I used it when flying first and my bags didn't make the flight. They couldn't help me at all and just told me to fill in the forms online. Very friendly though. Two weeks later I got my bags back. Interestingly they were with Eagle (the company who BA engage to get the bag back to you once it's in the UK) for 2 days before making their trip to me, I asked why it took so long and was told that BA pay the cheapest rate for them to be delivered which was a 48 hour turnaround no matter what class you fly in.