Missing baggage
SWA didn't deliver the baggage of about 6 people on a flight from Los Angeles to Houston Hobby on Sept. 28 2009. I was one of them. Rather than get my baggage to me that night, they said they would have it delivered by courier the next day.
I got a call early in the morning, wanting to know when I would be home for 4 hours (as if). I scheduled a delivery, and my baggage had not arrived by the time I had to leave, which was the end of the agreed-upon 4-hour window.
There was a message on my answering machine when I got home telling me that there would be a $50 charge for COD delivery if I wanted them to try again.
I called the courier company and got no help at all. They were not sympathetic, and said it was up to the airline to decide if they would pay for a second delivery. I was also told that Southwest sometimes delays luggage when the flights are full, to save weight. So if this is an operational decision by the airline, why are they trying to make it my problem, by demanding 4 hours out of my day and then wanting to charge me for delivery?
Southwest Airlines is not being customer oriented with this baggage issue.
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