Lostinlondon:
You have to file COMPLAINTS through the website. Have you ever tried to file a complaint through the numbers "conveniently listed on the website"? Probably not because you would know that they do not accept complaints if you try to call, they will direct you to the website. In, addition, I tried to file a complaint at the ticket desk, they will direct you to the website as well or hand you a booklet to fill out to be mailed.
As far as the lost baggage number, yes they can be reached via telephone which is what I meant when I said "I had to call THEM". I had to call them to get my luggage. Do you now See the difference?...File a Complaint VS Retrieve My Luggage.
You clearly have no idea what customer service is (You must work for the airline). There are plenty of things that could have been done.
1. They could have called me to update me on my luggage and to let me know when to expect it(They do it in the States)
2. Since they can not track the luggage once given to the courier,They could have called the courier to get an accurate arrival time to expect my luggage.
3. Or, They could have given me the courier number so that I could follow up.
4. They could hold their couriers more accountable for their deliveries. I was without luggage for almost 3 days because the courier did not give an accurate time for delivery.