Came here to say that this service was fine, despite the other reviews. My bag arrived at my house, undamaged, undisturbed, and without any missing contents. My bag was delayed 18 hours despite a long connection with AA in DFW. Baggage agent at arrival airport told me that the delivery service would pick up the bag in the evening and deliver in the evening or the next morning. Then I came on here and read the horror stories and started to panic. Minus one star because of confusing and conflicting info. Wheresmysuitcase said a signature was required and that the delivery time was 2:45 am. But they also said residential deliveries scheduled for after 11pm would be delivered the next morning. My bag was dropped outside of my door, at 1am (according to their email), with no signature requested. This is not what I think of as "the next morning." Thankfully, I live in a relatively low crime area, but I would have been furious if I still lived in a big city. read more

Courier ignored or did not receive instructions to leave our delayed baggage. Tracking app was useless as no delivery number was provided. The phone number provided was useless. read more

No update on mu luggage. Apparently the driver couldn't deliver which is a lie because I have been watching the site all day & there was never an update. Terrible communication. Had I known, I would've just went to the airport myself. read more

When will YELP start allowing reviews of ZERO stars for companies like this one that so desperately deserve it? This company has failed me every time and has no customer service for people that need customer service while dealing with lost luggage. Every single one star review is accurate....or maybe actually over rated. read more

Terrible communication....strike that....NO communication. Separated from bags on trip to Miami due to storms. The issue isn't about the situation, but this companies handling of it. I was told by the airline that bags would arrive at MIA on first morning flight, which they did. The airline then turns the process over to their 3rd party vendor, There's Suitcase and they handlebar from there. From there I received a message from their app saying they had the bags and were waiting for a driver to pick up. 6 hours later, still no bags. I had to Uber back to the airport and fetch the bags myself which I would have gladly done had the airline representative told me that would be a better option than relying on their poor selection of this third party vendor. read more

My bag was mishandled by American Airlines on May 31.2026. My flight connection at DFW was delayed,, and the bag should have easily made the connection but it did not. I landed at 11 PM at ONT airport without my bag. The company Where's My Suitcase is contracted to deliver bags. They received the bag at ONT airport from AA before 10 AM on June 1, 2026. I was informed that the bag would be delivered by 4 PM the same day. I have a tracker in my luggage so I watched it all day as the service went all over the Inland Empire south of ONT airport, and then back to the airport. At 7 PM I called the airline and did not get an answer. As I write this, it is now almost 11 PM, 7 hours past the promised delivery time and still no luggage. Per the company, driver Miguel, is supposedly on his way by 4 PM today, (really?). The company is untrustworthy and I have NO recourse. I didn't hire them. If you are waiting for your lost bag be ready to wait for DAYS!!!! So ANGRY read more

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

Horrible service... numerous calls without any answers. lying every single time.in possession of my luggage and telling me don't know where Driver is for two days now. read more

Octavius brought our first suitcase to our house. Three hours later he called that the second suitcase was turned over to him for delivery. Since it was going to be late in the evening before it could be delivered, he offered to hand it over to me if I went to the airport. read more

claim to have failed delivering my delayed suitcase when in fact they didnt call or ring. For a company that is supposed to deliver delayed luggage from airports, and should be used to dealing with international travelers, I am amazed that they are unable to call an international phone. I am all but certain the worthless delivery driver lied and just didn't bother trying to deliver my suitcase at all. read more

United lost my medical device, walker with seat. ​they held up delivering it to me for over 15 hours. Can't communicate with them by phone. Email from them said to please make my complaint to United. This was 4 days after United lost the walker. read more

They delivered my luggage to a similar street address as mine, but in THE WRONG CITY. When I quickly pointed this out, they did nothing. I had to drive there and grab my bag from a stranger's porch where it had been left in plain view from the street before any thieves spotted it. Absolutely atrocious service. read more

My luggage didn't show up on the carousel at Newark. I reported it lost with my airline at the airport. I couldn't get information about where it was. It took a lot of sleuthing and calling. Here's what I learned: Airlines won't necessarily tell you exactly where your bag is or when it will be delivered. The wheresmysuitcase.com site is not correct. It will say your bag is scheduled for pickup/delivery when it is not. I agree with others here when they say always pick it up yourself at the airport. Otherwise, it can get lost between the airport/delivery company/driver, etc. Call the delivery company who is charged with your luggage, NOT wheresmysuitcase. The email/text you get with information about delivery will state who the company is (mine was UGS1). Look up the company and call them directly. They will have more information and a live person to tell you what's going on, although they will not always know (sigh). I had to go to the airport and talk to someone at luggage services at the airline. They are the ones who know and will be able to tell you exactly what's going on. It's a hassle to go all the way to the airport but trust me, when you're desperate to locate your bags, this is the best way to do it. The people on the phone at the airline/airport/customer service will not be able to tell you. It saves the most time to go in person. In the end, after going to the airport, the airline's luggage service staff called the driver, intercepted my bag, and arranged for me to drive to the delivery company's warehouse and pick it up myself. It was difficult to arrange and took about a half hour of back-and-forth between the airline and delivery company, but finally it happened and I personally went there to get it myself. I immediately bought a tracker for my suitcase so this never happens again. I never planned to check my bag at the airport but they made me (stating a full flight). I had a cabin sized suitcase. You may think you won't have to check your bag in, but you never know so it's best to get a $25 tile or airtag for your bag in all cases. read more

