i too have read the horror stories on this and many other sites....but i went ahead and bought a ticket from ny to rome for my Italian wedding. one of the biggest mistakes! My bag never even made it anywhere...and i was told twice a day to call back later there's no news on it's location! We were away for 3 weeks (left on july 24th 2007) it is now August 12th and they still have not found my suitcase. I was repeadedly lied to on the phone from "we have a bag here in rome that we're sure is yours so call back in a bit and identify it" a total lie since when i called back no one knew anything about it...or "call our customer service number in LA"...none exists in LA only in NY. They are complete morons and have no interest in saving their failing company or presenting their country to the world in a good way. I will never fly them again and am pursuing legal action for the disaster of a trip they made this into.
PLease take my advice seriously...i wish i had listened to the others! This is a company that is losing almost a million dollars a day acording to the business news and i'm not surprised.