American lost my bag on the way back from Italy a few years back, wouldn't answer the phone, called security when I went back to the baggage claim at the airport to ask them what was going on, and when they found the bag, they sent it to San Jose Costa Rica on a boat, instead of San Jose California. Of course I never saw that bag again.

I learned that baggage losses are balanced against the cost of paying for more reliable and trustworthy baggage handlers, and customer service is subject to a similar balancing act.

I also started travelling lighter, and keeping an extra day's clothing in my carry-on bag. It's much more difficult to be prepared for baggage loss with a kid, but it was worth it. Try running out of diapers because planes are delayed. When was the last time you saw diapers for sale in an airport?