Speechless

Talked to Brigitte this morning... no news about the lost bag. She worked the phones last night, either the numbers didn't work or she'd get no support. She phoned Iberia this morning but got hung up by the bitch. Yeah, you heard me: B I T C H
So, Brigitte gave up, said she had to get out of the house for a while and cool off. So I gave it another shot. Called the Iberia Luggage Claim Bitch... she said as long as it is a LAN matter she has no wish what so ever to talk to me, and hung up. I could strangle her with my hands. So I got hold of Iberia luggage claim at Madrid airport. At least this guy was helpful and spoke decent english (he was scottish!!!), opened the claim file but only to confirm that he cannot access any further research without LAN giving it an IB filenumber too. So, if I pls could call LAN in Santiago... again..
But I was a little luckier today. Found the LAN central phone number in Chile where a spanish lady who spoke fluent english gave me the phone numbers to the luggage claim at santiago airport and the supervisor of LAN luggage claim in Mendoza. I even got his name: Pablo DiMurro. Hola Pablo... here I come. On the Santiago numbers no luck - I think too early in the morning. But the Pablo number worked just fine. By Roxana picking up the phone. And she knew exactly why I was calling. She gave me some interesting piece of information. 1. The bag was only checked to Santiago, where it probably never arrived. 2. The fact that Tim held two reservations, one AMS-MAD and the other MAD-SAN-MZA, probably added to the confusion. Then Roxana found a bag in Vienna that resembled the description, but it was wrapped in plastic and the dutch adress on it didn't correspond to Tim's.. another poor soul's bag...
I've supplied Roxana with some more descriptive details of the bag, in the file it looked more like a pink/red sport bag, rather than the actual orange/brown travel duffel (like a sailor sac) with shoulders strips in black.
At least it seems she's very professional and most cooperative. I'll leave the matter here.
The consequences are that Bram left without Tim this morning and that Tim most probably will return to Holland. I'd love to have some more information, but I haven't heard from Bram since saturday morning. Could Tim not purchase new equipment, finally Iberia will have to reimburse? Can Tim catch up with Bram when the bag shows up, but not go to the top but rather go for a lower target, adn therefore skip one or two rest/acclimatisation days?? I assume they've gone through all the options. I'll let you knwo when I know all the details. It is a sad beginning of the trip, I cannot even imagine Tim's deception.
Take care out there,
xx Jen