Damaged bags

Our bags (on a domestic flight) did not accompany our flight. There was a problem at the airport, so not the airlines fault. When we landed, we were informed and everything was fine. Eventually got our bags later, however one of them was damaged (on the handle). The lady attending to the bag issue was extremely helpful, and told us that the bag would be repaired. We just had to report it when we returned from holiday.

Cue the return flight. Get onto the plane and the seat had been allocated to 2 people. Sorted that issue. Landed and reported the bag to the baggage claim office, only to be told the bag will not be repaired due to the damage being on the handle.

Very disappointed.