Originally Posted by Fairon

Unfortunately, our bags weren't even on the bottom of a pile. Chances are, they were still in the Heathrow baggage system, nicely parked in bar-coded trays each, waiting to be put on a plane. The tags didn't come of, they didn't miss a plane, it was human error and negligence. So we simply wanted BA to deal with the bags in the way they should have in the first place. And as it turned out, once I managed to get hold of an actual baggage team number, it was very quickly sorted. Because the bags were never lost. And if they are not lost, they will not be found.

I am just astonished how people seem to accept mistakes and bad behaviour, just because it's the airline industry. I don't believe a tradesperson would be allowed to, for example, take 3 months installing a window (leaving the house to the elements), when the contract says one day. Nor would he be considered doing his job properly, if he forgot to glue and screw in the window properly. Surely, when the window blows out in a storm, as a consequence, an arbitrator wouldn't be saying: "Storms happen, that caused the window to fall out. The tradesperson did install a window, doesn't matter how long it took and the inconvenience you had doesn't matter. He did fulfill is contract.