My last international flight - very long story. They delayed me from arriving home by 2 days due to their late flights causing missing connections to other flights operated by them and then lost my bags in the process, never recovered. 
Denied it was their fault. Dismissed claims for compensation for addition accommodation costs on my part and loss of my property. After months of complaint finally recovered compensation but they characterised it as 'an exception' made just for me.
Airline web site has a 'lost baggage FAQ' page which ends with words to the effect "if your questions are not answered here then ring this No. to speak to someone". That number has recorded voice which says if you have questions refer to the lost baggage FAQ website.  
Bookings side of the business - very well resourced with actual people you can talk to. Complaints side of the business - resourced by automated robots who made even robots look stupid. I think the strategy for handling complaints is to ignore them and maybe people will give up and stop annoying them.
				
			 
			
		 
			
				
			
			
				2024 RRS on the road
2011 D4 3.0 in the drive way
1999 D2 V8, in heaven
1984 RRC, in hell
			
			
		 
	
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