Have first luggage offered you nothing at all?!?! If they just said "out of our hands, we haven't lost it but can't access it & we're not liable' then that's shocking! Is the disclaimer prominent or buried in the terms? If it's the latter, take them to court as it's almost certainly an extraordinary term and you'd require this to be specifically brought up for it to be incorporated into the contract. If they've really lost it and offered zilch then they clearly are cowboys & I will avoid them.