Skip to main content

Southwest Airlines Community

Land of the Lost Just Got Easier to Find!

Not applicable

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.

Baggage

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.com and 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.  

32 Comments
Not applicable
Great post to share! I left my purse on a plane about ten years ago and was never able to recover it. I love how Southwest is making the effort to locate and return lost items more easily, and increasing awareness of how to go about the process. Thanks! Britten Feldman Freeman School student
Not applicable
While this appears to be a turn for the better, I have my serious doubts. In December my wife and I traveled with another couple from Spokane to Las Vegas and one of our checked bags was lost. We immediately went to report it to an agent. We were in Las Vegas for five days without most of our clothes (luckily we had put some clothes for each of us into both bags) and only the underwear we wore (my wife got the task of washing them each day in the hotel sink as we had not done the same thing with these as we did our clothes, lesson learned). We repeatedly called SW to check on the status since they did not bother reporting in with us. (The plane's only other stop was in Phoenix after Las Vegas, so there shouldn't have been many options for our bag to have wound up at.) After reurning home we filed the claim and a couple of weeks later we were told that we would have to show proof of ownership for at least $300 worth of our $900 claim. I realize that this sounds like ALOT of money for a claim but do the quick math for replacing several outfits a couple of jackets, unmentionables, and a replacement piece of luggage...it adds up fast doesn't it? We for one (or should that be two?) don't keep receipts for clothes that fit...or underwear and socks...or luggage that, while may be several years old, still needed to be replaced. I realize that there are some people that are looking for new ways to scam businesses and corporations everyday, but there has got to be some accountability on the airline industries part to ensure it customers that the luggage that they are paid (quite handsomely I might add) to put on the correct plane and take off at the correct destination airport. We have seen news pieces documenting instances where luggage has been reported as missing and it is stored in warehouses for eternity. I understand that some if these may not have any identification on them to return them to the rightful owners but some, such as ours does have the ID tag attached with our address and phone number. If anyone from Southwest airlines would care to contact me with an update on our claim please feel free to do so. Until then I will follow the lead that I have seen countless other passengers do (and which I have detested up to this point) which is to use carry-on luggage (which pushes the envelope on appropriate size for overhead storage) which in turn delays flights.
Not applicable
Another option is to NOT USE THE SEATBACK POCKET for any items you do not want to forget... I never put anything that I want away anywhere else but my luggage. That way I do not lose stuff. I have tried to instill this in my 9 yr old son, too. So far he as managed to keep his ipod touch for 4+ years by being responsible.
Not applicable
Although this sounds like a great improvement, it still sounds just like what I was told last month when I left my tablet on my flight from OAK to DEN. I arrived in DEN and got to the baggage claim I realized I left my tablet in the seat pocket. I went to the baggage claim counter and had to wait in a suprising long line. During this time my plane had already been "cleaned" and was gone. When I finally got to the counter they could not get a hold of anyone at the gate to see if my tablet had been recovered. I was told that I probably won't see it again as it is a poplular item (nice trust in your fellow employees!) My information was taken and I was told I would hear back within 24 hours. After 2 days there was no call, so I called Southwest, they did not have my information and said it would be ANOTHER 24 hours to hear back. AGAIN another 2 days passed and no call. I called again and was then told that they do not contact customers unless they find the item! So basically because of your "honest" staff and great customer communication I was in the dark about my item. I do take the responsibility for leaving it behind, but my experience in trying to report it was horrible. I know not everyone is honest, but I tried to recover it in less than an hour and only Southwest Employees (or whoever they have cleaning the planes) had access to it as I was the last person to deplane. I felt from the begining ("It's probably gone" were the exact words I was told) that I shouldn't have even bothered to report it. Then when there was no record found when I called and promised a call back that did not happen twice! It seemed obvious that Southwest was not concerned about any missing item. So I guess I just hope SouthWest follows thru on this pledge. Because I would hate to think that Scenarios like mine happen every day at Southwest.
Not applicable
well I left 2 boxes of Sees "nuts and chews" on a flight from California to Seattle...called immediately and reported it and I am still waiting for someone to let me know if they found them! I do hope who ever found them enjoyed them...by the way I was one of the last off the plane!
Not applicable
I was commenting here to find out if there is any one we can contact directly? I just lost my black Mac book on a flight from San Jose to burbank yesterday, I know the form said theyll be looking, but how can I be sure?
Not applicable
I recently was informed by customerservice@lostandfound.aero that an item had been found but I need to give them an FedEx number so I can get it back. I feel uncomfortable about doing that not knowing if they are legitimate or not....if this is truly the Southwest Lost and Found then I guess I dont have a choice but they refuse to give out a phone number
Not applicable
I left an item on a plane yesterday, from BHM to BWI, Flight 1015, Sept 6th. I filed a lost and found report on the web site, and I also called BWI and Columbus (where the flight terminated). The person I spoke to at Columbus was very helpful but he told me that if for some reason the item is not found and stays on the plane, Southwest would not proactively track down which plane it was and search the plane to see if the cleaners missed it. In my case it's a prayer shawl (tallis) and tephillin bag in a felt blue bag in a transparent case, which is unlikely to be stolen, but might be left by cleaners who might mistake it for aircraft equipment. It would be nice to know that someone had actually taken the trouble to locate the plane and go and look for the item, I'd even do it myself if someone told me the next time it was going to be in Baltimore.
Not applicable
