[twistedwheelnut]

We travelled from London to New York (Newark) in December. Our bag did not arrive. All our clothes for our vacation were in there (including our New Years Eve party outfits). Continental said that they would deliver our bag the next day but we should buy some essentials up to the value of $100 each.
Next day, still no sign of our bag. So, we had to go and buy some more clothes. We ended up spending 2 days out of our 4 day vacation buying clothes... not what we had gone away for.... vacation ruined.
Bag eventually arrived back in the UK a week after we did.
No apology from Continental.
We put in a claim for the $100 emergency clothes costs.
Continental received the form in February.
It's now the end of June and despite 6 phone calls from me (international rate) to the Continental customer service department and... nothing... no apology, no $100 refund.
Worst customer service it has ever been my misfortune to experience!