Our advice: pick up your own late baggage at the ALB airport! All day we have been "tracking" our suitcase on the web. With the delivery more than an hour late, we called the driver and it was a bad phone number. We tried to send him an email but it was a bad email address. Now there is a new driver assigned, with a new phone number and a new time. We called the new number right away. We were told the first driver was irresponsible (I guess they never bothered to check his phone number). New driver was courteous and arrived on time. read more

*for American Airlines* BEST EXPERIENCE POSSIBLE. I tried to fly standby and the flight was full. They loaded my luggage, but I didn't board. I talked with someone at the airport that was in charge of luggage, and they asked for my address, phone number, what my bag looked like, and something in my bag to identify it by. Then, they gave me a slip to put on my front door for the delivery. They said the plane was already on its way to NC, and that they would fly back that night or the next day, and my luggage would be taken off. Once the luggage landed, I got a text notification. Once my luggage was in possession of the driver, I also received a text notification with a tracking number and information on my luggage. This link also showed me the drivers name, phone number, a picture of the driver, and a picture of the driver's car. A few hours later, I received a call from the driver saying that she was 25 minutes away. I just received my luggage (: my experience couldn't have been better. Thank you so much! read more

I will start with blaming American Airlines for 1 losing my bag and 2 using this company. 31 hours from the point I landed to receiving my bag!!! I received a phone call at 11:00pm saying that the driver had three more stops before making it to my home and I should expect him around 1:00am. I politely asked him to hold the bag based on the delivery time, and he agreed and said that it would be on the 9:00am route. I even received an email saying it was scheduled to be on the 9:00am run. Then at 1:00pm I got some email saying I asked to have the bag held until 6:00pm. When I contacted "Where's My Suite Case" they couldn't even tell me where the bag was at. Then I got a call saying it would be delivered between 7:00-7:30. I called at 8:00pm and was told that it was still an hour out. When the driver finally showed up, there was no apology, all I had to do was sign a form on a clip board. What a joke. WORST Customer Service and American Airlines was no help. They told me to register a complaint on their webpage. read more

Their website really sucks as it is not properly updated. I wasted many hours trying to reach out to anyone at Houston/Hobby airport baggage claim (their lines are usually choked). In end, I called the general southwest baggage claim number and they said that for Houston bags are delivered by "Data Rush Courier". I found their number from google ((713) 686-5252) and called them and they said they will deliver the next day. Apparently, they also had my apartment wrong. read more

Incredibly bad service. No phone number to check on status of bag deliver, promised by a certain time and arrives hours later. Terrible.

Although it has thoroughly sucked to have my luggage delayed by United twice on simple direct flights and have to walk out of baggage claim empty handed, I have to say my luggage has been returned in a timely fashion both times. I agree the Where's my Luggage website could function better because it does nothing to calm my anxiety about exactly where my luggage actually is. But for sure once the driver's name, picture, and car info was emailed to me he showed up 1.5 hours later with my bag (from an airport 1 hour away) asked for a signature and was on his way. I actually contemplated giving him a tip but was like nope. He can ask United for a tip for all I care. Lol. read more

After arriving in our final destination having an unexpected short layover, I knew that one of our 3 checked items may not make it. Unfortunately it happened to be my son's car seat that was put on a later flight to arrive later in the day. Luckily, we had a spare and were able to get him home safely. I put in a request to have my son's car seat delivered to our house via Wheres my Suitcase. The two stars are given because we did receive the car seat within 12 hours but no more stars are given due to how our precious cargo was handled. I received an email at 9pm telling me that the driver was out for delivery and that it would not be delivered after 11pm (to be delivered the following day). We stayed up until 11, no delivery, and decided to make plans to be home the following day and went to bed. The next morning I see an email that says our car seat was delivered in the middle of the night. It had been sitting outside in the pouring rain all night with no protection. I emailed WMS customer service and expressed my anger at the disrespect my son's expensive car seat was handled. I received an email the following day saying my complaint had been forwarded to management and I have not heard anything since. We are lucky the car seat appears to be undamaged, but that is just the point. We were very lucky in this whole ordeal. I can only imagine how other people's items are treated who may not be as lucky as we were. Use caution with this company, they do not appear to have any respect for other people's property. read more

