horrible customer service. non working website forms. How is this company in business

I used Bagsvip yesterday in Seattle. My bags arrived 3 hours after my flight. Communication was great via email. I would use a again. https://www.united.com/en/us/fly/baggage/deliver-your-bags.html read more

Seamless and easy! Got to skip to carousel, bags arrived 90 mins later at my hotel. Great service

Took a trip to Disney World in January 2024 and stayed on property. They utilize this company for inter-hotel baggage transfers. I used them and told them one bag was fragile due to my laptop being in there. I received my laptop damaged -- it was dented and the screen corner was broken. I called multiple times and each time was told someone would look into it and call back. I emailed. No response all 5 times. Would not recommend using them for baggage transfers. The annoying part is I even tipped the employees beforehand since it was a valuable transfer. Use at your own risk. read more

We had amazing service from the first contact to the bags delivered. Our air plane had mechanical problems and we were 3 hours delayed. Bags VIP were aware of the delay and notified us when our bags would be delivered. Wonderful service. Will use them again! read more

EWR airport pickup and drop off at my hotel in Weehawken As long as you are happy getting my your luggage within 6-8 hours (or slightly more than the advertised 4 hours), the service works as intended. Extremely communicative and straightforward. A steal considering the price imho read more

If I could leave 0 stars I would! My luggage has been missing for 24 hours and counting. No one responds to email or answers the phone. I have no choice but to report my luggage as stolen by BagsVIP to the police. read more

If there were no stars I would absolutely put NONE. Communication was TERRIBLE. They give you no contact with the driver. My bag was supposed to be delivered at 9 pm after it being missing for 12 hours and was not delivered until the next morning!!!! If you are missing a bag from the airport just go pick it up yourself. I will absolutely not be using their services again. read more

Returning to SJC after a ski trip with two ski bags and heavy suitcases is a pain. The ski bags rarely fit into an Uber XL let alone the suitcases. Heard about this service and decided to give it a try. I was very hesitant, especially after reading the latest 1-star reviews, but figured if United and AA trust them to deliver delayed luggage, then surely I could give them a try. Pricing is transparent. $40 for 2 bags in a 40 mile delivery radius. $10 for each additional bag. $1 for each additional mile to a max of 100 miles. Of note, pricing is per flight confirmation number. So if you have two passengers with 2 bags each (4 bags total) on the same flight, but with different confirmation #s, you'll pay $30 EACH rather than $50 total. Signed up online. Had to provide flight confirmation number and a description of the bags. I tie a unique shiny ribbon to each of my bags to make them easily identifiable. After landing, I proceeded to grab an Uber with just my carry-on. Received a text message 3 hours later saying my bags were picked up and they were dropped off at my home 30 minutes later. Service worked. I do believe they let the bags circle the carousel until the airline rep takes it off the carousel and puts it aside. I guess there's a chance for theft during this time... nothing was missing from my bags though. I'll gladly use this service again when carrying large/weird shaped bags. read more

My bags finally arrived, 22 hts after my plane landed. Customer Service helped. And the delivery driver communicated with me during his entire journey driving towards me.. read more

Doesn't deserve any rating- will lie to you about location of luggage if not at your hotel! Had a terrible situation in august and I had to go to the airport myself to retrieve my non lost luggage. They didn't even over to reimburse me for the $54.00 taxi fees Use to be great years ago when affiliate with jet blue. read more

Very poor experience. Flew into LAX with more luggage than we could fit into our rental truck so agreed to try this service advertised by our airline United. We landed at 4:10 pm but learned that this service did not even show up to the airport until 7 pm to retrieve our luggage. Their business model is to allow your important luggage go around and around the carrousel at the airport until your airline retrieves it and takes it to the lost baggage claim center. So... you are hoping no one steals your luggage at this time. Then, when they do show up to pick up the luggage, the lost baggage claim center at united airlines had stored the luggage and did not have the luggage easily accessible for pick up for this service. At this point, VIP started telling us by phone we needed to find our luggage at United and get it released to them for delivery or they could not get it. This VIP service essentially ruined our first night on vacation and was certainly not VIP. Lesson learned. Will wait for our luggage next time and use UBER. Flawed business model. I will say customer service agent was helpful on the phone and I appreciated her. read more

