Terrible, inaccurate web site with no way to call them or get an update.

This company is horrible. My husband and I had used Air Canada and flown into PDX to find that one of our bags was delayed. We then stress out because the contents of the bag itself amounted to thousands of dollars. We waited two days for them to deliver the bag to only open the door and see they had dropped off someone else's bag without even contacting us or having us sign off on the delivery. The bag they delivered doesn't even have a baggage tag on it so we are not able to find out who this other bag belongs to. After contacting Air Canada they were supposed to come back and retrieve the random person's luggage that I have. I have been contacted them and Air Canada for days now but nothing has been done and no one is able to give us any information on where my baggage is or who was handling the delivery or whom they could have possibly given my bag to. I have just come to the conclusion that the driver has probably stolen our bag and did this on purpose. I just wish I was given more information and contact information to involve Oregon police. read more

I wanted to leave a complete review because many of the reviews on here don't tell what ended up happening to the suitcase, which made me very nervous during my unfortunate run-in with this company. I was flying back to NYC on Southwest and had a connection in Dallas, I assume this is where one of my two bags was stuck as I made it to my original airport with more than enough time to check my bags and one of the two bags did make it to LGA perfectly fine. Upon arrival to LGA I had the usual experience of talking with the Southwest baggage office who were nice but not overly helpful, I was also not in a state of panic as I was home luckily and not on my way to a trip. I was told the bag should arrive that night and would then be delivered within 4-6 hours once it is picked up in an airport "sweep" that occurs at 7pm, 9pm, etc. Around 9pm I was called by the Southwest baggage office and they let me know my bag was found and out for delivery and should arrive between the hours of 12am and 4am that night. Obviously not ideal timing and after a long holiday I was exhausted and scared I would sleep through a phone call from the company delivering my bag, the infamous Where's My Suitcase. I stayed up most of the night waiting on my bag and tossed and turned past 4am in case the bag arrived late, with my phone on loud and much anxiety over the thought of my new suitcase and all the belongings inside being left on my NYC apartment steps. After running down the stairs at 5am to check if my bag was there, no bag. I tried to stay calm, but continued to check the tracking on the Where's My Suitcase website. They did not list a phone number, so I emailed their customer service around 8am and about 36 hours later I have yet to receive a response. Later that day I read through all the reviews and became pretty alarmed, so around 4pm I called this number (407)284-1231 (which I think is HQ because they patched me to another number) I found on yelp (thanks!) and was informed my bag would be delivered by 6pm that night. To double check that information I also called Southwest and asked them to contact the drivers, which was apparently a company called S14 at (718)456-1111. Though Southwest was nice, they did not offer any miles or money to pay for toiletries or anything of the sort. They told me my bag would arrive at 6:30pm. Both customer service reps at the delivery company and Southwest assured me the driver would contact me 30 minutes prior to arrival. With this information I scheduled an appointment I could not cancel for 8pm. Throughout this entire time from 12am the night before until roughly 4pm the next day the status on the tracker online did not change WHATSOEVER. Finally, I received an email update from the company stating my bag would be delivered between 4:30pm and 8:30pm. I left my appointment with 3 missed calls, but no voicemail. I called the driver back and he let me know he'd been at my apartment at 8:45pm, but despite waiving the signature he did not leave the bag because I did not answer the phone. Luckily, the driver was easy to communicate with and was able to swing back by my area of Manhattan after making his way across town. I finally got my bag back around 11:30pm that night. Avoid this business if you can at all, I don't necessarily blame the customer service at Southwest or the driver himself, but the system as a whole is completely flawed and leaves its customers with no understanding of where their belongings are - completely unacceptable! I plan on sending this review to Southwest so they become aware of the shady logistics company they are working with and hopefully do something to improve this service. read more

Most of my most serious baggage problems had to do with Southwest, not this company. Their employees were more helpful, polite, responsive, and informative than Southwest at least (though that is not really saying much). However, their site is complete BS and provides no real information (you have to call them for that). For example, they said my bag would be delivered "no later than 4," but that it wasn't even picked up by the delivery man at the airport until 5:15! Then I got an email that my bag had been delivered to my house an hour before they did it. read more

