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Wheres My Suitcase

1.5 (390 reviews)

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And hour and 15 minutes ... waiting for United - since this is the only option to get through to WMS.
Damian W.

I don't know how any kind of company that has ONE service of delivering luggage not have a phone number to contact. It literally makes ZERO sense. My luggage was left at a connecting airport (thanks Hawaiian Airlines [eye roll emoji] and so I took the day off in order for me to receive my suitcase. Of the 2 links (Why two? Who the F knows - the 2nd link ask for info that nobody would have) This is just one example of how this company just doesn't give a rats behind about their customer.) Once the estimated time of 4:30pm came and went, I finally decided to call United - waited AN HOUR AND A HALF to get through to the baggage department - who then within seconds called Where's My Suitcase and 3-wayed me in to where I finally got to ask someone there where my luggage was... they said it was leaving the airport now and should be there in the next 4 hours. (?!?!) It is now 7:00pm!! FINALLY I get an alert from yet ANOTHER number with a link that brought me to another website where it displayed a suitcase in a foyer that I did not recognize. My heart sank. They delivered my luggage to another address. This is the whole reason I stayed home because I am in the back house and sometimes people get confused ... but this flyer did not look familiar to me. And the best part is there was someone's foot in the photo that suggested they took it... NOW I am freaking out!! Someone is going through my personal stuff!!! And what can I now do in this emergency? What can Where's My Suitcase do for me? Luckily they have a MESSAGE BAR at the top ... so I leave a message sharing that my suitcase is with someone else. But the idea that I would leave a message at 10:30 at night worried me. THIS is where I need a phone number... I mean, am I wrong in thinking this?! All I could do besides knock on my neighbors doors or look in windows of foyers to see if I can recognize the tiles was to try to text with United in their app and simultaneously endure the wonderful repetitive hold music of which there was a good time that was "greater than 60 mins". [major major eye roll emojis] The text convo went swimmingly... they told me my luggage was not with United anymore and that it was in fact in Brussels and that they will be sending the bag today to BJM airport. I am home on the verge of tears thinking all my personal stuff is gone - I felt so violated. Finally I decided to call United reservations and declared that this was an emergency and to put me through to someone immediately. I don't know who ended up getting through to WMS, but they called and said that the photo wasn't my suitcase and that mine was on the truck now headed to me. (The guy was nice and transparent with me, but at this point, I was an emotional wreck.) the pic was a blue Away luggage with a Priority tag on it... it sure looked like mine and it DID say it was delivered to my address. What a frigging nightmare. Thanks for reading and if you read this before you have the possible option of using this company -- just don't. It's worth it to just het back to the airport and deal with it there. Nothing could be worse than the disorganization and lack of care this company has in communication and in User Experience. FAIL. Oh! The best part is 2 days later someone finally emailed me back asking if I ever got my suitcase!! I laughed out loud! It's all we can do in these dark times, right?

People struggling to get bags checked at Denver. No hope.

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Delivery driver communicated frequently to let me know where my luggage was, then beat his delivery estimate by 90 minutes.

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Review Highlights - Wheres My Suitcase

Bag was in the same condition as when I handed it off to the airline and all my items were exactly where I packed them.

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Wheres My Suitcase - professional - Updated June 2026

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