The Irony of Luggage

Dear British Airways,

In the last 10 days I have the opportunity to use 8 flights, booked through an agent. The airline was British Airways, although 4 of these flights were "partner flights" by American Airlines. Would you believe that on 2 of these trips, Chicago to Omaha (operated by American Airlines) and Johannesburg to Cape Town (Operated by Comair) my Luggage was delayed. But 2 completely different experiences. American Airlines handled it extremely professionally and I was kept in the loop … The BA experience however, FAR from that.

No communication, not as much as a reference number. A luggage breakdown in JHB on 14th October caused my issues. When I eventually managed to get in touch with the luggage department at Cape Town international (Because their phones were off the hook) I was told that they think they saw my bag and delivery should happen. When asked when or how I might get them back, no answer could be provided. 2 house later I managed to get hold of them again, this time I was told that my luggage wold be delivered and was in fact, on its way. Really? well, maybe not because it was apparently going to be delivered by 12:00 that night. To my surprise, still no luggage. And further to that still no communication. It is now 18 hours after landing and I have no idea if or when I may see my luggage again. Even insurance allows for 6 hours. Sure, I can that you may be very busy with the luggage you losing, but how about some communication, some customer service?