Exactly.

The modern system, employed not just by BA, but most large carriers with worldwide networks, is much more efficient and results in better customer service if one considers customer service to be the time it takes to reunite a bag with a passenger.

Those 35 people may have sounded sympathetic and said all manner of lovely words. But, they had no more access to lost bags than anyone else.

As noted above, WorldTracer provides the same information to you as one of the lovely people at LGW could provide if they still existed. But, WorldTracer is updated relatively instantly and is available to you 24/7. It also provides BA or any other carrier which happens to chance upon a bag, instant information as to where the bag belongs. That means that the process of getting the bag back to you is largely automated and thus expedited.