After arriving (without delays) back yesterday evening on the flight from Rome, which landed around 9.45pm, I received both an email and a text message at around 1am this morning to let me know that they could not deliver my baggage, including the line "We know we’ve let you down, but we wanted to let you know as soon as possible so that you don’t wait in the baggage hall. "

Two issues with this: first, by this point I would have been stood in the baggage hall for 3 hours and second, I didn't have any hold baggage.

Definitely some investment needed....