Southwest Airlines
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STOLEN ITEMS!!!!
On 09/10/21, we flew to Las Vegas from Kansas City. Immediately after checking in at the airport, our flight was cancelled. They placed us on a different flight but would not guarantee our luggage would make the same flight! The new flight routed us through Denver and Salt Lake, with 2 delays along the way. We arrived in Vegas much later than expected. My husband's luggage arrived as scheduled, without incident. My luggage, however, did not arrive nor could the baggage service office tell me where my luggage was or when it would arrive. As they struggled to track my luggage for over an hour, the baggage service office informed, my bag should be arriving on carousel 1, 2 4 or 6. How they did not know which one is baffling. Surprisingly, it did arrive on one of those carousels but they could not tell me what happened or why. Frustrated with the entire process, we headed to our hotel to meet our party. Once we arrived it was quickly discovered, my bag was in complete disarray with many items missing. All of my jewelry, lotions and perfume...GONE! My husband called Southwest in an attempt to gain instruction/insight on what to do next. We were told, they would file a claim but do not cover lost or damaged items. Note, my items were not lost or damaged, they were STOLEN by an employee! I have attempted to contact a claims specialist daily but have been unsuccessful. i have asked for someone to contact me, repeatedly, with nothing in return. I have been told, with an automated response, a claims specialist has 30 days to respond to each inquiry! Meanwhile, my items are gone and Southwest Airlines seems perfectly content with staffing those who commit felony theft. UNBELIEVABLE!