I'm not a fan of the over seas call center thing, however it really doesn't matter who you talked to. They are all looking at the same computer information. You said you've been to the airport. Obviously, it's the same info. Fortunately there are VERY few bags that never show up, however there are still some that don't, and it's possible that Her's is one of them.
One thing that might help is to have her get together a list, as best she can of what's inside the bag. The problem is all too often people don't put a name tag on the outside of the bag with their own info. Either they just don't bother, they borrowed the bag and it still only has Aunt Sussie's name tag or worse yet, I've seen people quite often grab a name tag from the counter and put it on blank. Even if she did have one, it's still possible that the handle has come off one way or another, and so the contents would then be the only way to identify what's inside. I would also go to the airport for this,as the over seas call centers may loose some of the info in translation.
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