10secondsurvey,
Unfortunately the
AUC (pdf) doesn't agree with the rosy picture you paint.
But it is a worrying indication that far too many people are having problems with baggage that they entrust to the care of an airline, and that many of those who have such problems are having difficulty in obtaining suitable redress.
When things go wrong, which fortunately doesn't often happen, passengers are not treated well.
How are things at Heathrow? Found that leg yet? I bet the owners of the 20,000 bags there would be delighted for their luggage to only be 1hr 45 minutes late.