It’s thanks to fellow passengers who supported mom that she got her stuff back. Many other passengers complained that the thief was also going through their stuff. Your crew handled the situation terribly. Hoping to have this resolved, being robbed mid air is deeply troubling.
The crew also explained that she could choose to file a formal complaint upon arrival, for which she would need to be present in person, and they respected her decision not to pursue the matter further due to her connecting flight. (3/4)