Around 2006, they almost trashed a medium sized Samsonite on an FCO-LHR and I got an email to say they would refund the full price. When it was finally delivered it was actuallt still servicable! It is particularly useful on rail journeys due to the oversized wheels that handle roads, pavements and platforms better than any of the mini-wheel variety. I still use it. Which makes up for the two other hardsided and expensive (Samsonite and a Delsey) that were trashed. They are now only used for storing things in the loft.