The Christmas holiday had recently passed, and one of our Customers couldn’t wait to use his brand-new Kindle on his flight. While in the air, he placed the device in the seat back pocket—and forgot about it. It wasn’t until after he arrived at his final destination that he realized it was gone. Luckily, the Customer called Southwest to file a lost and found report, and the Kindle was quickly returned. Scenarios like this happen every day at Southwest.
Today, we are excited to announce a more streamlined process for Customers to report their missing belongings on southwest.com. The new form can be found by visiting southwest.comand navigating to the Baggage Policies page, which is located under the Customer Service link at the bottom of the homepage.
You can also click “Help” in the upper right-hand corner of southwest.com and select the form under “Questions We Hear the Most.” After the form is successfully submitted, you will get an e-mail stating that the report has been received, and the hunt for the missing item will begin. You won’t have to worry about checking in with us because we will periodically send e-mail updates regarding the status of the search for up to 30 days. If we haven’t been able to reunite you with your lost item on day 30, we’ll send an e-mail letting you know that we’ve been unfortunately unable to locate the item and have ended the search.
We’ve all experienced the dreadful moment when we realize we’ve lost something special to us. With this new process, we hope to reunite our Customers with their missing belongings faster and more effectively than ever before.