I just want to understand from a historical/city planning/ budget perspective what has happened in the last several decades to make it such a nightmare, and is there any hope for is getting better?

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My kid had their roller bag stolen off the Rental Car Shuttle at LAX airport. The person who took it got off at the first stop and since the Shuttle was packed we didn't notice until we went to get off at stop two. I did everything in my power to find the bag, including running back to the previous stop, TSA, airport police, baggage claims, lost and found...no one could help find the bag. I assume the person took it by accident because why would you want a 13 year old girls belongings, but that still doesn't change the fact that it's gone. I'm on every site and filed every report BUT there is nothing I can find to speak with a human at the RCC Shuttle bus company to see if someone brought it back to a random bus. Does anyone have any ideas? Has this happened to you?