You're right - it's not a refusal to help but a complete inability to help. It sounds like a cooperative fuckup by Air Berlin and whomever they outsourced handl

You're right - it's not a refusal to help but a complete inability to help. It sounds like a cooperative fuckup by Air Berlin and whomever they outsourced handling lost baggage to, with the effect that procedures are opaque and make it impossible for people in charge of helping customers to do their job.