“A week and a half, two weeks is just unacceptable,” an industry expert said. “And customers are just frustrated trying to track down their bags.”
- It’s five days into the new year, and some Southwest passengers still don’t have their bags back after the airline’s Christmas week meltdown.It was supposed to be a perfect holiday for Toya Martin of Maryland. Instead, she spent almost two weeks searching for her family’s three lost bags.Martin said Southwest Airlines lost the checked baggage of her nephew and mother who flew in from St. Louis.“It’s like being lost.
The pile of unclaimed bags at Southwest’s Baltimore hub has now disappeared. But at other airports, like in Denver, where Southwest canceled 2,300 holiday flights, the pile is still dwindling.Feinstein pointed out Southwest carries the most checked bags of any U.S. airline since it offers passengers two checked bags for free.
New numbers are likely to go higher after families like the Martins spent their holiday without bags and without patience for Southwest Airlines.
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