If so I would welcome your advice especially from anyone in the industry. My parents arrived back from a trip to my brothers in Oz two weeks ago and the case has still not appeared. It is apparantly 'lost at Heathrow' and there is nothing we can do until 21 days have elapsed. My parents are retired and I guess because they are a bit older are really very upset with all of this and the hassle. They have a lot of sentimental stuff in the case including presents for me and baby. The people at the call centre number we have been given to ring have not been very helpful at all. I would just like someone's view on a] whether there is any chance the case will turn up (its now 14 days overdue) and b] what else we can do. My parents didn't take out travel insurance and so are reliant on the airline for compensation. Any advice most grateful, thankyou!