Wheres My Suitcase

Infuriating. I’ve had to deal with this «service» three times and it’s never been good. I have no idea why airlines outsource to this company. Their website doesn’t work. Their customer service is a joke and if you’re able to beat all the odds and speak to somebody in your city, they’re lazy and rude. And they don’t even deal with the actual delivery. They outsource it to a courier or a man with a van. So trying to get actual details about where your belongings are is almost impossible. Get names and telephone numbers from everyone you speak to and every company or person you have to deal with.

I was skeptical with all the negative reviews but the service was adequate. My bag was lost at my 6pm arrival at LGA in New York City. Received a phone call from Southwest at 11:30pm that the bag was located and would be delivered the next day. With a huge storm on the way I was nervous.
sent me an email immediately — as described there is no way to contact them other than through their website, and you don’t get a reply. By 7am, I received an email stating my bag would be delivered by 3:30 pm. At 9:30 am I received an email with the drivers first name, photo and a photo of his van… but no way to contact him. Bag arrived as promised at 3:20 pm. I would have preferred some interaction with the company or driver, and a better window so as not to sit around all day waiting for the bag. On the website they did offer the option for the driver to leave the bag without signing for it, but I wasn’t comfortable with that — too much deniability for my taste. But they did indeed deliver.

My baggage was delivered without incident within the 4 hour window that Southwest Airlines told me over the phone. I received prompt updates via email from Where’s my Suitcase indicating the status of delivery. The email showed the picture of the driver and car as well as providing his cell phone number. All in all service was very satisfactory.

I just completed an online complaint to the California Department of Consumer Affairs because a business as appalling as this should not be allowed to operate. Damaged bags, stolen items, shady phone numbers answered by staff that flat out lied to me about attempted deliveries… the jewel in the crown is the supervisor at LAX who told me that in the 27 years that they have been in business, they never received a single complaint:)). Shame on the carriers outsourcing to these people.

Incompetent drivers and dreadful customer service. I’m appalled major airlines use this service for baggage delivery.

The website doesn’t work half the time, and when it does it says they are «selecting a driver». This conflicts with the airline who says my luggage is out for delivery. There is no way to call and reach a live person, and e-​mails are not answered. There is also one case number for the airline, and a separate one for the where’s my suitcase website. Finally, the airline texts and where is my suitcase only emails. This system sucks.

Horrible. The two times out of 15 that I actually got on, it gave me the same message, ‘A driver is being chosen’. The airline was worse. The whole system is a disgrace.

This company was supposed to deliver my bag shortly after it arrived at BWI before noon. It’s 7:46 pm and still has not been delivered. No phone number provided in email sent, only an email address, to which I immediately responded — to no effect. Had to call the airline that mishandled my bag to call this company and tell them to deliver it. Find my suitcase was holding my bag but no instructions from me or the airline said to do that. My take — carry on, carry on, carry on. This company is lame! Avoid them!

My luggage finally made it to DIA. My luggage was picked up at 14:30, it is now 23:00 and my luggage is still not here. I called United, they confirmed that the luggage was picked up at 14:30. They were surprised that it had not been delivered. They called the delivery service and it was going to be 30 more minutes. That was 1 hour and 10 minutes ago.
Nothing I can do since the luggage is no longer at the airport. I have no way of telling who has been going through it since 14:30…

You would think that after American Airlines lost your bags they would pick a service that helps clean up their mess not make it worse. I’m walking distance from the airport and asked my airline if they could deliver my bag. I never was made aware a 3^rd party would handle it nor asked when or how quickly I needed my bag. When I was called by AA it had already been day 3 on the same stinky clothes. After an hour I got an email this service would be handling my bags. After hour 3 that my bag had not been delivered, I emailed this service. They let me know once they pick up my bags and bring it to their shipping facility, it would take 4 – 6 more hours for it to be delivered. 4 hours after AA let me know they had my bags WMB hadn’t picked it up. AA and WMB share a responsibility in this debacle. I won’t have clothes for tomorrow nor have any clue if I will get my bags before I go home. This service is appropriate for travelers far away from the airport who are already at home, not an out of towner who depends on having their bags. If I was an airline I would never use this service for customers who are inside a 10 mile radius. It looks like the Airlines are looking for a cheap solution not the best one. Send it on Über or just tell people it would be quicker to just come get your own bags.

