I have a complaint open now about a case of lost baggage and receiving false information from multiple employees. It's been going on since August 2015 - they take about 8 weeks to respond to every email (if at all) even when I reply to their response within minutes.
Last month they decided I had no claim for compensation because they couldn't find the 'property irregularity report' in the system - something their employee at the luggage desk failed to do. So now I am being punished because of yet another employee failure! Unbelievable...I've sent written mail to their offices in the UK.
At this point I don't care about compensation, just the fact that they don't care about their customers (I'm only silver)
If I hear nothing back in 4 weeks, I'm considering an EECB...
Do you have a copy of the PIR? Never leave the airport before you have that, or have the tracking number for the case printed.