Yeah this is sad that something like this has happened. To lose baggage is not that easy with the systems that are in place from what I have seen but it does happen. I think a lot of airlines just do not care as they have consolidated to the point that you have to fly with certain airlines to get to where you want or you can fly a cheap airline and pay more to get your stuff lost.
Someone forget to put the right numbers in the computer or something? Or were they subject to some kind of digital attack?