I arrived in Vancouver yesterday from HK and found one leg of one of my luggage is broken and the structure seems also compromised a bit. But the CX luggage man at YVR told me that CX doest not pay for damaged luggage if it is the leg, wheel or handrail that is broken!

My bag is a new 24-inch Diplomat, and it is its first flight! Does CX really have such policy? Can I contact other departments of CX if I want them to pay for the expenses of fixing the baggage?

Thanks!

I suggest you fight and take it up with CX in HK. On many occasions (albiet traveling ex USA to HK) CX has been more then generous with me

I've previously had a hard shell case replaced by CX when mine was crushed so hard that it cracked all across one side. But basically I had to take what they thought was an equivalent case - I didn't have any choice in the matter. In fact the replacement was fine and is still going strong.

This happened once with me (ironically the first time I flew Cathay.) The wheels were torn off of my bag, exposing the interior of my bag too. I asked the baggage personnel and they sent me to the 6th floor (if memory serves me right, it's been awhile), and it can only be access through an elevator at the HK airport.

There is a room that handles this, and the customer service agent there say he will find a luggage bag with the same size and replace it. I wasn't arguing or anything but just like ok, whatever. However, after comparing a few ones that he has which are all smaller than mine, finally he said, "why don't I just reimburse you $200 HKD would that be acceptable to you?" I say, sure.

No problem dealing with the Cathay people in HK.

What on earth is a Diplomat? My few experiences with friends/colleagues' broken luggage is that it's the luggage, or luggage packing, rather than handling. It's not a mystery that baggage handlers aren't exactly treating the stuff like it's crystal stemware for the holidays....bags should be able to withstand being lobbed into the back of the luggage compartment

Were you on CX888 last night(aug 25), i guessed i missed a FTer on the flight if this was the case.

No, I were on CX838 of Aug 24th

Diplomat is one of the top three luggage brands in Taiwan and mainland China.

This is also the first time for me with CX.
The CX staff at YVR also told me "other airlines will not pay you for such case either"... But the baggage cannot even just stand.

yes and it breaks just as easy as everyting else out there, I am now on my 4th bag that has been replaced by CX

I haven't had any problems with CX handling my bags, but I use soft sided cases. However once when on KA, and arriving back at HKG, the t-shaped pop up handle on my case had been broken. Took it to the baggage services counter, they logged it, gave me details on who to call, and someone came to collect it at my home, and then delivered it back a week later with a new handle. No problems at all.

I was hoping they would just get me a new bag, but the repair was great. Actually I was going to throw that bag away as the handle had become a bit tough to pull in and out (probably why it got snapped in the first place) but after it got repaired I have been able to use it perfectly with a new lease of life!

My Rimowa case wheel broken when arrived SIN last Friday,A ground staff take me to service centre,filled some forms.They take my case from St Regis around 2pm and return by 8pm.Very efficiency.

My bag was damaged once by CX and I reported it in HKG -- I was taken to a room full of new luggage and asked to choose whatever I wanted.

I was flying in paid F at the time though and this was 2 years ago.

I ever encountered such things when I flied from HKG to Penang a couple of year ago. The airport agent in Penang is not helpful and tried to call me several times to my hotel room. But I can not be reached during the day time. When I flied back to HKG and reported this to CX staff at Penanag airprot and got RM60 as compensation.

I was quit busy these days as I am just arrived in Vancouver and has a LOT of things to do to prepare for my grad studies. But the broken case worth about 750HKD, if I contact CX customer service center several days later, will they still consider my situation? I found CX has 7 days limits for damaged bags on international routes.