Author Topic: Southwest Lost Bag Policy  (Read 9319 times)

Unique User

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Southwest Lost Bag Policy
« on: December 20, 2016, 06:39:06 PM »
So we are trying to take a fun family vacation in Jamaica (on points, yay!), but we got here Monday and our bags never showed up.  We have absolutely nothing.  It's Tuesday night and still no bags.  The people at Southwest baggage in the Jamaican airport and at the resort told us we would get $100 per person, per day while our bags are missing and to just keep our receipts for everything.  Supposedly they are supposed to be here sometime tonight or by morning.  I've reluctantly spent around $300 on tshirts, bathing suits, flip flops and toiletries and sadly, that is just on the very, very basics.  Question is, are they telling me the truth?  Has anyone experienced this?  I can't find anything on the Southwest website and I feel like this is just a ruse to keep people quiet. 

WildJager

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Re: Southwest Lost Bag Policy
« Reply #1 on: December 20, 2016, 08:03:19 PM »
I am not an expert on this, but from what I've heard from colleagues is that Southwest doesn't scan baggage at every port like most airlines do.  They instead only track departure and arrival.  Therefore, baggage lost enroute don't necessarily have an ETA beyond the bro system if anyone is willing to help (and has some insight). 

I don't fly southwest much because of my geographic location, but from my partners that do that's their story.  It took a couple days for the luggage to be recovered during a recent trip due to a canceled flight.

Clean Shaven

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Re: Southwest Lost Bag Policy
« Reply #2 on: December 20, 2016, 08:25:02 PM »
Can't help on the lost baggage policy, but can offer a data point on their generosity on late and damaged bags:

1) SWA didn't get our bags on the plane on a return flight home from a trip.  No big deal, we're going home.  They offered $50 voucher if I picked up the bags at the airport the next day -- which I happily accepted, and did.

2) SWA damaged a bag on another flight -- a small hole, a slice, and a ripped seam.  Showed them at the airport baggage claim department.  After some brief back-and-forth, they offered a $100 voucher for compensation, which I accepted.  The bag is repairable, just won't look as pretty -- no big deal.

So, personally, I think SWA will help you out.  It's frustrating, I know, but they seem to be pretty decent all around.

nnls

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Re: Southwest Lost Bag Policy
« Reply #3 on: December 21, 2016, 02:42:30 AM »
from their website

https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf

Quote
General. The liability, if any, of Carrier for loss of, damage to, or delay in the delivery
of Checked or carryon Baggage and/or its contents, with the exception of
wheelchairs, mobility aids, and assistive devices used by a Qualified Individual with a
Disability, is limited to the proven amount of damage or loss, but in no event shall be
greater than $3,500.00 per fare paying Passenger pursuant to 14 CFR § 254.4
unless the Passenger at time of check-in has declared the value of the baggage to be
in excess of Three Thousand Five Hundred Dollars ($3,500.00) ("excess valuation")
and has paid an additional charge of One Dollar ($1.00) for each One Hundred
Dollars ($100.00) of excess valuation. See Paragraph (2) below for excess valuation
limitations and Section 8 for information regarding international travel.
(i) Carrier will compensate the Passenger for reasonable, documented damages
incurred as a direct result of the loss of, damage to, or substantially delayed
delivery of such Baggage up to the limit of liability, provided the Passenger has
exercised reasonable efforts and good judgment to minimize the amount of
damage. Actual value for reimbursement of lost or damaged property shall be
determined by the documented original purchase price less depreciation for prior
usage.
(ii) Southwest does not assume liability for claims of missing or damaged articles if a
Passenger’s Checked Baggage is not damaged, delayed, or lost.

It doesnt say anything about $100 per day.

Here in Australia I had a bag lost for 7 days, I submitted receipts for clothing, toothbrush and whatever else and got most of it reimbursed it valued about $1000 - though thats not much help since it wasnt South West

Mrs.MLM

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Re: Southwest Lost Bag Policy
« Reply #4 on: December 21, 2016, 12:27:50 PM »
My bags were lost on the way to a funeral and they were going to give me money to buy clothes. I don't remember how much because they then confirmed my bags were on the next flight from our city, so we just waited a bit for them to show up. Southwest still gave me a $50 voucher for the inconvenience. I think they'll take care of you.

JoJo

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Re: Southwest Lost Bag Policy
« Reply #5 on: December 22, 2016, 07:28:19 AM »
I've had bags delayed twice this year (5 days in one case and 1.5 days in another) and haven't got squat (but maybe because I didn't push the situation).  Not with Southwest.
What CC did you use to book the trip?  The CSR has baggage delay included.

Unique User

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Re: Southwest Lost Bag Policy
« Reply #6 on: December 26, 2016, 08:06:22 AM »
Thanks for all the replies, I'm hopeful Southwest will take care of us.  I had two people from SWA corporate confirmed they will reimburse up to $100 a day, we'll see now if they actually do when they reopen tomorrow.  We finally got one bag on Thursday night, no word yet on the other two bags.  At least it has proven to me how lightly I can travel from now on!

marion10

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Re: Southwest Lost Bag Policy
« Reply #7 on: December 26, 2016, 08:10:35 AM »
If you bought your tickets with a credit care- you may also have some travel insurance that might cover expenses.

ender

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Re: Southwest Lost Bag Policy
« Reply #8 on: December 26, 2016, 08:25:13 AM »
If you bought your tickets with a credit care- you may also have some travel insurance that might cover expenses.

Was going to suggest this - a lot of cards have some amount of service for this sort of inconvenience.

frugaldrummer

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Re: Southwest Lost Bag Policy
« Reply #9 on: December 26, 2016, 12:55:26 PM »
And on a separate note - once had a lost (actually delayed) bag and learned that the airline doesn't cover the value of any electronics in the bag. So never put your computer, cameras etc in the checked luggage - should always be in your carry-on.

zolotiyeruki

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Re: Southwest Lost Bag Policy
« Reply #10 on: December 26, 2016, 01:34:10 PM »
I am not an expert on this, but from what I've heard from colleagues is that Southwest doesn't scan baggage at every port like most airlines do.  They instead only track departure and arrival.  Therefore, baggage lost enroute don't necessarily have an ETA beyond the bro system if anyone is willing to help (and has some insight). 
Yup, that's true.  They scan it when you check it, and they scan it when it goes onto the baggage claim, and nowhere in between.  A couple months back, my colleague's checked bag got lost on SW.  He was leaving to drive across the country just a few hours later, and he *really* needed that bag.  The SW employees couldn't really tell him where his bag was--they simply don't track bags between the time you check it and the time it goes to the baggage claim.

As it turned out, the bag had fallen off the baggage train, and sat out on the concrete for several hours before they found it and returned it to him.

CloserToFree

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Re: Southwest Lost Bag Policy
« Reply #11 on: December 26, 2016, 06:28:27 PM »
10+ years ago, Southwest lost my bag and didn't locate it for a full week.  I seem to recall that they did reimburse something like $100/day for the 7 days I was without the baggage - just submitted receipts, no questions asked and they threw in a free r/t voucher too (I complained via letter about it taking a week to find the bag).  The bag ultimately surfaced and everything was intact so no real harm done, but it was nice to get the cash and the voucher.  SW usually has great customer service so don't be afraid to ask for a better deal too.

Cassie

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Re: Southwest Lost Bag Policy
« Reply #12 on: December 26, 2016, 06:45:20 PM »
We were without our bags for 4 days going to a wedding. We had to buy suits/dresses, shoes everything. Submitted receipts and got our $. I think this is pretty standard for the airlines.