well spoken nkohleriter
I like the fact that you are going to tell your congressman. I hope eventually enough of these letters will get to the right persons and enough of the general public will wake up and DEMAND better service. One of the problems in the airline industry is that MOST customers do receive their luggage and the rest of the less than 1% who have problems are not treated like customers should be in business.
When I used to work for American on the front line at a small airport (performing multiple jobs) I did not have the resources to help customers with problems such as yours which can come off as bad customer service. Bad on the part of the company and futile to the employee handling the situation. I was essentially paid to "deal" with the customer but not given any real power to get anything done like give reasonable compensation. I hated being in that position but I also witnessed many persons who just tried to take advantage and steal. It seems the customer service road is one way. Good luck to you.
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