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Southwest Airlines / items stolen out of luggage.

1 PO Box 558Benson, AZ, United States Review updated:

On 26 September, while returning to my home after doing military duty in Providence, R.I. at the War College, I checked my luggage through TSA. TSA never opened my luggage there for you are required to stand-bye until it clears the x-ray machine. I observed the Southwest employee take my luggage so it could be sent down too the plane for loading. While in Providence, I had about an hour and a half wait for Flight 290 to Chicago. I had a stop at Chicago Midway Airport for about an hour for Flight 266 and then preceded onto Tucson, AZ. Upon arriving in Tucson, I noticed that my luggage has been opened. After inspecting my luggage, I discovered that all my military police gear has been stolen, except for my duty belt. This consisted of two handcuffs, SOG EOD multi-tool with case, cuff key (long version), and a Cabelas 9v Flashlight (Same style as the Surefire 9P.). I talked to the Baggage Claim Officer of Southwest at the Airport in Tucson and got a report number and that is: [protected].
Over the next several days, I contacted TSA and they said there would have been no reason for TSA to re-inspect my luggage in Chicago since it had been x-ray-ed in Providence, R.I. I made contact with several people at Southwest with one being a “Sue Ann Larsen” telling me she would email me the forms and info on filing a claim with Southwest. I never did hear from her or get the email, and my last contact with Southwest out of Dallas, said Southwest will probably not do anything about replacing the stolen items for they are only responsible for the outside part of the luggage. This is not acceptable at all. I know Southwest contracts out its luggage handling, however that does still make them responsible for the actions of their contractors. Enclosed is a copy of what is would cost for me to replace the items stolen and that is: $208.13.

Now this is the letter that I sent to Southwest Airlines. Below was their response.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
We realize that perhaps the single most frustrating experience - for both the Customer and the
airline - is when a Customer finds something missing from their checked piece of luggage. When this
happens, the ideal solution would be to offer recompense for the loss - unlimited liability simply
can not be justified.
On a daily basis, we accept sight unseen thousands of bags for transport, and theoretically,
everyone that checks a bag could file a missing article report. There are certain policies that we must
follow when resolving a baggage claim. Unless there is evidence that a bag has been improperly
handled (delay in delivery or signs of exterior damage), we do not accept financial responsibility for
missing articles. We make every effort possible to locate the property but if neither of these conditions
were a factor in the reported loss; unfortunately, we are unable to accept liability.
You may however have recourse through the Transportation Security Administration (TSA).
Under their direction, all checked luggage must undergo some form of screening and in some cases;
federal screeners will open the bag as part of the screening process. When there is a need to open a
bag, the TSA screeners exercise great care to ensure that the contents are properly returned to the
bag and a written notification is placed inside or a plastic tag is secured to the outside of the bag. In
the event of loss or damage, TSA will assess, on an individual basis, claims that are made to their
office. If you have questions and wish to pursue your claim, you should immediately call the TSA
Consumer Response Center toll-free at [protected]. To protect your rights under Federal law,
you must submit your information in writing to their office at the following address:

TSA Claims Management Office
601 South 12th Street - TSA 9
Arlington, VA 22202

Hopefully, you will be able to understand our position in this matter and will not allow this
experience to permanently tarnish your image of our airline. You are a valued Customer, your
patronage and confidence are equally important to us and we look forward to the opportunity to serve
you again.

Sincerely,
Anita Weaver
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
I hate to say it but they did not ever read my letter for I addressed the TSA issue from the start. If Southwest can not protect our luggage, and will not replace the stolen items that their contractors stole from us. How can we trust them at all? I have since wrote to the FAA, and to two member of my state representatives in Washington to help resolve this matter. In addition, I am going through official channel with the military to see if there is something they can do.

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Comments

  • Su
      20th of Feb, 2009
    0 Votes

    I contacted TSA and they said there would have been no reason for TSA to re-inspect my luggage in Chicago since it had been x-ray-ed in Providence, R.I.

    1. Southwest is union and does not "contract out" its baggage handling. You have them confused with Delta.
    2. To my knowledge, Southwest never hires employees with xray vision, therefore why would they single out your bag to steal somthing out of?
    3. TSA DOES have xray vision, and seeing handcuffs and other items, they certainly might have checked your bags...they do have the right to do that, even after it has left your sight.

  • Lu
      6th of Jul, 2010
    0 Votes

    I also had things taken from my luggage and sent e-mails and made phone calls etc. and got the same exact letter. To replace the stolen items cost me more than the ticket itself. I want to do more but I don't know what to do.

