Damage to bags is caused by the ground handlers which are nothing to do with the airlinbe ( unless they are self handling!) . So Zoom is correct in implying that its not their fault. Same as leaving things on board the aircraft. You are told on landing to check the overhead lockers and the seatpocket and overhead lockers before leaving the aircraft. but hey - if you don't listen to the pa's you only have yourself to blame. You can't blame zoom for all your misfortunes. P.s 3 hours isnt a lot of time to change aircraft / airline in london either!!!! Epecially with a transfer to Heathrow. So all the evidence leads to your mistakes not theirs