Frontier airlines used this service for my bag. Flew from Burbank CA to Denver CO. It was horrible. Said it was going to be delivered by 3am so I woke up every hour of the night making sure I didn't miss a phone call. Around 6am it said package was unsuccessfully delivered. Didn't get a call or a text. It's hard to reach anyone, me and my family had to call 5 different numbers to reach anyone. Once we got a hold of the company, service was rude. Said I didn't have a apt number in the address, but I have an email confirmation that it was there. They got offended that I asked if I could just pick up the bag and not have it delivered ? I had to meet the driver half way from where he lived to get the luggage. It was horrible. read more

Their website is so unhelpful. I suggest contacting your airline's baggage claim office and asking for the contact information of the delivery company. Where's My Suitcase is not the actual delivery company, and I think they just manage overall delivery. Most airports will use a local company that is managed through Where's My Suitcase. In my case, I was able to do this and communicate with my specific driver that I would rather just pick up the bag from their office, which I preferred over waiting for delivery. I recommend you just pick up the bag from your baggage claim office!!!! It is a hassle but worth the headache of trying to track your bag once it's in another company's hands... Edit (2 hours later): After picking up my bag I just received an email that it is out for delivery... There is obviously a level of disconnect between WMS and the local companies they use. read more

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? read more

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Great customer service with Brianna from Where's My Suitcase? Very prompt response to my email. My luggage arrived in great shape. Thank you ! read more

If you're suitcase is delayed, choose to go get it at the airport. This delivery service has no phone number and no reliable costumer service. They hire one time drivers who don't do their job properly. I had two suitcases and only received one of them. On their website they marked both of them as delivered. Their driver delivered it at 1am (who does deliveries at 1am?!?) , didn't call, didn't ring the doorbell, I didn't give permission to drop anything off without my signature. This company is a scam. read more

Nobody likes to lose their suitcase. However, once mine arrived from Germany via Lufthansa at Dulles airport, it was moved along that day with a promise of delivery. In the evening, the driver called me to give an estimated time (after midnight), so I asked him to leave it in front of my garage. No problem. Delivered as promised. I would say the service was first rate. From the other comments, look like it is smart to avoid Newark, just saying. read more

I also wanted to balance these reviews. All these bad reviews freaked me out. I flew from Denver and my luggage didn't arrive which wasn't a shocker because the Denver baggage system failed and we left our bags at the counter. Plus they announced on the plane 100 bags will be left behind. When we landed they setup us with where's my suitcase. Monday it said it should have picked up at 7am and delivered at 3pm. Never happed. Called United and they fast tracked the process. Agree you can't email or call the delivery company. United used integrated logistics which only United can call. Phone number on one of my pictures. The bags finally left Tuesday 1230pm and I started to get alerts. All came in perfect condition and driver was nice. Just work with your airline to resolve. I was at home so I really didn't need the bags asap. Also with bad weather, Covid, short staff, the company had 400 bags and they're trying their best. Driver said most people received their bags 3-4 days later. Also. I think where's my suitcase is just an application and not a company. The company is the airlines and delivery company. read more

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I'm giving this clown company 3 stars only because they delivered my 2 bags intact, but only after FOUR miserable days of unrelenting phone calls to American Airlines and BSO at Newark airport to speak with a live person. I went through 4 days of hell not knowing whether my bags will be delivered--no phone number for WMS and email responses were boilerplate "sorry for the delay". At one point, AA told me that they were unable to contact WMS since no one was picking up the phone. Adding to my frustration were conflicting reports from AA as to when my luggage were picked up from the airport by WMS and delivery date and time. Finally my luggage were delivered 3 hours ago and yet WMS still shows "Pending Delivery." Then I received an email from WMS 30 mins after my luggage were delivered to say that my luggage have been picked up at the airport and taken to the distribution center waiting for a driver to be assigned. You can't make this up. The incompetence is mind-blowing. Lessons learned: 1. Keep calling the airline via phone and communicate via app 2x a day, everyday. AA probably got sick of me but who cares. I like to believe my persistence helped my case. 2. Ask the airline to patch you to the Baggage Resolution Office at the appropriate airport and request that they call WMS while you hold the line. 3. Don't believe WMS' delivery date and time because they're bogus. 4. Pick up the phone when you get a call from an unknown number--that could be your WMS driver calling you. It certainly was mine. 4. Get AirTags! I just ordered mine for my next trip read more