These people were contracted by United Airlines to deliver my suitcase to my house. I indicated that they could leave it on my small porch. They did, in the pouring rain with no cover of any sort. My bag was drenched, all of the paper material in the outside pockets were ruined and all of my clothing was damp and had to be either washed or dry cleaned, even the unused articles. I was supposed to be called before delivery. I wasn't and so couldn't gete home to bring the bag inside. When I contacted them I got this reply... "Thank you for contacting Where's My Suitcase Customer Service. I apologize for the inconvenience this has caused you. At the time you will have to contact United Airlines regarding any damage your luggage may have received. For your convenience I have provided United Airlines contact information below." If your bags are delayed and the airline offers to have them delivered, you should ask if this is the company they use and demand another carrier. read more

American Airlines failed me twice in one week by not getting my suitcase to my destination despite a long layover in Chicago each way. On my arrival, I ended up picking up the suitcase myself from the airport since the delivery time was scheduled for 3 am and I didn't want my elderly mother disturbed (1 star). On my return trip, the suitcase was delivered three hours earlier than expected. They sent me updates by e-mail with driver and car photos (5 stars). I split the difference and gave them 3 stars. 0 stars for American Airlines. read more

The driver was a total hag. She got me mixed up with someone else. Called me to tell me she was at my apartment. 20 seconds later, called again asking if I was coming. I'm sorry to inconvenience you for not sprinting down to the parking lot because the airline misplaced my luggage. God she was so salty... unsightly as well. read more

I would give them a zero if I could. Unfortunately, we do not have control over who delivers our delayed luggage, the airlines do. We flew United, they did not send our bags with us, and 36 hours later we still do not have them even though the airline had them at our destination airport 24 hours ago. United has the worst customer service, and thus, we get the delivery service with the worst customer service. Great system. read more

Wheresmysuitcase.com has had my bag now for over 24 hours. after 3 emails they had a representative call me and tell me it will be delivered tonight. I understand that loosing bags can be frustrating and the company is hard to work with but I have waited 9 days and my entire trip for Frontier Airlines to even manage to get my bag to the correct state. so waiting 24 hours here so far doesn't seen to bad. We did however notice that most airlines use this service to deliver their late bags and instead of spending another 1.75 hours on hold with Frontier Airlines after the 15 I already spent this christmas we decided to call a different airline. We called Alaska Airlines and got the phone number they call to get ahold of Wheres My Suitcase. To help make things easier on you I wanted to share that with you. (206)522-4651 11 days without cloths and make-up over the holidays and counting. read more

This company is worthless. My plane landed a little after noon with my bags having been left behind. The next plane carrying my bags landed at 5 pm. I was told I would receive the bags within 6 hours. I did not. Then I was told I would receive the bags by 6 o'clock the following morning. I did not. The bags did not arrive until 6 pm the next day, or more than 48 hours after they reached the airport. All attempts to contact Wheres My Suitcase were in vain. They don't answer emails and don't have any phone numbers. Gee, no phone numbers at all. What kind of business hasn't possession of a single phone? read more

They should get negative stars. There's no way to reach an actual person. I was able to get this phone number from a Delta rep after 4 hours on hold with the airline. It was for the delivery service here in Boston (I imagine they use different ones in every city): 617 569 8035 read more

Horrific. Confirmed eta multiple times: 8am, 10am, 2pm, 4pm, and then a 7-9pm confirmation was the final straw. Went to the location to find bags lying around unattended with easy access to the public. Shady stuff. read more

This has truly been the worst experience ever. Luggage was delayed at the airport after a transfer flight and we were told that the bag would be delivered to our home soon. Five days later, the bag has yet to arrive. I have contacted them a total of eight times and have yet to receive a helpful response. They claim that they delivered the luggage IN PERSON the same night of our flight at 12:10 am, when nobody was awake. I have now contacted a Delta representative to work with me on the case. We have yet to receive any update on our luggage from Where's My Suitcase, and will be sure to pick up the luggage PERSONALLY at the airport next time to avoid working with this delivery company. DO NOT TRUST THEM. It's better to make the drive to the airport yourself and pick up delayed luggage. If it were possible to give a negative star review, I would do that. read more

