evidence of use, etc" and handed me a photocopy of that wording. I then asked to see the complete contract of carriage. I then asked for a supervisor. I asked him whether I would be allowed to check this bag again? The answer was most likely no--- so I tried to reason with him that it was not "minor damage" if I had to buy a new bag each time I flew CO. I then said, let's call the We Care line together and see what they say. They then asked me what it would take to get me out of there. I ended up negotiating a $200 voucher toward a future flight and bought a new bag for that amount.