@jbb663 wrote:
We arrived home on a flight to BWI airport on Dec. 26 and discovered that one of our checked bags (which was marked fragile) had the wheel completely broken off. We went to the baggage claim service counter and filled out the damaged luggage forms. We were pretty flustered and think that we accidentally left two books we were reading on the counter there and didn't realize it until we got home. We have called the SW BWI baggage claim office and left voice messages there 5 TIMES since then and received no response. We also filled out a SW lost and found form online and got only an automated response. What do we have to do to get someone from SW to call us back and tell us whether they found the books or not? If they have them, we'll come get them, but the airport is far from where we live. We realize it's a busy period, but come on, Southwest......
Sorry that your two books are missing. It seems even you are not completely certain about what happened to tham since you said "(we) think that we accidentally left two books we were reading on the counter."
Well if just 1 in 1000 passengers "lose" something, then that means that there are 160,000 lost items floating around Southwest this year.
It's unreasonable to believe that the airline has the resources or capability to personally respond to 160,000 passengers who want an answer to the question "where's my stuff."
The airline has a lost item protocol. Found items are shipped to a central location in Alabama.
At that location an attempt is made to match found items with those that are reported lost.
Sorry, but waiting for that process to play out i the best you are going to be a able to do.