I've never used a service like this and I was skeptical, but decided to try it because I had a need to use a cane while walking. I used it in Orlando and my return at Washington Dulles airport. My experience was great in Orlando (delivered to the hotel front desk within an acceptable timeframe) and upon my return to Dulles, my bag was at my hotel BEFORE I arrived! This was the case even though I changed the delivery address within 3 hours of my arrival at Dulles. Very happy with this service. Keep up the good work. read more

I recently used this service flying from Chicago to LAX landing around 7 PM. I had six large boxes of stuff from cleaning out the family storage unit and paying the baggage fees and the bags VIP fees were a lot less than shipping so I decided to give the service a try instead of trying to jam everything into a friends car/uber.. The website promises $49.95 for delivery of up to 8 bags within 4 hours of your flight within a 40 mile radius and e-mails stating when it is picked up and when it is on it's way for delivery. Here was my experience: Before I booked I wanted to make sure that they did indeed accept boxes (because even some airlines are weird about that) and customer service was friendly enough on the phone and said that this would not be a problem. I booked online and immediately my card was charged the $49.95, pretty standard and easy. My flight landed around 7 PM and by the time I got home it was almost 9 and I had not received an e-mail to let me know my bags were picked up. I waited for a while and sent an e-mail around 10:30 and figured there was not a ton I could do about and since I did not need anything right away, I went to bed. Meanwhile at 1:30 in the morning "John" from customer service e-mailed me back saying that my items were picked up. At 4:30 AM the next morning my doorbell rang and my boxes were on my front door and everything was fine and undamaged. From what it looked like from my Ring Doorbell Camera the boxes were handled with care and the guy was not tossing them around which was unexpected and nice. So, did bags VIP do what they promised? Yes and no. My boxes arrived but they were not timely and I received zero communication from the company without reaching out so if you are expecting stellar customer service and communication, don't count on it. If you need your luggage right away, don't use this service. Would I use them again? Probably, with the caveat only in a situation where I didn't need my bags right away (like going home or if I had enough in my carry on to get me through a night). Would I recommend them? Depends on your situation, honestly. I went back and forth between 3 or 4 stars and decided to be generous because Bags VIP served my purpose. read more

We didn't receive our luggage until the second day in the afternoon. We were unsure whether we'd actually get our luggage back at all. Representatives gave several different stories as to where our luggage was and when we would receive them. They wouldn't return calls or give us updates. I would never recommend this service to anyone or ever use it again. read more

I actually liked the service. It worked fine, and my bags were delivered to my apartment in the city a few hours after I got home. I normally don't check luggage, but needed to check my bag because I was in a rush to get home, so I used the service. Unfortunately, they charged me the $39.95 bag fee twice for the same bag. (I only had one bag). I've now spent more time trying to get this double charge credited than I would have just waiting at the carousel for my bag. I've been calling, emailing, I had to provide a picture of the screen, email the last 4 of my credit card, and I'm still waiting. Honestly, just say "Oh, I'm sorry, I've removed that double charge, all set". Now that would be a VIP Experience! I won't use them again because of the double charge. I only caught it on my credit card by chance, while looking for something else. Convenient, but check your credit card bill and hunker down for some back and forth to get your money back. read more

This company is terrible, the worst ever. I arrived in San Francisco on June 19 from Vancouver Canada, and I didn't get my bag until July 12. Communication was awful; the notices told me the bag was being delivered - on the previous day! Customer service was equally awful. After numerous attempts to reach them and to get help, I ended up calling the airline to find out the bag company had my phone number wrong and were unable to reach me (even though it was correct on the airplane claim and they had my correct email address). As a result, they returned the bag to the airport - but they delivered it to the wrong airline. Luckily for me, an agent at this other airline was conscientious, and went the extra mile and investigated what happened. Otherwise, I would have never gotten my bag back. read more

It is now 7 and 1/2 hours after our plane landed. Still no bags. Customer service said it will still be another 1 to 1 1/2 hours. This is just lousy service pure and simple Will not use again nor would I recommend their service. read more

