Reference: My Boarding Pass Conf# ORS3SC; Lost Luggage Incident Number:
HNLWN02801631
My name is Janis Breaux. My sister, Jennifer Guidry, and i recently traveled from Houma, La to Hawaii. (Feb 22nd through Feb 28th, 2020) This was a 7 day trip, 3 of the days would be traveling; one day to get there and two days to get back home. So, we had 4 days that were booked solid. When we got to Hawaii Saturday evening, (22nd) we found out that the 4 pieces of luggage, 2 two pieces each, did not make it there. So, we got in line to report that our luggage was lost. The Southwest employee checked and found out that our luggage was in Oakland and that it would be there in the morning. We requested that the luggage be delivered to our Hotel, and she put all of our hotel information in her system and told us it would be delivered at 1:30 pm. We were disappointed with this problem, but, were going to make the best of a bad situation. The employee told us that we each could be reimbursed up to $100.00 to purchase whatever we needed. Our makeup alone cost more than a $100.00, so, that was no help at all. We had to walk down the street to an ABC store where my sister found a MooMoo and some flipflops to wear to church and to our outing with no makeup and no hair products, but were trying to deal with it. Then around 2:00 the next afternoon, i get a message from my family in Louisiana telling me that Southwest has our luggage. This is where the communication breakdown began. We were promised that our luggage would be delivered around 1:30. Now, i'm finding out that was not the case. I'm in the middle of an event, but, I called the airlines and spoke to someone in the lost luggage and was told that we would not receive our luggage until 6:00 that evening. I told the employee that was unacceptable and that we needed our luggage delivered now. I was very angry and disappointed that they didn't do what they said they would do. I don't know if our luggage sat around until someone realized that the luggaged was lost or if someone didn't read the report to know that the luggage was supposed to be delivered to our Hotel. I will admit that I was very ugly because I couldn't get any kind of help except to tell me that the luggage is only delivered at 1:30 and 6:00. I told her that literally 10 steps from the Southwest Lost Counter where she was standing is Robert's shuttle service [protected]. I know because we used that service to bring us and our luggage to the hotel Saturday night. For two people and our luggage to be brought to our hotel was $ 33.60. The employee told me that Southwest was not affiliated with that shuttle service, WHY NOT??? We had the 1st day of our "Trip of a Lifetime" vacation spent having to worry about our luggage and with nothing decent to wear. So, I guessed I must have pissed off the employee and she was going to teach me a lesson because we did not receive our luggage until 9:00 pm Sunday night. By the time we unpacked our luggage and were each able to take a shower with clean clothes and hair products, it was around 11:00 pm. And we had to get up at 5:00 am for a 12 hour Island Circle Tour the next morning. I have been in Customer Service for 40 years with the company that I work for. And I know that sometimes there will be a problem that arises. But, I can tell you that I do everything possible to resolve a problem as quickly as possible, so, we can continue to keep happy customers. It appears to me that ya'll are lacking in this area. As soon as someone's lost luggage is located, that should be a top priority to do whatever is necessary to take care of that customer. It is not the customer's fault that the luggage was lost. Why should the customer get punished for your company's mishap.