I am 6 days in to a lost cell phone saga and the new process is not working so well so far. I knew I left my cell phone the moment I was at baggage claim in STL. STL baggage claim called up to the gate but the plane was already on the way to BWI. They told me to fill out the online lost item form. It was frustrating not to be able to contain the situation by enabling STL or my self to call BWI and have them be on the lookout for the phone. The next day things were looking up BWI called my wife the phone had been found. Come to BWI and pick it up. She stated we were coming to BWI anyway in 3 days time. That employee wasn't from baggage claim evidently. No name, number or address was attached to the phone before handing it over to baggage claim. Baggage claim followed the policy of shipping valuable items to the 3rd party processor in Alabama after 24 hours. Meanwhile I've gotten two emails from aero about not finding my phone. I understand SW has to do this because of the volume of lost items but it is sure frustrating not to be able to contain the lost at specific stages. Also no specifics were attached to the item found of flght #, location, etc.. Now it is in a sea of lost items will little hope of return.
Not applicable
Hi John .. Sorry to learn of your lost cell phone. I have forwarded your comment to our Customer Relations Team for follow up. Hopefully they will be able to help.
Not applicable
Retraction & good news I just got a FedEx tracking email from Alabama & the lost item report was closed. I also want to convey irregardless of this outcome Southwest personnel have been great. They were patient, attentive and did everything they were able to do to help find the item. From the lady at STL baggage claim that stopped what she was doing to call the departing gate to the BWI baggage claim supervisor that checked his shipping records.
Not applicable
Awesome news!
Not applicable
Hello, I lost a black GUESS brand leather wallet on flight 4135 flying from PDX to LAS. The wallet contained $250 cash, my student ID card from Lake Oswego High School, and a bunch of gift cards, some unused. I already filled an online report but I have only received 2 automated messages. Any help would be appreciated, the wallet has great value to me. Thanks. -Cher
Not applicable
Hi Cher ... I am so sorry to learn about your lost wallet. I have forwarded your comment to our Customer Relations Team in hopes that they will be able to provide more information for you. Best of luck.
Not applicable
Hello, my son who is disabled left his brown messenger bag in overhead compartment monday 7/ 21/2014 flight #2159 from SNA to SMF. It had some cash his state ID, school ID, debit card and misc. items. Very concerned about his travel on return flight home with no ID. He is traveling alone in wheelchair speech slurred which makes him hard to understand at times so the frustration of not having ID and having to explain what happen is causing anxiety and a whole lot of stress for him and I both. Can someone PLEASE HELP getting nowhere with lost item claim !!!
Not applicable
Hi Danyell ... I'm sorry to learn about your son's lost bag. I have forwarded your comment to our Customer Relations Team who will reach out to you directly.
Not applicable
I left my iPod and ear buds on a plane from DEN to RDU on June 28, 2014. Original List Item Report # 273459 filed on 6/28. Second List Item Report # 293935 filed on 7/25. Serial number is provided in the reports. My property was found by a SW flight attendant and I was phoned by Ops Agent. It was sent to the 3rd party facility in Alabama. PLEASE help reunite me with my property Millie!!! The Lost Item process is not working for me. Thanks, Mike
Not applicable
Oh no! We'll do our best Mike to get it back to you. Our CR Team is on it!
Not applicable
Thanks Millie - I appreciate you assistance! Please let me know what I can do to assist. My FexEx account number is in my Lost Item Reports. Mike
Not applicable
Hello Millie! I also left a cell phone on a flight from LA to Phoenix. I reported this on the site. I received an email stating they continued to "diligently search". I'm not sure that the "recovery team" understands what that means because I can tell them exactly where it is and also see it on the Find My phone App. I can even make play a sound for them, but I was told they can not go look for it someone must turn it in. "Diligently search"...?..,ehh
Not applicable
I know this is a frustrating situation for you Ethan. I'm not up-to-date on all the guidelines that surround the retrieval of lost items, but I'm sure our Employees are doing their best. I have forwarded you message to our CR Team to see what they can do from their end. All the best ...
Not applicable
I wish the Customer Service Agent on the phone as well as the website would have told me items are shipped to Alabama after only one day. I had no idea the urgency of returning to the airport. It was late, DAL was closing behind our delayed flight, and we didn't discover the loss for 20 miles. Filling out the form is fine, but shouldn't the website or CSA tell you to return to the airport within 24 hours? Lost item report #295034, July 26, 2014.
Not applicable
I left my video camera (with important footage of course) on the plane in a small black camera bag, but also in the pocket of that bag was all my wallet stuff, credit cards, ID, etc. I filled out the form, received a few emails that they didn't find anything. Is there anything else I can do? I really wish I knew more about their process. I know it gets shipped off to a warehouse, but if I update my lost and found report with more detail, does it trigger someone to go look again? How do I know someone is doing something? I wish I send an email somewhere or make a phone call but it seems like it's just a black hole.
Not applicable
Hi Millie. SW called me on Saturday, but had no new information what so ever. How can we light a fire under the Lost & Found 3rd party company in Alabama? How can I contact them? This should be very simple since my report has the serial number which is on my iPod. It has been almost six weeks and I was told that it take no longer than four weeks. Thanks, Mike
Not applicable
Hi Mike ... I'm sorry that our CR Folks couldn't offer any additional information. I know that they exhausted all thier resources, and I'm sorry that I'm not able to offer any additional insight into the situation.
Not applicable
I left my phone at the terminal on 5/9/15 and although I spoke to a Southwest employee who said she would give it to a supervisor and I could reclaim upon my return (7 days later) at the baggage customer service desk, to my surprise they did not have it. Had I known that they could only retain for 3 days, I would have sent someone to pick it up. The fact that I gave her my alternate contact information made no difference. It would have been nice if they called and told me to send someone over to pick up. I'm praying it's not altogether lost!
Not applicable
FYI claim number 514373
Not applicable
I was able to get into "Find my iPhone" and it is in Huntsville, Alabama site. Can you please tell me how long I will have to wait to get it returned? I provided model number and all when I filed claim 514373. Would it be quicker for me to travel to pick up? Would they hand it over? Thank you.
Not applicable
Hi Southerst team. I lost my Motorola Android E2 phone. Submitted a report #604406; no response or updates yet..
New Arrival

