Yesterday my wife flew from Edinburgh to Beirut via Frankfurt, and on landing in Beirut received an email stating: "We are sorry that your baggage could not be loaded on schedule" and inviting her to make a claim online.

We are assuming the connection was too tight and the bag didn't make the plane... the problem, now, is that the claim has been made and there is absolutely no information available. The claim portal says they are trying to locate the bag. Customer service has no information and merely tells us to go online.

Does anyone have any experience getting information out of the baggage service department? We have some places to go soon and won't be in Beirut, so this is extremely annoying and we really need the stuff in that suitcase.

We just sat on hold for about three hours with what was allegedly their baggage department, and hung up because we did not get through and needed to go to bed.

Any way to get a human, or other tips on how to handle this?