A search did not yield much in answers. Last week by brother and friends were flying NW from BWI-DTW-LGW. They get to BWI and were VDB'd for $300 travel voucher, given some meal vouchers and re-booked on a US BWI-CLT-LGW later that day. They were told they could pick up their checked bags at LGW when the DTW-LGW flight arrived

The US flights made it on time and they waited at LGW for the DTW-LGW flight to show. And you guessed it...no bags. NW flew the bags from BWI-DTW, but would not fly them DTW-LGW because they were not connected to a pax travelling on the plane. After several days, they received the bags. My questions are:

1. Why would they fly the bags BWI-DTW but not DTW-LGW, where was the screw-up?

2. What compensation are they entitled to and what is the best way to go about filing for the compensation? I already advised him to save records of phone charges, receipts for any necessities purchased, etc..

My apologies for ignorance on this, I have never flown NW so I have no idea about policies/procedures or customer service.