Bags VIP picks up your luggage at your arrival airport and delivers it to your hotel or to an address including your home. I use United's website to access it but it is available on other airlines as well. I have been using this service since inception and I absolutely love it. The customer service is incredible. One is always kept informed about the bags being picked up, on the delivery vehicle and when they are delivered. What a pleasure to bypass the carousel and head directly to a destination. They even seem to work out of smaller markets. I recently used to service with a Little Rock destination. We had an airline diverted because of weather and an eventual arrival several hours after the anticipated time. Still, Bags VIP got the luggage to my hotel right on time. The cost is very reasonable in my opinion: $29 for the first bag, $10 additional for each additional bag. I hope they can continue to provide this excellent service at such a reasonable price. I am a very experienced traveler. This service, "TSA Pre", and "Global Entry" have made travelling more pleasant again. . read more

I've used Bags VIP three or four times. My previous experiences have been good. This time around my experience has been poor. My flight landed nearly 10 hours ago. I received email notifications when my bag was picked up and when my bag was, allegedly, on its way. The last communication I received was at 2:00 pm. It is now 9:00 pm and my bag still has not arrived. To make matters worse, the company can't seem to reach the third party delivery service to learn the location of my bag or status of my delivery. I hope I get my bag. I will never use this service again. While Bags offers a great convenience when the service works, it is a huge inconvenience when it doesn't work and when the company can't offer any information or reassurance. read more

Signed up for their advertised service they offered to pickup my bags from Holland cruise ship in Ft. Lauderdale FL and let me pick them up at my final destination in Reno NV airport. Received email confirmation from them, confirming my two bags would be picked up on the date. However, a few days before cruise ended, these people supposedly contacted Holland and said they were canceling their service. read more

This service is not dependable and ruined the first half of our vacation. We received our luggage approximately 26 hours after our arrival and at one point we were convinced it would not be delivered. We received several inconsistent and frankly shady responses as to where our luggage was located and reasons for delay. At another point we were told it was never picked up from airport, which led us to travel there ourselves with no luggage to be found. I DO NOT recommend this service read more

Worst customer service ever. I previously used this company and had zero issues or delays. Tonight, I had the worst experience I could imagine. Someone named "John H" was on the phone with me from 11:00 pm until 11:19 pm (after 10 minutes on hold) and I was treated with disrespect and incredibly rude behavior. I called because my bags on the app said they should have been delivered by 10:30 pm (they were picked up at 8 pm after a 6:10 pm arrival. After he was unhelpful and I asked for a better estimate, he told me the bags were "on the road" and would arrive by 2 AM. I asked to speak to another employee, and he placed me on hold for 5 minutes and did not have anyone else assist. He then told me that my driver might be here within 20 minutes. I again asked for another representative, and he told me he was "the highest up in the company" and no one else would help. I asked again for more specific information, and he became sarcastic and rude and told me "maybe they had bad weather and got stuck in a blizzard (it's June in Houston, Texas). I again asked for another representative, and when he refused I asked for his name. He said "I'm John H the only John here and I don't feel safe giving you any further information". I am obviously concerned about the safety of my luggage as well as the fact that the website says that anything after 11 pm will be delivered the next day. My luggage finally arrived at 11:37 pm and despite the fact my reservation required a signature the delivery employee did not knock on my door. When I saw someone outside, I opened the door and she said "oh have a good night." No verification, no signature. read more

So they didn't pick my bags up from the airport until 4 hours after I landed. After several phone calls with a confused rep who could offer me no idea of where the bags were over the next few hours, finally got them about 14 hours after landing. Have no idea who had them for that long and apparently this company doesn't either. Premium price for incompetent service and even worse support. read more