Wheres My Suitcase - My suitcase will be delivered no later than 4... but somehow was not even picked up at the airport until 5:15... - Luggage Storage Near Me - Houston, Texas

Joke of a company! There is no communication between the company and the customer. No working phone numbers, no responses. Been waiting over 3 days to receive a bag that they said they picked up. Horrible service read more

The fact that United Airline uses this company shows how much they care about their customers! My luggage was delayed for reasons unknown, after 6 calls to United asking where is my luggage and after 6 excuses saying it was out for delivery, I demanded to know who had my luggage and I would personally go get it since it was going on day 2! Finally they gave me Data Rush Couriers in which at first lied and said it was out for delivery ( at 9:45pm at this point) when I said I had my meds in my suitcase suddenly , I was told It was still at the warehouse if I wanted to come pick it up in which I did a 45 min drive! Not sure their definition of out for delivery?? Then they had the nerve to text and email me that my luggage was delivered on my door step at 10:45pm omg HORRIBLE!! Example of you get what you pay for United Airlines:( read more

Baggage supposed to be delivered today morning, but not yet delivered tonight. Extremely frustrating, misguiding updates and driver information. American Airlines is denying any responsibility read more

This is one of the worst businesses I have ever dealt with. American Airlines gave my bag to them to deliver after a change of flights caused my luggage to get to DFW airport late. I got an email with a delivery window. But they did not get my bag to me in the window. It seems there is no way to check on my bag. The wheresmysuitcase.com website is so slow it is unusable. Attempts to contact the driver failed. Called AA to get help from them. They contracted this crap company to deliver my bag. One would expect them to be able to help. But no, they have the same luck as me. My bag did finally arrive, but it was 2:35 past the latest delivery time I was given. No airline should contract this company to deliver it's late or lost bags! This company is bad news! I'm trying to help get the word out on them. Air Line Companies, Do not ever send my luggage to this company again! read more

My husband is currently without his diabetes insulin for 2 days now! Darlene the driver keeps calling him saying "oh, its not on my way home, so ill get it to you later" and more excuses. She promised his bag to him by midnight lastnight; no call, no show! He could end up in the hospital for his. He also has other medications he takes daily, and has been without them all!! She is now ignoring all of his phone calls and his bag is sitting in her car. I am across the country, or I would have filed charges for theft! This is the worst service I have ever seen! Shame on you. Her car has been in North Phillly since lastnight.... Do you even do back ground checks on these people?! Give my husband his bag (Insulin!)!!! God forbid anything happens to him, I will be AT YOUR COMPANY DOOR! read more

horrible service, awful customer services, they will send you an email telling you when your luggage is going to be delivered and you won't receive it for a couple of days after. I flew from Dallas and yes there was a story I explained to American Airlines that I am an active duty soldier I was coming home for 4 days to spend with my family before I leave for a 1-year deployment. I arrived on Wednesday today is Saturday and I have yet to receive my luggage. I called spoke with a gentleman I was assured the luggage will be delivered yesterday today I called again and the same excuse they gave was that the driver is on his way. he has been on the road the last 48 hours from Boston to Hartford CT. I tried to explain to the gentleman that I am leaving on Tuesday for a 1-year deployment and I needed my luggage because my equipment is in there he got upset started yelling at me told me if I didn't like their service I can literary GO FUCK MY SELF ( no I am not exaggerating threaten to call the driver back. my advice dont deal with them directly let the airline company do it read more

four emails 24 hours after assigned for delivery and no response. Santa Fe NM location is clearly unresponsive and unengaged.