  • Gl
      22nd of Feb, 2011
    0 Votes

    Lost luggage with brand new stuff in it with tags and extras. Total was $1145, sending me a check for $790, guess they need that extra 30% to keep going. Never fly anyother airlines but looking into it now. My luggage, 2 pieces was lost, even though I saw it come off plane in Indianapolis but never made it to Chcago. And that little mistake costs this consumer $355 dollars (plus my airfare). How cheap is that. I put this posting on Facebook and here, soon to follow any other website I can. Southwest, I know you don't care but I am a little person fighting the uphill battle against big corporation. Best to tell everybody you know and then some. Thinking about putting a banner on my car and driving around Chicago with it. SOUTHWEST DOES NOT REIMBURSE YOU FOR ALL YOU "LOST" LUGGAGE. DOES NOT CARE ABOUT THE PEOPLE WHO KEEP THE AIRLINES GOING...

  • Ba
      21st of May, 2011
    0 Votes

    The TSA baggage machine, when it alarms, generates a number. Operator fills out a slip, references the number and does the bag check leaving the "slip" that bag was inspected. Bag is turned back to the airline. At the end of the day, TSA management views on the computer how many alarms and therefore an equal amount of inspection slips.
    TSA envolvemnet is basically in and out of the baggage machine. The airline has your bag for 99.99999 % of the time. Many of these airline areas have no cameras so the sub contracted min wage ex-con workers can take the opportunity to take the 2 minutes to rifle your bag.

  • Ra
      5th of Jun, 2013
    0 Votes
    Southwest Airlines - Failure to Listen to Complainant
    San Francisco
    California
    United States

    My planned flight from San Francisco to Tucson Arizona was a major fiasco. I was advised that our airplane was re-routed to San Jose and that it would be a 2-3 hour wait for the aircraft to return to San Francisco. Therefore, I would not make the connecting flight from San Diego to Tucson. I went to obtain a new flight, however was told that it would be a 5-6 hour wait for the flight from SFO to Tucson. Unacceptable, so I asked for a new flight ticket for the next day. For the next 7 hours, I fought to get back to San Jose, via public transportation, which I was unfamiliar with. I received a phone call from Tucson, before I got to San Jose, that my lugguage had already arrived there. The next day, I complained to "Kevin" the supervisor at the San Jose Airport. I had asked Kevin for a reduction in price of my flight back to San Jose. Kevin, without looking into the matter, indicated that Southwest had a policy of not "giving" compensation for problems associated with the weather. He did not in fact know whether this was the case. I told Kevin that I did not want compensation, just a discount on a flight, just as San Francisco had discounted my flight from $202 to the $339 flight from San Jose to Tucson. Kevin did not budge on the issue and told me to call Southwest Airlines. I told Kevin that the key issue for me was that "no one, " not even him, would listen or take action on the nature of my complaint. My baggage in Tucson, contained my medication and the enormous expense in traveling all day to get to San Jose, and the waste of time added to my frustration. I am asking for confirmation of Southwest's policy and or a reasonable explanation. I have flown for years with S/W and feel I was just swept under the carpet.

  • Tr
      23rd of Feb, 2014
    0 Votes

    My bag from my flight tonight from denver to lax was opened and left unhooked and unzipped and two pounds of new coffee were stolen and some weird Barber body wash was put inside. very random as i did not noitce clothing stolen and i did not put any other valuables inside. pisses me off though. my medicine bottle may have been stolen as well. will try not to check any bags anymore if at all possible.

  • Re
      28th of Jun, 2014
    0 Votes
    Southwest Airlines - Robbery without a gun
    southwest airlines
    New York
    New York
    United States

    Hello my name is reggie Bolton I recently paid for a flight from Houston tux to nyc the flight their was fine no problems. On my return flight I get to the airport only to find out that I had to pay again in order to get home I paid in advance for this trip. When get to the airport they tell me I forfeited my return ticket because they said I was to leave a month earlier. I will never fly this airline again I will walk first. I felt as if I was robbed wit out a gun. They get me to my location an extort me in order to get back home knowing that you have to return an will do whatever you have to in order to get back home. Will NEVER FLY AIRLINE AGAIN WILL MAKE IT MY BUSINESS TO LET THE WORLD THE KIND OF BUSSNESS NORTHWEST DO

  • Do
      28th of Jun, 2014
    0 Votes

    So, was it Northwest or Southwest Airline? When you booked your round trip, what date did you set for the return flight? If you missed that date, you forfeited the flight and have to buy another ticket. They reserved a seat for you, but you didn't show up. If you had called them in advance and changed the return date you would have been all right. Now you are all wrong.