Absolutely, frustratingly, unbelievably bad service. The robo-​message, on 4 separate calls during the day and evening, said my suitcase had left the airport and was on its way to me. Eleven hours I’ve been waiting and still no sign of it or even a call. The website now says its awaiting assignment to a driver, which means I’ve been waiting for hours for nothing.

What a disaster. They won’t return calls, and after they made a mistake with my address the driver refused to deliver. This company is a joke and had 0 customer service. Airlines should come up with a better solution than using this third party company.

It has been over 24 hours since my bags were picked up from the airport to be delivered to my home. The website still says the time they were picked up and «awaiting for driver to be assigned». No tracking available. Called US Air and asked them to actually look at it because I was told repeated that I «just needed to check the website for tracking». When they checked they had to admit that it tells me nothing and they have no explanation. Very frustrating to know my luggage is sitting in the back of a truck with my medication in it and has been for 22 hours. I live 20 minutes from the airport.

I have just endured the worst moment of customer service I think I have ever had!
My bag was scheduled for delivery this morning. I spoke with Mario, the driver, at 8:37am to confirm I would be home to accept it this morning.
At 10:00ish I checked his progress on the website, then ran downstairs to switch laundry around. As luck would have it, Mario arrived at 10:09 and I discovered he had tried to call 10 times when I came upstairs.
I dropped everything I was doing when I saw that he had called and dialed him back immediately. I started to apologize for missing his calls when he started to yell at me about him calling 20 times. I stated that my phone only showed 10 times and I called the minute I saw the call log from him and that I was sorry I was in the basement switching laundry. He then continued to yell at me that I was supposed to be at home when he called. I raised my voice, then pulled back and I calmly asked if he was yelling at me and he got even louder about it! As calmly as I could I asked him what were my options for getting my luggage at t his point. Did I need to meet him somewhere, did he need to off load it, etc. He then yelled he’d be here in 10 min and I better be there. That’s when I had finally started to boil. I had already told him I would be out front waiting for him! True to his word he was here 10min later calling me. Glaring at me as he pulled my suitcase out, asking if it was mine. I didn’t trust myself to say anything now, so I reached over and took my suitcase from him. Then he belligerently said «What? No thank you’s?» to which despite my rising temper, I flatly stated «You shouldn’t have yelled at me.» He then started yelling at me AGAIN about 20 calls! The larger tip I had prepped for him went right back in my pocket at that point. Of course I finally lost it and started yelling back as I took my case in, I’m sure the neighbors enjoyed that little scene!
Now, I’m worried that some nutcase with a grudge who knows exactly where I and my family live and my what my phone number is. What if this Mario is going to retaliate in some manner later?! Seriously, is this the type of employee you have to represent you? I’m so wired I cannot even work at the moment!

This company has extremely rude customer service staff.
I called three times to find out when my bag would arrive. I was in transit and had a small window in which to deliver my bag to one hotel. I suggested it might be easier for me to pick up my bag from them but wanted to get the address before I confirmed. The woman raised her voice and told me I had to tell her what I wanted right then or she would cancel my delivery. When I tried to explain my situation (i.e. that I was in transit so may need to chain the delivery location) I was interrupted and not allowed to continue.
At no point, of course, did anyone actually apologize.

The service functioned perfectly. Yes it was disappointing that our bags got lost in the first place, but the online tracking from Where’s My Suitcase worked very well. I don’t know why other reviewers are saying there is no accountability. I had the driver’s phone number, e-​mail address, a picture of his face and a picture of his van. I even called the guy and he picked up right away. Maybe this is a new feature. I’m sure the reliability depends on the driver, but my guy was great.
Two suggestions for those who use this service (not like you have a choice). First suggestion is to call the driver once you see who it is on your status page on Where’s My Suitcase Website. Second suggestion is to keep calling the airline’s (in my case, United) 800 number to make sure they agree with what Where’s My Suitcase is saying the status is.
It may be that people only resort to Unilocal when they have a complaint. I thought I would put my positive story here as well to provide some balance. Sorry to hear so many people have problems with these guys.

