FYI… Delta airlines will do an on-the-spot trade for luggage cracked/split, or a zipper that is burst. You do have to go stand in line at Baggage Services, and be ready to transfer all your belongings from the damaged case into the new one… which can be a bit of a pain. But in my case, both times, I ended up with moderately better, slightly bigger (not by much, but still) replacements. They let us choose out of a couple styles (hard vs. soft) and even gave a choice of a few colors.
The one time we were told we’d have to send our suitcase in was because they didn’t have any of the extra large (27”+) size suitcases to give us… and they weren’t expecting to get any in the seven days we had to make our “claim” so they said we’d have to send it in. The worst part was that there was no way we could send it in, and get a replacement/ repaired one back before we’d need it to travel again… and since the point of sending it in is to give them a chance to determine whether to repair or replace the bag, they won’t authorize you to just purchase a new one and get reimbursed. (I did find it strange that the agent can determine to replace the bag if they have them there; but if they don’t, they don’t have the power to say you’re allowed to replace it yourself.)
We decided the crack wasn’t
too extensive, so we used flex seal tape to reinforce it, and figured if it was damaged further we’d worry about it then. So far it’s held up, so we’ll just keep using it as long as we can.
I have no idea how other airlines work, as I haven’t had occasion to deal with their baggage agents, but Delta at least will swap out for a new bag on the spot, assuming they have them on hand to do so. The Delta agents I’ve dealt with
do want to resolve baggage claims quickly and satisfactorily within their power to do so. Bonus tip: They’ve also always had ample snacks and beverages available to help smooth over any irritation at having to wait at the baggage office. Apparently they know that the best way to help “hangry” passengers is to feed them
. Then fix their other problems, and the unhappy faces coming in one door, end up smiling on their exit out the other door.