Which of the web forms did you use - the customer service one, or the one for reservations and pre-travel enquiries?

I normally get a good response when using the former, wheras the latter is hit and miss - sometimes you get a response, sometimes you don't (I still haven't had a response to a question I submitted three months ago - but have now found the answer elsewhere)

My most recent experience goes back about three years (and the bag was transferred from someone else's flight to a KLM one), so I help directly... but thought I'd give you a heads-up about those webforms.