All this travel is hard on the luggage: the sports bag we stuff into the suitcase to fill with what we acquire (books, mostly) arrived at Heathrow with one less handle than it had in New York. we stopped to tell Virgin mainly because I wanted them to shout at the baggage handlers and stop them doing it again - and the nice man went to the cupboard and pulled out a new suitcase for us. Southwestern did the same in Vegas a couple of years back and it's the same kind of great customer service. Last time the same thing happened on BA they gave us a damage code to give to our insurers and the excess makes a claim pointless. Go Virgin!