These f*king clowns take more than 12 hours to pick up 1 suitcase and make the excuse that they can't make deliveries after 11pm. There's absolutely no way to get in contact with them and there is no responsibility that they take. BS stupid company. How do airlines trust these idiots? read more

Garbage. Worst delivery service anyone can spend money on. The driver told me oh it's company policy, he can't leave the van whatever. And i gotta walk all the way out to pick up my own bag while he's sitting in the van listening to music. What a fucking joke. Delivery my ass. Go bankruptcy already. read more

I gave them one stars because they did end up returning my luggage. They did try. I will give them that. Otherwise, they would get no star! First, this is what happened 1. Lufthansa lost my luggage on August 5, 2022 in Frankfurt. 2. Lufthansa did not give me updates till September 6, 2022 3. Lufthansa forwarded my luggage to my nearest airport on Sept 8, 2022 4. Found out WheresmySuitcase was the vendor. 5. I got by luggage on Sept 22, 2022. I did not know where my luggage was till it showed up at my door on Sept. 22. Lufthansa had my luggage somewhere for 7 weeks. Neither Lufthansa nor WheresmySuitcass replied to my inquiries before I got my luggage back. Thank you for returning my luggage in one piece though. You deserve at least one star. As stated, it took 7 weeks to get my luggage back. That is 49 days. If one is a Buddhists, that is how long a soul needs to go through an "intermediate state" (bardo) before one's next rebirth! So my luggage has symbolically rebirthed itself! Thank you Lord Jesus. read more

Poor delivery service. The wrong bag was left at the wrong address, and the driver admitted it was due to an airline tagging error. While the driver retrieved the incorrect bag, my suitcase was still missing. Unreliable tracking and no resolution in sight. Would not recommend it. read more

I gave them two stars because they did end up returning my luggage. They did try. I will give them that. Otherwise, they would get no star! First, this is what happened 1. Lufthansa lost my luggage on August 5, 2022 in Frankfurt. 2. They did not give me updates till September 6, 2022 3. They forwarded my luggage to my nearest airport on Sept 8, 2022 4. Found out WheresmySuitcase was the vendor. 5. I got by luggage on Sept 22, 2022. I did not know where my luggage was till it showed up at my door on Sept. 22. Lufthansa had my luggage somewhere for 7 weeks. Neither Lufthansa nor WheresmySuitcass did not reply to my inquiries before I got my luggage back. Thank you for returning my luggage in one piece though. You deserve at least one star, but I gave you bonus because I'm a nice guy. As stated, it took 7 weeks to get my luggage back. That is 49 days. If you are Buddhists, that is how long a soul needs to go through an "intermediate state" (bardo) before his next rebirth! So my luggage has symbolically rebirthed itself! Thank you Lord Jesus. read more

This company must be two dudes smoking pot 7 hours a day and working for an hour. They have no customer service...as in NONE. You can't call. You can't email. Your bags get stuck with them and then you are just at their mercy. Their website updates are a joke, and rarely updated. If your bag gets lost, ask the airline if they use this service before you have them entrusted to deliver them. You'd be better off driving hours to the airport to get the bags yourself. When will airlines dump this disaster? read more

My bag was delayed, but the airline found it and it showed up at my destination airport a day later. I received an email notification from the airline that my bag had been located and was now being handed off to Where's My Suitcase, and within a few minutes of that email their tracking website also displayed delivery info, the ability to update my contact info or delivery address, etc. Less than an hour after the initial email, the driver called me personally to let me know he was about 10 minutes away. Driver arrived with my bag shortly thereafter. 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. It's never fun to have a delayed bag, but once the airline got it to my destination city and handed it off to Where's My Suitcase, the delivery process couldn't have gone more smoothly! read more

terrible app and service. Was promised delivery by 1pm and then at 230 was told it will be 3-4. this was after I inquired: they did not proactively reach out. Do not recommend. Alaska air should abandon their services read more

I had to deal with this company because Lufthansa lost my bag. They have a baggage tracking page which shows some approximate information with some significant delay, not in real time. Also, it does not tell you how many stops are there until your turn comes, so you're just left guessing. On the day of the delivery, when the driver was close to my home, **he called me and told me that he will arrive in 7 minutes**. I told him I'll meet him outside of the building and I went downstairs immediately. I waited and waited and waited. After ~40 min I checked the tracking page and the driver went somewhere else. I tried to contact the driver, but I got some sort of robot. I tried to contact the company, but they only offer an email address. A few hours after that, I got a new message as if the delivery started again from the airport. This time the bag was delivered successfully to me. Bottom line: communication is simply awful, but once your baggage is in their hands, you'll most likely get it. read more

