Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22138895
  
  I am rejecting this response because:

  
  I reject their response because they failed to do their job to pick up and deliver ALL my bags  for my family. They only picked up four bags despite multiple confirmations with them that we had five bags. They are the reason my bag was missing for 4 days before anyone realized it was missing and they think they are not liable. Before my cruise, on 7/20/24, I placed an order with Bags *** for five bags to be picked up by them from my cruise Ovation of the Seas and received a confirmation email from them for my order of five bags.On 7/31/24 I received an additional confirmation email from **********/Bags *** for my five bags. Also, on 7/31/24 I received five luggage tags and five airline boarding passes for family. I placed all five bags outside my cabin with the Bags *** tags on them as instructed by Bags *** and Royal Caribbean. I flew home thinking everyone did their job and on 8/2/24 is when I learned one of my bags did not make it to my home destination. During the entire following week, I tracked my own bag down and learned where the completely avoidable mistake took place-  Bags *** has no policy or procedure to verify with the cruise line that they have  picked up the correct number of bags despite repeatedly confirming with the customer the number of ********************** that need to be picked up. If they had a procedure in place to verify that they picked up five of the five bags we signed up for that would at the very least have both Royal and Bags *** on alert one was missing.Instead, they count nothing. The fact that I as the customer had to track my bag down from the airport to them is ludicrous. They are liable for not doing their job. Instead, my bag was missing for over 4 days before anyone began looking for it. Bags *** completely dismissed their failure in this process. They are gambling with peoples luggage and point the customer to everyone but themselves.Their job is to pick the luggage up from the cruise and deliver it to the airline. They did not do their job and my bag is still missing. I wanted to file a missing bag claim with them, and they refused. Thank goodness I have my own travel insurance, but this does not take away from their piece in all of this.They did not verify they picked up my luggage or deliver my luggage all because as they stated, that would take too much time to verify all that luggage.  Other customers need to know this flaw in their process and decide if they want to take the risk. I will not take that risk again and I will continue to make sure everyone is aware of their who cares attitude.  When using Bags ***, customers are not signing a stress-free way for your bags to get from the cruise to the airport. 
  Sincerely,
  
  ******** *********

  ned up for 5 bags and only 4 of my bags made it to MCO.

  Business Response

  Date: 09/05/2024

  On August 6th, guest ******** *********, had called our agents at Bags to report one out of two bags never arrived at her final destination airport after signing up for the ****************** offered onboard cruise ships in ********  The port valet service involves many parties, including cruise ships ( on board), Bags ***** baggage handling and logistics), and Air carriers. 
  The inquiry was passed on to management where the guest was immediately contacted that same day to assure her the lost luggage request would be followed up. 
  Communication with the guest continued on August 7th, relaying to her only one of her bags was successfully delivered to our team from the ship team, where it was scanned and processed, per our operation procedures, and delivered to the appropriate airlines. The other bag in question, had no scanned or printed airline bag tag report as the physical piece of luggage was never received by the Bags team. All of this information was relayed to ******** as well as the response of confirming the description of the bag in question as well as relaying we would be reaching out to the ship and pier teams to continue the search.
  August 9th was the next follow up update with the guest letting her know the teams at the cruise terminal as well as shipboard staff were diligently looking for the bag that was never transferred to the ****************** landside Team (Bags **** to be processed. 
  The last response to the guest was August 10th after multiple attempts were made to locate the bag in question but our team and partners have not been able to locate it. Earlier in conversations, ******** requested further options for insurance purposes where our company happily provided a letter that could be given to her insurance company for a claim. It was also recommended to her she may continue to pursue this bag in question with other parties in order to recover. 

  Business Response

  Date: 09/23/2024

  Bags *** adhered to the established protocols and policies to address the guests concerns and continued to provide updates. Per the previous response, a detailed timeline was outlined on each communication correspondence. The port valet service involves many parties, including cruise ships (on board), Bags *** (baggage handling and logistics), and specific Air carriers. 
  The inquiry was passed on to management where the guest was immediately contacted that same day to assure her the lost luggage request would be followed up. 
  
  The bag in question, had no scanned or printed airline bag tag report as the physical piece of luggage was never received by the Bags team. The team had no physical bag to scan and deliver to the appropriate aircraft. 
  
  Earlier in conversations, ******** requested further options for insurance purposes where our company happily provided a letter that could be given to her insurance company for a claim as per our company procedures. It was also recommended to her and still recommended that she may continue to pursue this bag in question with the other parties in order to recover as Bags *** did not receive this particular piece of luggage. 

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 7th at ************* at *********** in approximately 10am. I used the service and tipped 3 dollars I forgot getting a receipt and I don't even remember signing. Later after checking my bank statement I was charged $40 ,I have disputed with MC and because of no receipt there was nothing they would do. I have called numerous times and left messages with no reply back to Bags.I thought you should know that you have thieves working for you.