I feel your pain and I hope there is nothing too urgent you are waiting for.

We had a an issue a couple of years ago when a bag didn't get loaded in EDI for LHR. Thankfully our onward flight to Chicago was the following day. We were told the bag was on the next flight, but guess what, it didn't appear. Calls to missing bag line were useless, no information and an attitude of 'what's the problem, you'll get your bag'. After a slepless night I was told the bag was in T5 waiting to be picked up, we were in the Sofitel so great we'd collect it on way to bag drop.... or so we thought. Luckily for us I spotted the bag being handed over to the concierge at the Sofitel, despite being told they would keep it in T5.

Moral of story - believe nothing you are told and harrass the living daylights outof them.

On arrival in Chicago the car seat had gone missing - last heard of in the Philippines so much for the sophisticated baggage handling system.