I wish SOOO much that I did not press the button to have American deliver my late bags in 4 hours. In reality, it depends on how busy WMS is. They picked my bag up about 2 hours after it arrived. Now in their system, their portal status said they would arrive between 8pm and 2am. At 1pm the portal had not been updated at all. Reading these reviews, it appears they don't update the portal status again until the bag is actually on it's way. So the good news is if you have a WMS tracking number they do have your bag. The bad news is you have no idea when it might arrive. If you're lucky it will be 24 hours after it arrived at the airport - not 4 as American said. I fault American more than WMS for advertising false expectations and being totally unsympathetic. read more

This company is a disgrace. I was contacted by my airlines at 6:30am to say my bag had arrived, then contacted by a driver at 9:30 am. There website says they picked it up at 8:30am. It is now 6:45pm and no suitcase. I am 10 min away from the airport. The site says it's still at the airport. I would have picked it up. read more

Still waiting after 2 days to locate my suitcase they said was delivered. I'm on a business trip and have had to go buy clothes and incidentals for 2 days to try to get by so I can still attend work meetings. read more

Unhelpful. Unreliable. Condescending. Discourteous. You are a service that caters solely to people who feel helpless, confused, and a little desperate. How about taking that in to consideration before responding by cutting-and-pasting unhelpful advice and sending rude replies? Anyone contacting you just wants what belongs to them. After flying great distances in the middle of a pandemic, a little consideration and empathy is not too much to ask. That, and some actual assistance in finding luggage, of course. In a time where everything and everyone is tracked to their exact location, not knowing where your belongings have gone is unsettling. Put yourself in the place of your customers for 30 seconds. We didn't choose your service. We didn't ask to be in this situation. Perhaps add some more representatives to your customer service staff. Perhaps more personnel would mean better service. And less rude, condescending, unreliable, and unhelpful replies from a company that none of us has personally hired. read more

At one point I got a call from them at 1:00 in the morning. They left a message saying I needed to call them back "ASAP" or they were going to take my bags back to the airport. After that it still took them 4 days to deliver our bags. I immediately noticed that all 4 bags reeked of cigarette smoke.  When I opened them I found that everything inside also stank like an ashtray.  We had to take everything out and wash it twice to get the smell out.  The bags are still out in my garage because they make the whole house smell. Contacted them and they just said I need to take it up with the airline. THESE PEOPLE ARE THE WORST!!!! read more

They don't call. They just don't show up. There is no call number. The online tracking doesn't work. Shows bag in small place even as alerts say the driver has picked them up. read more

Wheres My Suitcase - Late delivery - Professional Services Near Me - Houston, Texas

I wish I could give this company a 0. My bag was delayed onto a later American Airlines flight coming home to Atlanta, so I figured I would just have it delivered. TERRIBLE idea. I should have waited the 3 hours for my bag at baggage claim, because now my bag is lost and I may never see it again. I landed at 7:30 pm on Monday. At 2 pm Tuesday, I got notification that "delivery was attempted" by a driver named Wilburn. Wilburn did NOT, in fact, attempt delivery or even call me. Now I have no way of tracking my bag, and the "customer service line" is not connected to a real number. I have emailed multiple times with no response. The worst part is that I am moving to a different state on Thursday, so I will likely never receive my bag. If American Airlines delays your bag, DO NOT opt to have it delivered - I wouldn't trust this sketchy company with my worst enemy's luggage! read more

If I could do a negative rating I would. The information provided by American Airlines and the wheresyoursuitcase.com indicated my suitcase would have been delivered over two hours ago. According to the American airlines information it landed at 1:30 in the afternoon in the Nashville airport. If I had known it was gonna be this late at night and it still would not be here I could've gone up and gotten it myself by now NOT a happy camper read more

Chris from Colorado was incredible. He personally called me and made sure the drop off location was comfortable for me. He then agreed to change route to bring it to me directly and it was in less than 10 min. What a neat concept.... pretty brilliant. Thanks Chris read more

Thank God I have an airtag in my suitcase and was able to track down my bag to a local delivery service. After waiting two days, I finally reached a dispatcher and was able to light a fire under him to get my bag delivered, three days after my plane landed. You cannot call them and they do not return emails. Where's my suitcase has no customer service and they simply do not care. They have their contract with the Airline, who is their customer. I don't know who lies more, this company or the Airline (American). read more