AVOID USING THIS SERVICE. Extremely Incompetent. If you feel like a VIP after using this you have NO idea what a VIP is. This is our second usage of Bags VIP. I thought their poor performance on our first use might have been an anomaly. It wasn't . I am currently in a hotel in Boston. My first experience was in Chicago several months ago. In both instances the delivery was excessively slow. We arrived at Boston Logan at 3:15 pm in the afternoon, went to our hotel and waited FIVE hours for the luggage to be delivered. After a long trip, you want to get unpacked and settled - you're tired. I made four phone calls to their customer service line and each time I was told that they spoke to the carrier who had picked up the luggage and was "on the way". My hotel is no more than 20 minutes from the airport. I called United baggage after 4 hours and was told our bags were still at the baggage hold area. I was preparing to return to the airport to retrieve the bags myself when the courier arrived with our bags in the lobby of the hotel. I berated him for taking just under five hours and he said that the Baggage VIP company had only notified them to pick up the bags an hour prior. Regardless of who's fault it was, in both instances the bags took an excessive amount of time to be delivered. So, if you don't mind waiting forever for your bags to arrive, this is for you. If, on the other hand, you actually NEED your bags within a reasonable amount of time - don't waste your time or money. read more

As Bags VIP's customer service "on hold" recording says: "It's time to remember why people travel: to have an experience." I fly a lot, and I'd like to thank Bags VIP for creating one of my most memorable travel experiences. The premise of their service is great--for a relatively low fee, they will pick up your checked baggage for you and deliver it to your home within 4.5 hours of your flight landing. Instead of waiting at baggage claim, you can head straight home! They specialize in saving your time and "allowing people to focus on what really matters!". I was traveling with a new infant with 3 checked bags after a rewarding but tiring family holiday trip, so I thought I'd give their service a shot. The first part went off without a hitch. We got off the plane, went straight to our car, and drove home. Amazing! A few hours later, when I saw their driver arrive at my house with 3 bags for me, I was smiling and feeling like "travel just got easier!" Except: one of the 3 bags wasn't mine! Uh oh. It turned out that they'd pulled *someone else's bag* from the baggage claim. I don't even think that person was using their service--poor guy--I still don't know if he ever got his bag back. The driver shrugged and said he had no idea where my third bag was and drove off. I called Bags VIP, and waited on hold: "Bags offers services that make travel easier, dare we say enjoyable?" You can dare alright! How very bold of you! When I finally got through, the representative told me that "it's not our problem, you should contact United, I think they messed it up" and then peremptorily transferred me to a United phone number that didn't work. "Every positive interaction is an interaction we create that benefits our national clientele." Haha! I looked up the right United phone number, called it, and waited on hold. Luckily, when I finally got through, they were able to locate my bag. It had been secured in the unclaimed baggage section of SFO. At this point it was getting really late in the evening (but I needed the bag, as it had my work laptop in it), so I drove myself back to the airport, found my bag, and came home. End of story, no harm, no foul. But wait, there's more! The next day I get 3-4 phone calls from Bags. I'm at work, so I call them back in the evening. More holding. "We put the traveler's smile at the core of everything we do." You're right, I am smiling at your choice of messaging in your "on hold" recording and the fact that I have it memorized by this point! It turns out they weren't sure what happened to my bag, so wanted to see if I knew. I explained the situation and asked for a refund given that I'd spent far more time tracking my bag down (including an additional 90min nighttime roundtrip to the airport and all the time on the phone) than if I hadn't used their service at all. "I'd be happy to refund you." Thank you! "...but we can only refund you for one of your bags, since the other two were delivered correctly." After I told them I'd just file a chargeback on my credit card, they agreed to refund everything. "Is there a way to create the greatest travel experience?" I am sure there is! "The greatest travel experience begins and ends with Bags." I couldn't agree more, as long as you replace "greatest" with "most hilariously awful." read more

This was a HORRIBLE experience. It started at the airport - Bags VIP sent me 2 different emails telling me that I would have a special bag tag when I checked in at the airport that they would give me when I checked in. After 40 minutes at the airport counter and several supervisors involved, and almost missing my flight, there actually was NOT a special bag tag needed. I landed at 9:00 PM, and it is now 7:00 AM the NEXT MORNING and I still HAVE NOT RECEIVED MY BAG! I have been up all night worried about the bag and making several calls to customer service, but still no bag, I will NEVER use this service again. read more