I travelled from Ljubliana to Manchester with BA. The flight from Slovenia to London was pleasant and easy. It seems that modern, inefficient ways have yet to reach Slovenia. Every aspect of my flight from London to Manchester was appalling. I was shouted at by BA staff, I was told I had to give my hand luggage to the hold because I was only economy class and had to do what I was told. This same luggage was lost, I had to spend time reporting that at the airport, and I missed my train to my friend's house and had to spend £80 on a taxi. I was told my luggage would be at my friend's house by midday the next day. It wasn't. No word from BA about it. I finally called - it was obvious the airline had no clue where my luggage was. I gave some more information about what was in the bag, it was found a day later, and was told it should be delivered within a day or two. Of course it wasn't. By this time I have spent hours on the phone. I have left my friend's house by now, leaving the UK as I don't live here any more. My friend is going away, so I think I will update BA so they don't deliver when my friend isn't there. The operator tells me she has no idea where my luggage is - please call Manchester airport. I call three times. The first two times noone answers. The third time the line just goes dead. I asked to speak to the operator's manager. Not possible - obviously because too many people ask for this. The complaints procedure is some lenghty one which at this point I can't be bothered with. I still don't have my bag, and at this point really don't know if I will ever have it again. I certainly don't have the time or the mental capacity to spend more time attempting to find it. I repeat - appalling incompetence. UPDATE - finally after weeks of no communication, BA writes to me, telling me they can prove they put my bag on the plane, and that noone else took it in Manchester. Therefore it must have arrived, and been stolen in Manchester, and they are not responsible. Unbelievable from a formerly great airline.