Have you ever had your luggage being lost by the airline company?
It's terrible experience. Especially if you are visiting someone and you are bringing gifts. Even worse, if you know that in one day you need to move to a different place.
In EU, even though there must be some sort of compensation, it is very hard to figure out what you need to do. And on top of that, it is even more inconvenient to send that gift to your friend once you receive your luggage.
The airline companies must find a better logistic way to sort this kind of problems! But until they treat every case with the same urgency, the travelers will treat every airline company the same way.
No wonder why more and more travelers don't even care about airline brand and service, but only about the price.
The moral of the story is if you don't know how to support your customer when the things are worse for them, don't expect them to do something for you too!