Checked Baggage Missing

[SWAnotherWokeCo]

BWI Flight to FLL cancelled Friday at midnight. Baggage was not unloaded and SW said that they have 5 days to get it to us. No other information provided. Went back to BWI Saturday because, of course, SW does not answer calls or emails. There is a very long line at BWI for the baggage office. Perhaps 3 hours long however, SW says not to wait in the line and go home and file a missing luggage report online. I can't find that link or form. The amount of misinformation that SW is putting out is staggering! New we supposed to go back to BWI, pay parking and wait in line to get our baggage? Why can't SW contact us when the baggage is located and deliver (like in the old days)?

SW, please re-examine and become familiar with your customer commitments:

"The biggest thing that makes us ‘us’ is our People, and the unique and unrivaled Hospitality they deliver. No one has a Heart for service like the People of Southwest Airlines. No one."

- Bob Jordan, Chief Executive Officer, Southwest Airlines

[TheMiddleSeat]

You can send a message but I would suggest you'll get the best information at the airport. 

Use the contact us link at the bottom of this page and send a message if that's your preference. 

--TheMiddleSeat

[SWAnotherWokeCo]

Thank you, but have tried that except for the option of sending correspondence by mail.

Only problem with going to the airport is that you get a different answer depending on personnel that are encountered (and they can be nasty). 

[SWAnotherWokeCo]

Update:  We went back to BWI today to scavenge for our luggage. Piles of bags but our luggage not in those piles. We then waited in a long line to file missing bags reports and received a Lost/Delayed Baggage Receipt. Apparently our luggage never made it on the plane (we were told the night of the cancellation that the bags were on the plane and could not be retrieved)  so not sure why we could not get the bags that night.

We finally made it through the slowest moving line. SW employees standing around and joking. Not too serious despite the company just having a meltdown. It looked like SW had Flight Attendants trying to operate the terminals but that wasn't going well. Our luggage was in the cargo hold and nobody could access that area to retrieve the luggage. So they gave us a receipt and stated that the luggage will be shipped to us via FEDEX. No estimate of when that will be.

Saw a number of media outlets interviewing people and filming the chaos. Certainly not good publicity for SW