My wife and I flew from ATL to ARN the beginning of Thanksgiving week. We flew ATL to FRA on DL and connected on LH (actually an SAS flight/coedshared with LH) from FRA to ARN. There were no problems at all on this part of the itinerary.

On the return we flew LH from ARN to FRA and connected to DL from FRA to ATL. Upon our arrival in ATL, one of our two checked bags does not arrive. We file a claim with DL Baggage Service. We give them a description of the bag, the claim check info, etc. The description included the fact that the bag had two VERY secure tags on different handles with my wife's name and SM number. There was also a multi-colored strap around the bag with the same info. Also, her name and SM number were on tags in two outside pockets of the bag (a 27" Hartmann--not something that will get lost under a seat cushion).

Almost 72 hours later, DL still has no information on the bag. I (again) call a DL Baggage Supervisor (they are all in Augusta, GA, by the way). This time the agent says they have a few possible matches and can I describe the contents of the bag. I do so and she checks and says no, but enters this further info I have given her. She says there is a worldwide system of all airlines that tracks lost/delayed bags. Then, while I'm on the phone with her, she says that some more possible matches have come in based on the updated info I had just given her a few minutes earlier. She asks if the bag would have had a Swedish phrasebook in it. I say yes and she says she thinks she has a match (she's 94% sure ). The bag is in FRA with LH--which would make sense.

She emails LH and they send the bag to ATL the next day and we get it back--with everything in it. The original baggage tag (according to the one LH put on it from FRA to ATL) was missing when the bag got to FRA from ARN, but the strap and the five pieces of ID described above are all there.

Here is my question. We're certainly happy we got the bag back and are glad the system worked to get it to us. Why on Earth, or in the skies above , however, did they have to go through all of that looking through the suitcase and having me describe all the contents, etc. Wouldn't it have made much more sense to just look at one of the FIVE luggage tags with my wife's name and SM number clearly showing, and contacted Delta??? These tags had her last name and said Delta Sky Miles #xxxxxx. We both are pretty sure if I hadn't stayed on top of this and kept talking with DL Baggage Service (and insisting on supervisors, as well) that we would never have seen the bag again. A less experienced traveler would likely have been more passive and would still be waiting. Why should that be when the bag is clearly identified?

Anyone with any ideas?