Terrible speed and execution. Delta has the bag since 7, yet not even picked up until 2:00 AM and I can't get it until 3:20 AM (still waiting). Also, if you say the bag will be there by 3, let's actually get the bag there by 3. And all the customer service I have received was a very short man on a phone telling me my bag will be there at 3 AM. No real time tracking or anything. Wouldn't be surprised at all if Uber/other ride-sharing companies destroyed them in the next few years read more

This company sucks. The driver was extremely rude. Still waiting for my suitcase two hours after so-called estimated delivery time. What a crock. Sent a message to the airline not to use this company. read more

Having a similar experience with a bad website, bad links in e mails, page won't load. "Something went wrong." Suitcase arrived at 9:45a in EWR, its now 11p and no suitcase. No phone number to call. No response to e mail. No way to contact driver to see if its tonight or never! Telling Delta (not that they are very high on my list) not to use these people. Find someone else. They suck. read more

Okay, here is my tip of the day! When Southwest loses your baggage, fill out the claim form and tell them to call you when they find it. Go to the airport yourself and pick it up, because if you use Where's My Suitcase they are going to screw it up 50 times worse. No way to communicate with them, their tracking system is a false sense of security. Their website shows that my baggage was assigned to their driver at 6:00 pm and that it would arrive by 10:00 pm. Still no baggage delivered, so I now have one of their own employees with my baggage, this is not the TSA, an individual...Thanks Southwest, way to look out for us! read more

I was told out have my bag by 1:30 p.m. after wasting half of my day waiting number being told what I won't receive my bag until 3 hours 4 hours later apparently no One cares at your company that people have schedules I didn't lose my bag the airline did it's not my fault and it's not my responsibility will be nice if your company and United Airlines took responsibility for what problems they have created by today's times I understand no one can take accountability for their actions read more

I arrived in San Francisco on Air France (one of eight companies that contract with Where's My Suitcase) on Tuesday. I was going to be away from my home for a couple of days, so I arranged to have them deliver the suitcase on Sunday. I just decided to stay home the whole day, and be there whenever the suitcase arrived. Customer service is minimal, however; you can check the status of your suitcase on their website. Patience is very helpful. After waiting all day, I finally got a call from the driver at about 9 o'clock at night saying that he would be there at about 11 o'clock. The driver actually showed up a little before 11 o'clock. I signed for the suitcase. Everything was inside, and nothing was broken, not even the bottle of wine. My only alternative would have been to drive four hours roundtrip and spend $20 in gas and bridge tolls to get the suitcase from the airport. I had to wait the whole day to get the suitcase, and it did arrive rather late at night, but the driver did get it to me when he said he would. read more

Zero stars. This is the worst company on the planet. Notice that nearly all users are giving a bad review. I don't understand how American Airlines could use a service with such poor customer service. read more

50 days after our bags were reported lost to Delta Airlines and at 3:30 am we awoke to a pounding on our front door. Awakened from a dead sleep and with no prior contact, our first thought was to call the police as we thought someone was trying to break in. As we looked through the door we saw a van racing away. As we cautiously investigated further we found our lost bag had been propped against our door. Grateful to have our bag back, but a terrifying experience with the delivery service! read more

I just received my bags (2) carry on cases Jet Blue via from Paul Pretti your driver who refused to bring the bags up to our apt. I was told it was against your company policy???? But as I see your review ratings are 1.5 I am not sure how they got so high based on Mr. Pretti's representation of your company. It looks like the air line industry does not pay attention to your ratings or they don't care about their customers who have baggage issues!!!! read more

