My parents flew from spain to Australia on the 13th of Feb 2010, They had to pick up there suitcase in Guangzhou, where one of their suitcases didn't show up. They filed a claim form and where told when they got in Australia to inform the China southern office in Melbourne. Since doing that all we have had is the run around. Someone says ring this number, they say ring the other number, they say ring this other number...well you get the idea. Then we are told it's in Lima, then its in Miami, then its in France.... Where is it! Oh and today i get told they have NO record of the bag at all. Its every frustrating, and 5 weeks later they say all they will pay is $30 per kg. ABSOULTLY RIDICULOS!!! They will be flying back with you company as they have spend all the money on buying clothes and stuff that they need, (which your company haven't eve offered to help with) and don’t have the money to buy a ticket on a different airline. The least you could do is upgrade them for all of these they have to go though. AND just so you know we are going to be seeking legal advice. Coz it’s a joke!!!