Even if flying on benefits you would still file a claim so that the bags can b traced and sent to you. Also with security regulations, if the bags are in FRA, they cannot be sent on any flight unless there is a claim entered OR the airline sends a teletype message. Even still they can get hung up there for quite some time. I had a case once where a passenger transfered in FRA from one airline to another. One of their bags never showed up in the US.
The passenger had flown Lufthansa into FRA, and United to Washington DC, then my airline the rest of the way. I entered the claim, the bag never showed. I had United enter a courtesy claim (they enter a claim, but it would never get paid out - tracing only) the bag never showed. United sent teletype messages. The bag finally showed up about a month later. Oh, and I had actually called Lufthansa and Untied in FRA and confirmed that the bag was in fact there, but they needed the message sent and claim entered.
I would also guess that she does not actually work for an airline. Sounds like Spain is home, and maybe a language barrier of sorts with picking what group you belong to here??? Her complaint just doesn't sound like something an airline employee would make. Why would she recommend another airline, and I would say if it's her own airline, she's apt to loose her fling benefits talking like that.
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