[jimworcs]

You have misunderstood my example. The stores which accept returns was to illustrate the principle of companies going beyond their legal obligations, to satisfy the customer. No store is under any obligation to accept returns, but do so voluntarily to ensure satisfied customers.
In this case, Lufthansa's actions are particularly egregious because the 'lost' items were the ones located by Lufthansa to verify the bag was hers. So having lost her bag, they compounded their error by then losing further items. That is gross negligence, and deserves a more appropriate response than the legal 'minimum'.

The reason we won't agree is because the airline industry post de-regulation has been able to exploit their power and abuse their customers. The staff have been cut to bare minimums, are stressed, disempowered and often seeking simply to get the passenger out of their face, rather than genuinely trying to help. It is a cynical disregard for the vulnerability of their customers and arrogant. Before all you airline employees (and ex employees) vent your wrath, I acknowledge that not all airline employees are like this, some customers are obnoxious but in recent years the attitudes of the airlines to their customers has changed dramatically for the worse and it is time action was taken. Shall we leave it there?