One of the survivors of the UNITED /​DIA debacle as they switch from SkyWest to another vendor. A large group with 9 bags, and 8 made it to Burbank traveling on January 4^th.
Burbank promptly opened a claim and from that point, total silence. We checked the United site throughout the day until the next morning, at 08:30, when UAL indicated the bag had arrived the night before and was to be delivered by 04:00AM on ¹⁄₀₅. The link to Wheres​My​Suit​case​.COM was provided to check status.
By 10:04AM, the bag was with «Mike» for delivery. «Mike», sadly, never appeared driving about 80 miles east of our location. E-​mails were sent to both the company and to the driver trying to get at least a rough estimate of when the bag might arrive. Within the body of the e-​mail, a complete screenshot of the WMS website was provided, along with airline/​passenger information so there was no confusion about WHO HAD THE BAG. Though WMS claims they’ll return e-​mails promptly, nothing but silence.
By 2:00PM, the driver had changed to «Gurgen» and the bag was again announced as «on the way». No such luck. More e-​mails, a phone call to UAL (with a hold time in excess of 2 hours), and no response from anyone — driver, company, United…
Amazingly, the bag finally showed late last night. No text, no e-​mails, no phone call, no warning, no nothing. Of course, I’m grateful — it arrived in good condition with contents secure. But, the final rub came this morning when I finally got an e-​mail from WMS that they couldn’t help, the bag wasn’t their issue and to call the airline — DELTA.
The lack of contact, no phone number, and complete lack of accountability makes this a sham of a company. Sad, sad, sad. And the worst part? You have no choice in this. The airlines are in the drivers seat choosing vendors who’d rather not service the end user.

These guys are terrible. Contracted by airline. No phone number to call which is intentional. No response to email inquiries. They delivered my bags at 3am by some random kid who said he was a temporary hire. Nice to know when you have expensive luggage and quite a bit of $$ in your luggage.
They call you and if you don’t answer they’re not coming any time soon.
Crap service. Airline’s way of saving a few $$

Just returned from a business trip where my bag was not transferred from Delta to Alaska Airlines in Atlanta.
Upon learning that my bag was not on my flight, it was determined that it would arrive the following day and that BAGS Inc (
) was Alaska Airlines delivery vendor.
Received confirmation call that my bag had arrived in the morning as scheduled (around 9 am PST) and was assured it would be delivered to me by the afternoon.
After waiting for 2 hours, I started to call Alaska’s Baggage Claims service every couple of hours to find out what the status was. Each call resulted in various lies simply to get me off the phone until my last one around 5 PM when the last representative said my bag was in the hands of their delivery service and would be returned to me by 8 PM.
Well, according the the
website tool, my bag still has not been assigned to a driver and there is no indication if it will come on Sunday or sometime during the week.
It is good to know that when paying the extra cost of a Business Class or First Class ticket, that the extra customer service is not extended to post flight baggage issues.
Had I know that their delivery service was so BAD, I would have driven back to Seatac to retrieve my bag.
My recommendation if Alaska or any other airline offers to deliver your bag (s) to you that missed your flight … opt to pick them up yourself when they arrive rather than using their horrible delivery service vendor!!!
**UPDATE**
Just learned that wheresmysuitecase is only a tracking service who co-​ordinates with the airlines and third party delivery services.
After receiving numerous calls and emails, my bag was apparently left on my porch around midnight and luckily wasn’t stolen before I found it.

I’m still waiting (4 days now) for a reply to my e-​mail. BUT, I have found a phone number that might help others. It is for «headquarters» in Orlando, but the woman who answered has been the only redeeming quality of this company so far (helped me find a bag lost at Dulles).
407−284−1231.
Good luck, everyone.