I would give a zero if possible, don't listen to the good reviews they describe an exception not the norm. The norm is not delivering a delayed baggage by the promised time, and having no way of contact, not by phone not by email. If I had know that the delivery service was run by incompetent idiots, then I would have just picked the luggage up from the airport myself, instead of wait 5 (and still counting) days. The tracking doesn't update at all (even when they delivered 1/3 of my luggage) , and they don't respond to the email listed. They don't have a phone number listed on their site and at this point I'm not sure I'll even receive my last 2 bags. Not sure how such a company has managed to been hired out by major airlines. British airways also provided no help, they told me they essentially couldn't do anything after passing my bags to the courier, even though they exclusively hold any way of contacting the courier. I also found out that this website doesn't even manage the deliveries themselves and instead hire out local courier, so I have no idea where my luggage is despite being found. If they added a way to contact them and a way to find out where the baggage is and who the actual courier is, them MAYBE I would consider having to use this service again. Looking at their BBB rating, it's "F" rating very well matches the reviews here, can't believe such a "business" is allowed to operate like this. read more

Worst 'business' have ever come across. Luggage didn't make it into a connection flight BOS to LGA. JetBlue put a 'rush' on getting us back our luggage...flash forward 40 HOURS later and we have our luggage, when the one and only piece of communication was a text saying I'd have it by 2p the day earlier...a serious flaw in the airline travel system. read more

The suitcase arrived on time, which is why there is one star but the execution was lousy. 1) they only used the secondary home phone, not the cell. Wouldn't have been so bad except they only tried to text which obviously doesn't work. 2) they delivered the suitcase to the wrong address despite the right address being on the information and the label. 3) they left the suitcase at the door (of the wrong house!) despite the signature requirement. I had to walk around the neighbourhood until I noticed my case standing at a door around of another house on one of the side streets. If I hadn't checked my mail and noticed the "suitcase delivered" message I wouldn't have known to look and the case would have been out there all night or, more likely, nicked. Not impressed. read more

I was traveling with my girlfriend to orlando. American was unable to get our bags on our layover flight in time before takeoff. Get an email from where'smysuitcase(answer: they don't know) saying they'll get it when it arrives and deliver it to where we are staying. My scheduled delivery is 4 am and my girlfriends is 2 am. Wake up the next morning and hers arrived but mine didn't. They never loaded my bag on their truck to deliver. I email the customer "service" at 7:30 am asking what is going on and finally hear back at 6pm that same day, that it is out for delivering. Watch the tracker online and see it arrive at my location. I go to the front desk to claim it and they say that my bag isn't there. The driver dropped off other peoples bags at my resort but not mine. How hard is it to group together bags? Currently 9:20 pm and waiting for him to hopefully make the long loop back around to me. I also attempted to contact the driver with the "leave a note option". Either he never got it or is ignoring it but it is ridiculous that there is no phone number to call or text for information. Truly a terrible company run by incompetency from the top down. read more

This started out with JetBlue losing my checked bag on a flight I needed to have changed. I was traveling on orders for the government and they could not get me to my destination in any semblance of "reasonable amount of time". My flights were delayed 4 times leaving Boston and after having to change flights my bag was sent to the first flight, not the second. It took 2 days to figure out what had happened, and the delivery service was "wheresmysuitcase". They have no phone number. Likely due to persons using the excuse that they could not locate the hotel due to an incorrect zip code. That portion was handled by JetBlue baggage claims personnel. The hotel is 12 minutes from the airport and the drivers person CALLED THE HOTEL TO MAKE SURE I WAS STAYING THERE!!!! No bag. I have a seizure disorder and my medication was in that bag. Now I am 3 days without my luggage and I have zero recourse. Far and away the WORST service I've ever received from anyone for anything. If I could take stars away from positive reviews I would. read more

The service functioned perfectly. Yes it was disappointing that our bags got lost in the first place, but the online tracking from Where's My Suitcase worked very well. I don't know why other reviewers are saying there is no accountability. I had the driver's phone number, e-mail address, a picture of his face and a picture of his van. I even called the guy and he picked up right away. Maybe this is a new feature. I'm sure the reliability depends on the driver, but my guy was great. Two suggestions for those who use this service (not like you have a choice). First suggestion is to call the driver once you see who it is on your status page on Where's My Suitcase Website. Second suggestion is to keep calling the airline's (in my case, United) 800 number to make sure they agree with what Where's My Suitcase is saying the status is. It may be that people only resort to Yelp when they have a complaint. I thought I would put my positive story here as well to provide some balance. Sorry to hear so many people have problems with these guys. read more

