Unfortunately, Jainzar, I wasn't as lucky as you have been (and neither was Arctifox by the sound of it). The baggage handlers didn't call or text me as they had promised. When I called the number they gave, only a robot answered. I left messages but my calls were never returned. My luggage did show up at my hotel 4 days later. I had purchased 2 sets of clothing + a pair of shoes for a conference I was attending (total cost less than US$ 500) and sent a claim in via their online form. Only a robot answered. I did get one mail that appeared to be from a human, but it was only a standard letter that asked me to send the receipts I had already sent with the online form. i answered the mail and re-sent the receipts, but haven't since had a response to that e-mail, nor has any human being from SAS contacted me for that matter. I did find a link to a web-chat service SAS has. About 10 days ago the person there said I would hear back soon CS was working on May 17 and my complaint was from May 19. I contacted the chat service a week later, and was told they couldn't tell me what date CS was working on and that I had to be patient. The person promised they would check and e-mail me back. That sounded nice but then I just got an automated e-mail saying "Hi Regarding your customer care case number xxx ... they have you registered in the system. Best regards SAS" Their ad-campaigns say "We are travellers". I guess they are talking about themselves because they must all be off somewhere having a nice journey while customers like me are left sitting, waiting until they come back and do some work so we can get some service....