All the more interesting when you consider that Continental failed to help the inexperienced passenger catch the flight, then flew the bags without the passenger, then demanded £40 to reunite the passenger with the bags as they “failed to collect” the bags from the carousel. You would have to be a very clever pax to collect bags with the Atlantic between you and them.
We had to pay the £40 under duress of them keeping the bags, but obviously we will be pursuing all their failures. (I'm not sure who deals with that sort of problem) I predict a complete waste of our time and effort however, as in my experience, companies that act like this are usually right all the time, and customers are usually wrong all the time.