Anyhow, whilst waiting at the airport I found the original email receipt, sent the necessary info and, by the time we'd landed there was a actual, human-typed reply asking for a photo/video of the issue. As it was midnight I left it to the next day, but when I did no more than an hour after I sent the bits over, I get an email telling me a new suitcase was on the way.
I did suggest just sending a new handle, but no, she was quite insistent that a new case would be sent. I actually sent a reply back thanking her for her efforts and to forward it on to her line manager. Proper helpful, and over a weekend too. Only a £49 suitcase, but a great example of customer service.
