ST. LOUIS — Southwest customers caught up in the holiday chaos may still not have their bags. The company is struggling to get bags back to their owners. The reunification process is living most flyers in the dark.
5 On Your Side spoke with a Dallas woman who has not seen her bag since Dec. 28, which was the last time a tracking scan of the bag was made at St. Louis Lambert International Airport.
Another couple 5 On Your Side met up with lives an hour and half from the airport. They drove in Wednesday morning only to be told their bag might be on a FedEx truck heading to their house.
Before learning their bag was no longer at the airport, the couple was given a map at the Southwest baggage office inside of Terminal 2. The basic Google maps print out directed them to Air Cargo Road where Southwest has their offsite baggage storage.
Once inside, they were directed to another counter and never saw bags.
For a select few travelers, Wednesday was their lucky day.
"It was really pretty nice," Michelle Weller tells 5 On Your Side. "We went in, picked them out and came right out. So that was really easy."
"I only had to wait overnight, so not too bad," Sophia Ricciardi said with a shrug. "I barely got on my connection, and they had said I was going to get my bags on there, but they didn't make it. It just took overnight, and I got them no problems."
Both Michelle and Sophia had recent flights, which probably accounted for the easier baggage pick up. For the Grygiel family, they decided their best option was to not take any chances.
"We did not," Joe Grygiel said. "That was one thing we obviously were concerned about after watching the news just seeing the baggage issues. So, we just made sure that everyone just fit their bags in a single carry-on."
The Grygiels have not had any issues and despite their friends having problems, they said they will fly Southwest again.
"Listen...things happen and certainly admitted fault in what they did, and they are trying to take care of the people," Joe said.
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