Hi-

I am going through the lost and found process as well and figured this would be worth a shot.  I can't imagine trying to reunite customers with their lost items.  My only disappointment (other than leaving the item) is that when I called Southwest the next day they sent me straight to the website rather than indicating that I could have called the local San Diego baggage office.  So if my Chanel eyeglass case was in San Diego (which I expect it was since I found out later that a man had held up a black eyeglass case on the airplane asking if it was anybody's) I could have had a better chance of being reunited with it before it was shipped to a sea of lost items in Atlanta.  I was also unable to go back and add a photo to the original lost report.

 

Any help would be appreciated.

Holly Rucker 619-405-6554

Report Information

Report ID:

1293802

 

 

Looks like thisLooks like this

 

 Lost on Monday, September 4th at 8AM in San Diego,  Flight #1574
 
Help us find your item - what makes it unique?

It is a black Chanel quilted eyeglass case so it has the Chanel logo on it. The Chanel logo looks like a backwards C and frontwards C intertwined. I just found out today (9-15-17) from my son that a man on the airplane found a black eyeglass case and asked if it was anybody's. My son did not know it was mine. I am guessing that the man turned it into the Southwest in San Diego. Not sure if this helps...

New Arrival

Sony Voice Recorder Lost Report 1451122Sony Voice Recorder Lost Report 1451122Ipod Lost Report Id 1451122Ipod Lost Report Id 1451122Amphipod Armband Lost Report Id 1451122Amphipod Armband Lost Report Id 1451122Date Lost: 07/16/2018; Lost Item Report Id: 1451122 Both my devices - my Apple Ipod (charcoal color) and my Sony recording device (black color) in an "Amphipod" branded armband case in the seatback pouch on Southwest flight# 2495 from Chicago MDW to Newark EWR on July 16th 2018. Flight landed in EWR at 8:56AM. Depending on when my items were found in the seat back pocket, the items could be reported at any lost & found baggage claims & eventually routed to the central lost & found Alabama facility. I sincerely hope someone will find it, turn it in and reunite with me.

 

Images show the iPOD device, Sony voice recorder & Amphipod Armband Both the above devices should be found in the armband case shown below

 

Thank you

ShankarRam Bhaskaran

New Arrival

My daughter left a Samsung Galaxy on a flight. It wasn't in service but had my phone number printed on the back of the case. I was really surprised when I got a call that said that the item was found and could be returned. The representative was very helpful, filed a lost claim for me (I hadn't done so because I had no idea where she lost the phone on our trip) and told me the next steps to get it back. I got the email and it said I would have to pay shipping, seemed fair. Then I logged in and found out how much... the cheapest option is $38.09! There is no way that it should cost that much money to get a phone shipped back. I understand that they need to recover some money but wow. Maybe offer USPS shipping for the $8 it would cost and then throw a fee of $5 on top of that or something. I can't be bothered with the phone for $40. That's dissapointing.