Originally Posted by Murraymint

Any ideas on this one?
My son was flying yesterday GLA-LHR-BOS. On arrival at LHR his carry on was missing from the overhead locker. He waited until everyone had disembarked but there was no bags left on the aircraft - fortunately his passport/laptop etc was in a rucksack under the seat. He went to the BA desk to report it and by the time he had done this he missed his connection - fortunately they moved him to a later flight.
Anyway, the BA desk said that they couldn’t help and told him to phone the BA lost luggage line. He’s back in BOS now but the BA line is saying that they can’t help unless he has a checked luggage reference number.
Should he try customer service as his insurance are saying they need a BA reference number? I’m wondering if he should report it stolen to the Police and try giving the insurance a crime number?