Had a nightmare night of flying home and my suitcase of course was lost in the shuffle. I did manage to get it back in a decent amount of time. However, the lady delivering my package was really nasty. She made a comment about my appearance in the third person, like I wasn't there, and all but tossed my bag at me. She was also impatient and rude on the phone when I was giving instructions on how to get to my place. It's not my fault you're having to deliver my bag. Good grief. read more

This company is trash. My daughter's bag was given to these jerkoffs by AA on 1/9 at 6:15AM. They sent an email saying ETA was 1/9 12:15PM. It never showed up. They called at about 6pm to say it would be delivered around 1/10 12:00AM. I stayed up waiting and nothing came. I called to ask the status and they said the bag was handed to the driver at 9:18PM and they have a 4-6 hour window. I waited until 3:30AM and it still hadn't shown up. I called again and they basically said they couldn't do anything. They had no way to reach the driver, they had no supervisors, and all I could do was send an email customer service asking for assistance. Here it is 12:15PM - a day after the scheduled delivery, and I'm tired from having been up literally ALL NIGHT LONG waiting, with no communication from the driver or parent company. These guys are real scumbags. read more

If could write a review with no stars I would do so. This company is absolutely incompetent and horrible. In spite of their assurances of delivery of my lost luggage at a specific time, it never happened. They were rude and completely unaccommodating once I finally made contact with them by way of phone. If there is anyway to avoid using them, I highly suggest doing so. read more

Delivered faster than expected in Blacksburg, Virginia. Drove over the 40 miles from Roanoke airport pretty fast. This was in the middle of the Polar Vortex ! Friendly driver, bags arrived in good condition. read more

I was nervous when I looked up this company after I got the email about my bag being on its way. We live 2.5 hours from the airport and from the moment we received the call from the airline to the moment it arrived on my doorstep, was less than 7 hours. The bag arrived significantly earlier than the estimated time. I wanted to make sure to give a positive review since there are so many negative ones here. Our experience went perfectly! read more

Unfortunately very poor communication with this company. Notes on website encouraging you to "meet your driver" with his/her phone number and email is simply for show. I called the driver, after the scheduled drop off time for my luggage, to see if he was going to be nearby as I had a prior obligation in the city and did not know whether I should wait in LI any longer. Needless to say, the driver did not return any of my phone calls (I left a voicemail just in case). I completelyyyy understand NYC traffic and delays in general, I just needed an honest estimation. The customer service email listed on the website does not prompt a response within 24 hours, as they promise, and as of right now, it's been more than 24 hours and I've yet to receive a response from them. Truly unfortunate. Even though I received my luggage at 5pm (was scheduled for 1:30pm) the upside to all of this is that I have my luggage. read more

Wheres My Suitcase - Luggage Storage Near Me - Houston, Texas

ATL to MIA, get a text from Delta saying bag delayed so I completed the delayed baggage form - no help from the people in the Delta baggage office - seems they could not care. Got home and asked for delivery today and then this morning get an e-mail with name of driver etc saying they tried to deliver and couldn't and to contact Delta. 1. They didn't try - no phone call, no e-mail, no doorbell 2. Calling Delta is like pissing against the wind, they call WMS and can't speak to anyone So, here we are waiting with no idea where the bag is or when it will be delivered. Next time. I will wait for the next inbound plane or request the bag be kept by Delta. WMS is a POS and Delta customer service is just getting worse by the minute read more

Really awful service. I had my suitcase delayed after my flight was rebooked, and when it was delivered the next day, it was someone else's! So I send off an email, because there's no customer service phone number of course, and then proceed to call the airline, to see if they can be of any assistance. In contrast to these people, delta airlines was immensely helpful, and I managed to get in touch with someone from the baggage desk at the airport, have them call the company, get in touch with the driver, and have him turn around and fix the error, all before Where's My Suitcase bothered to send me a form email telling me to call the airline. Never again will I use these people If I have a choice read more