We arrived to Portland International Airport from overseas on Monday night, 8:15 pm, but our one checked bag was due in on the next flight, 10:20pm. We were told by United that it would be delivered by the company they contract with about 1am. I told them to have the driver text or call me as I would wait up till it arrived. The delivery company (Portland Provisions) never arrived with my luggage. I then received an email from Where'sMySuitcase that said delivery was attempted. That was not true. I called United (since there is no number for Where'sMyLuggage) which is actually their call center in India and after three calls, someone there called the United baggage claim in Portland (they don't give out the direct phone number) and that person then walked over to their delivery company to find out where my bag was. Meanwhile, I got the number of the delivery company from the guy in India, and I called that company directly. They said that the delivery man actually went home to his house with the truck and my luggage was in his truck!!!!!!!!!!!!!!!!! Meanwhile, I was to drive my daughter back to Corvallis this morning at 10am. That was delayed. The company told me that they told the employee to get my luggage back to the airport and a delivery person would get it out to me by 12:30, latest by 2!! They said they'd call me to let me know. So at 12:45 I call them and they don't answer the phone. I call United back, still talking to people in India, and they call to the company in Portland and now are told that my bag won't go out for delivery until three and it might take up to six hours for me to get it. You can imagine my frustration. I called the company back directly and they won't answer my calls (three calls now) AGAIN (though they did answer United's call). I am so angry at United Airlines for using such an incompetent company and at Where'sMySuitcase.com for their competence at tracking and telling me that Portland Provisions did not even receive my luggage from United in response to the email that I sent to Where'sMySuitcase--even though they are the ones that at first tracked it and said an employee named Michael had my suitcase--, and especially at Portland Provisions for not returning calls and for their irresponsible employees. What a runaround! Three companies, one lost luggage, and two unhappy women. Update: Where'sMySuitcase still lists my luggage as 'attempted delivery' and to contact the airlines. This is 16 hours AFTER my luggage arrived at the airport. I am staying 18 minutes from the airport. There is absolutely NO EXCUSE for this poor service by Portland Provisions or Where'sMySuitcase.com. read more

Even though i had an hour layover in DFW my bag that American made me check never made on the plane to Atlanta. I went to American service office and they confirmed my bag was not there and might come that night. I get a message from American that it arrived and would be assigned to Wheres My Suitcase. Worst experience ever-they do not update their website, no telephone number to call -website said bag will be delivered at 1:45am and it actually was delivered to my hotel at 3:45am. Airlines should never trust them with a bag as it will make an already bad experience worse and the airline will be responsible for it all. read more

I'm not sure how this company has been able to fool all the airlines. Worst service out there.

The problem with the company is that you have to email them if you have a question or problem which is a MAJOR PROBLEM. For me, I would be happy to pick it up instead of them delivering it and emailed them, but by the time they responded it was already on route. Then they told me it was delivered, but I it is not in front of the house. My guess is that it was sent to the wrong address. no problem i can pick it up myself, but what address was it delivered to? have to email and wait again. Thankfully the resident where it was delivered to drove to my house and delivered it.... a simple phone call could have resolved all this problem read more

I agree with all other reviews. This is actually a no star review. This company is horrible. It truly is a shame for the airlines to sub this service to a company that operates in this manner. If the airlines truly care about their customers, they would Find another competitor. In today's world of service and business, surely a better company can be found. This company is a disgrace. Their online information is incorrect, they don't give you a phone number to contact them and they don't answer emails. You are at their mercy. I will never do this again. Next time, I will camp out at the airport until my bag arrives on whatever flight. Shame on the airlines for putting their customers through such a horrific experience. read more

My bag finally arrived. 4 hours past estimated time and 9 hours after pick up for delivery. No communication with delivery updates from the driver or the company, although my phone number was tagged on the bag. Nobody bothered to call me. I wish I read all the reviews posted here and chose to pick up the bag in the airport by myself, when offered. Puzzled why this company is in service. read more

Horribly run company! Kept my luggage nearly 12 hours, when the airport was 1 1/2 hours away. not sure what they were doing with it or how it was stored. Medicine inside is not to be trusted now. I am very upset, will NEVER use them again. Plus you can not contact them or the contracted courier. read more

This "service" blows. They take hours, you can't reach them, and they don't call when they say they will.