This review is for the UA reps at McCarran who lack customer service and resolution management skills. They managed to turn a relatively benign situation into something ridiculous.\n\nUpon picking up my suitcase I noticed a big dent and hole in my suitcase. My husband is desperate to get to MGM because he has UFC tickets that start in a few hours and I piss him off by going to the baggage claim office to show the rep what happened to my suitcase. I spoke to Charlene Lasoz. Our conversation goes like this:\n\nMe: \"My suitcase is damaged. There is a big dent in the top that was not there before.\"\n\nMs. Lasoz: \"You're right it looks damaged, we can get that fixed for you. Do you live in Las Vegas?\" Shocked as I was expecting a there's nothing I can do, but doesn't hurt to try.\n\nMe: \"No, I live in San Francisco\"\n\nMs. Lasoz: \"Are any of the contents damaged?\"\n\nMe: \"No, I don't think so.\" I opened the suitcase to confirm.\n\nMs. Lasoz: After I close it and stand it upright she starts hitting the dent real hard and somewhat flattens the dent out. \" Oh it's fine, it did what it's supposed to do by protecting your belongings.\"\n\nMe: \"So, you're not going to fix the suitcase?\" Shocked that she thinks by flattening the dent that is fixing the suitcase.\n\nMs. Lasoz: \"No, the suitcase is not damaged.\"\n\nMe: \"Fine, I'm going to file a complaint, let me please have your name and the 1800 customer service number.\" If she had just said no in the first place rather than flip flopping on the issue I wouldn't have gotten upset.\n\nA few days later I'm back at the airport and have to pay a $25 check bag fee. I had no problem paying it the first time, but don't feel like paying it again due to UA damaging my suitcase. I pay the fee at the kiosk and talk to the guy taking the luggage. I told him what happened on my previous flight.\n\nMe: \"Is there any way to waive the fee because on my way here my luggage was damaged?\"\n\nLuggage Taker:  \"Let me get a manager\"\n\nMy husband is embarrassed because he said the luggage taker was muttering FU under his breath at me. I spoke to a man named Mr. Aquino and told him what happened including my conversation with Ms. Lasoz.\n\nMe: \"Is there any way to waive the baggage fee since my luggage got damaged in transit?\"  I accepted my repair claim was denied and was going to file a complaint.  I was not asking for a repair since I knew it should be handled by a different department.\n\nMr. Aquino: \"There is no way to waive the fee, but I see your luggage is damaged if you go to the baggage claim department then you can get it fixed.\"\n\nMe: \"Great, where is the baggage claim department.\"\n \nMr. Aquino: \"It is across the street.\"\n\nMe: Being poor with directions. \"Can someone please escort me there?\"\n\nMr. Aquino: \"No, but it is right across from carousel #13\"\n\nMe: Realizing I was already there \"Okay, if I go there can I tell them that you said that my baggage would be fixed since Ms. Lasoz said they could not do anything about it.  What is your name so I can tell the baggage claim person that you said it was okay to be fixed\"  I found his name by glancing at his name tag as he didn't want to tell me.\n\nMr. Aquino: \"No, I did not say that.\"\n\nMe: \"Yes, you did, you said it could be fixed\"  Getting upset and raising my voice.\n\nMr. Aquino: Raising his voice at me \"I did not, you are putting words in my mouth.\"\n\nMe: \"Yes, you did\"  Later I realized he probably meant fix my issue not the bag and was trying to push the problem to another department.  I was upset and raising my voice at this point indignant at implying I was a liar.\n\nMr. Aquino: Walking away from me in disgust \"I am not taking your baggage and getting a Supervisor.\"\n\nAt this point my husband is mortified. A supervisor comes out, forgetting to get a name I will call him Tall Portly Caucasian Man TPCM.\n\nI tell TPCM the story for the 3rd time as I had already told it to the luggage taker and Mr. Aquino. I showed TPCM my luggage and how it was damaged in transit to Las Vegas. TPCM agreed there was damage.\n\nTPCM: \"We cannot waive the $25 bag check fee, but I can see the luggage has been damaged, did you file a claim?\"\n\nMe: \"Ms. Lasoz said there was no damage and did not file a claim for me. I did not stick around because my husband had UFC tickets. I told her I would file a complaint and left.\" I still am not asking for a repair. I just wanted to waive the baggage fee and a simple no would've sufficed.\n\nAt this point a buxom African American lady came out and told me it was a manufacturer defect of the suitcase and UA had no responsibility for the damage. She did not hear any of my story nor the fact I did not ask for a baggage repair. Not feeling like telling the story again, I tell her I'm filing a complaint about the way this was handled. \n\nIf they had told me no I would've been fine.  Don't waste my time by having to repeat my story multiple times and aggravate the situation by bringing up repairs and then denying repairs.  In hindsight what happened was comical.