If only I could give 0 stars! This company is terrible. Southwest lost my bag on a one hour flight from Phoenix to Denver. I was called at 6 pm and told that my bag was found and was picked up by the driver and that my bag would be delivered by 12 am. After 12 am, still nothing. Not even a call form the driver. I called Southwest back and they say they can't help, so I am stuck with no toiletries, no clothing, etc. So much for customer service! read more

Just horrible. My bag didn't make it to baggage claim on time but would be there with the next flight (in 1 hour). I was told my bag would be delivered to my by that afternoon (around 2). When the process began I was then told my bag would not be delivered until 5:30. By 5:30, and no bags, I was told Wheres My Suitcase had an additional 4 hours to deliver my bag after the original delivery time. After that came and went I was told my bag would be delivered within 2 hours. After spending $50 at CVS so I could brush my teeth, take out contacts etc. my bags finally arrived at midnight. Then the company lied and said the bags arrived at 9:00. IF IT IS AT ALL POSSIBLE JUST WAIT FOR YOUR BAGS. DO NOT TRUST THIS COMPANY. read more

Flight was cancelled our connecting Southwest flight due to FAA issue at our destination. We were able to get on another flight later that day, and we THOUGHT all was well. Despite being assured by SW that our luggage would be properly transferred, we landed to find no luggage, and a line of about 10 people with the same problem. Ok, we took a breath and did what we had to do, finally getting our claim filed about an hour later. We were told delivery would be the next day. It was sunday the next day, so we figured, no problem, we'll just hang out and wait. HA. Well, morning came and went and nothing. Finally got a call around 2pm saying the luggage would be delivered within a 6 hour time frame. Six hours came and went and we called them, and were told again- delivery would be within a 6 hour time frame. So, we resigned we would be waking up to a knock on the door in the middle of the night. Woke up for work and found no luggage. We called and were told the luggage was still in the warehouse and was not assigned a driver and would be delivered around noon. Noon came and went, so we called twice with no answer. Then, we got an email at 1pm stating that the luggage had been delivered. But, no it was not delivered. We finally called Southwest and told them they had to intervene, that we had tried and got no response. They did call WMS, called us back and were apologetic and said the driver was 'confused' and we'd have our bags in an hour and a half. An hour and half went by and we get a call from the DRIVER....saying he'd be here in an hour and a half. What a terrible service. Southwest needs to get these folks in line because they will be losing customers if all these 1 stars out of 5 keep up. I'd give a zero if I could. Terrible! read more

I never received my bag. It arrived at SFO and was supposedly given to this company for delivery....then it disappeared. United says it was stolen and sent me reimbursement check. read more

This is the worst. I travelled on Alaska Airlines & they intentionally removed my 15 lb bike along with other people's suitcases because the airline claims they had a weight limit issue. I suppose Alaska Airlines' answer to this is to contract with Where's My Suitcase so they don't have to deal with the customer service nightmare that they created. This company sent me a text that my bike would be here by a certain time of day and that time has come and gone and still no package. To make matters worse, there's no phone number to call. Evidently, Where's My Package chose not to have a customer service phone number (something every company has) to purposefully force customers to use e-mail so that the Company can choose when and if to return your inquiry. Awful, awful, awful. read more

Terrible awful service. Said they delivered my bag yet they did not. Cannot get In direct contact. Same problems everyone else is having

This company is designed so that you cannot contact them. No phone number on the form provided by AA. Vague website updates. No way to know where the driver is. This is 19th century luggage delivery in 2019. All that's missing are carrier pigeons. Of course this is all intentional so that no one you can talk to is responsible for anything, and so complaints cannot improve the system. A perfect third party vendor for crappy U.S. airlines protected from competition by limits on airport capacity. read more

Scheduled to have my luggage delivered between 5:30pm and 9:30pm. I was texted 20 minutes after midnight saying they would be delivering my luggage in 30 minutes. Why even schedule a time if you are going to be over 3 hours later that the end of the window. Might as well just say "sometime after dark." read more