  • Re
      29th of Jun, 2014
    0 Votes

    I know what dates I set my trip for what do you think I am its just way for them to get into my pocket I wasn't born yesterday. I never had a problem before this anyway I will never deal with this airline again.

  • Do
      29th of Jun, 2014
    0 Votes

    Reggie, you didn't answer the questions. Which airline? Did you miss your return flight date? Did you call in advance to change the return flight? If the date was on your ticket, how could they claim you were a month late? Everyone wants to know, Reggie.

  • Re
      1st of Jul, 2014
    0 Votes

    Ask southwest airlines I know what dates I expected to fly you keep making it out that I don.T know what I am doing you must work for the airline this is not the first time that I have flown don't play with my intelligence I just been ROBBED

  • Do
      5th of Jul, 2014
    +1 Votes

    Reggie, I've asked you twice, What return date was on the ticket, and what date did you actually fly? Why do you keep dodging the question? It makes you look evasive.

  • Re
      5th of Jul, 2014
    -1 Votes

    First of all I never received a ticket I got a com formation # an the date was depart hobby airport on may 16 2014 with a return date of June 27 2014 what more do you need to know.I WAS JUST ROBBED I DONT KNOW WHO YOU THINK YOU ARE TELLING ME I DONT KNOW WHAT I SIGNED UP FOR BUT YOU MUST BE AN LOYAL EMPLOYEE, THAT DOESNT CHANG THE FACT THAT I WAS ROBBED

  • Hu
      6th of Jul, 2014
    0 Votes

    Reggie seems a little confused to me

  • Re
      6th of Jul, 2014
    0 Votes

    confused I know when I'm robbed I WAS ROBBED BY SOUTHWEST AIRLINE.

  • Re
      6th of Jul, 2014
    0 Votes

    DONT LABLE ME YOU DONT KNOW ME

  • Bi
      15th of Aug, 2015
    0 Votes

    I traveled Southwest airlines Aug 10, 2015. I had to wait for an hour for my flight to depart. I was traveling from Washington, D.C. to Tampa, FL. anadthen had a 45 minute lay ovevr in Atlanta, Ga. When I arrived at my Hotel i opened my suit case to freshen up and change my clothes. I packed my own case and military rolled all my clothes. I didnt see 3 pieces of my clothing. My long sleeve designer button down shirt, a 3 butto tshirt, and a pair of levis. I immediately called my wife to make sure i didnt leave them behind. Of course they were not there because I laid out my clothes the day before. Im guessing the entire cost of the articles were $150.00. This of course was very disturbing. We all have heard of the stories from a long time ago, but didnt expect that this practice was still happening. I would hope that cameras would monitor the employees. They are under paid. I dont know what else to say. At least my travels was a pleasant one. The crew made sure that I was taken care of.

  • Le
      21st of Aug, 2015
    0 Votes

    7-01-15 They stole a 800.00 cannon camera out of our bag along with some other items. Our bags arrived 30 minutes late in San Francisco. just enough time to get what they wanted. I think it was the baggage handlers. Although it could have been TSA but there was no slip in our bag saying they checked it.


    Not a happy camper and still trying to process this claim again. They are asking us to appeal their decision to close the claim.
    Hours upon hours of waist-ed time plus personal items gone forever. Disgusted!!!

  • Ni
      28th of Oct, 2015
    0 Votes

    I just got back from Disney and they stole a 400 dollar leather Harley coat I had just bought tags still on it as well as a 100 dollar Harley vest... bag was ripped on the outside. They are looking into it... I will never hear from them again I am sure.

  • Ro
      18th of May, 2016
    0 Votes

    My wife and I returned on a Southwest flight from Baltimore to Ft. Lauderdale the other day. the plane was full and they made many passengers check claim their carry-on luggage right from their seat on the plane, We were waiting at baggage claim when the first few bags came through the conveyer flaps entry. I found ours immediately, checked the claim tag to be sure, and pushed my wife via wheelchair toward parking. When we arrived home late that Sunday night, My wife discovered that most of her medication bottles were empty, including her blood pressure meds. None of them were narcotics or of value to the streets, but she needs them daily and replacing them takes weeks. Meanwhile the aggravation of phone calls and processes of trying to file a complaint hoping that they will at least try to crack down on the thievery that they allow to happen is over annoying to no avail. If our air ports are so tight on passengers, they should take extreme measures to monitor the unseen criminalistic contractors and employees that could be smugglers or worst, terrorists.

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