Complaints

This profile includes complaints for Blue Ribbon Bags, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Blue Ribbon Bags, LLC

  10 East 39th St, 8th Floor New York, NY 10016

  
• 

  Blue Ribbon Bags, LLC

  119 W 40th St Fl 14 New York, NY 10018-2514

  

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:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 March 16, 2025, I filed Mishandled Baggage Report ********** with Blue Ribbon Bags after my baggage was lost on a ******** flight. I purchased their baggage protection service, which guarantees $1,000 payment if a bag is not located within 96 hours. I complied with all requirements: filing a Property Irregularity Report (***) with SpiceJet, reporting to Blue Ribbon Bags within 24 hours, and submitting the *** to ****************************** with my Service Agreement number.Blue Ribbon Bags rejected my claim, falsely asserting that my bag contained a restricted item and is being held at *********************************************** (DEL). This is untrue, as ******** has confirmed via email that my bag is lost, not held due to restricted items. Despite providing this evidence, Blue Ribbon Bags has failed to respond further or provide updates, violating their service agreement. Their deceptive rejection and non-responsiveness have caused financial loss (estimated bag contents value: $1,500) and significant distress, breaching their commitment to assist travelers with lost baggage.Desired Resolution:Immediate payment of the $1,000 insured amount as per my Service Agreement.Attached Documents:Emails sent to Blue Ribbon Bags Blue Ribbon Bags rejection email claiming restricted items.******** email confirming the bag is ************* Irregularity Report (***) from *********I have received no further response despite multiple attempts to contact Blue Ribbon Bags via email (******************************). I urge the BBB to investigate Blue Ribbon Bags deceptive practices and false claim rejection, and to hold them accountable for breaching their service agreement.Sincerely

  Business Response

  Date: 05/23/2025

  This passenger's mishandled baggage report, **********, was denied for the following reason:
  
  This report is closed due to circumstances beyond our control. Due to the fact the passenger's bag contains a restricted item, which is not allowed to be carried in checked luggage, the bag is being held at *************************************************** airport for security reasons. 
  
  This information is also verifiable with the airline. Per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase, this bag is not considered mishandled.
  
  All customers are subjected to the terms and conditions of the Blue Ribbon Bags service agreement upon purchase and per section 3(j):
  
  Provider shall not be liable for any delay due to circumstances beyond its control. This is including, but not limited to, any bag that is unable to be loaded onto a flight due to security issues (including but not limited to dangerous goods found within the bag, and/or the bag being held up by customs for any reason). Additionally, with ****** to delivery failures by third-party carriers attempting to deliver the retrieved baggage to passenger, or any failure by passenger to use reasonable efforts to receive the retrieved baggage within the service period or assist the provider in any way requested by the provider within the service period. 
  
  This was also clearly stated on the confirmation email the passenger received upon purchase, as well as on the Blue Ribbon Bags website, as well as in the Blue Ribbon Bags Service Agreement, which was available to the passenger upon purchase.  
   
  Therefore, this passenger will not qualify for baggage retrieval services or our satisfaction guaranteed payment.
   
  Thank you.
  
  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  As part of a flight ticket purchased through flight centre, I was eligible for Blue Ribbon Bags ("BRB") mishandled baggage service. Per the service agreement terms: "The baggage tracking service offered by Provider comprises retrieval service for checked baggage that has not been loaded onto those flights which the Passenger has taken, or has been misdirected to a destination different from your flights end point destination, as reported by the airline flown (Mishandled Baggage)." If the Mishandled Baggage is not located within 96 hours, a payment of USD1000 is payable to the customer from BRB.After 96 hours elapsed, *** denied my payment citing the following: Per the airline's baggage system, your bag/s under tag number/s ******** (File Reference. **********) was loaded on flight EI3657 with the passenger, which arrived on 08/01/2024 at 5:32 PM local time. Per the Blue Ribbon Bags Service Agreement, this bag is not considered mishandled. As it states in the Blue Ribbon Bags service agreement: " This did not make sense to me as the airline tracking info I received said nothing about the baggage being loaded onto the flight. I sought clarification from the airline, which I received via their agent chat in Whatsapp (picture attached) that the bag was not loaded onto the flight and sent this to BRB. I also asked *** for their evidence that the baggage was loaded onto the flight. They did not respond to either of my emails, and many follow **** Under the terms of the Service Agreement, I am owed USD1000 and I would like that amount paid.

  Business Response

  Date: 09/27/2024

  Per the airline's baggage system, your bag/s under tag number/s ******** (File Reference. **********) was loaded on flight EI3657 with the passenger, which arrived on 08/01/2024 at 5:32 PM local time.
  
  Per the Blue Ribbon Bags Service Agreement in section 1, this bag is not considered mishandled. As it states in the Blue Ribbon Bags service agreement: 
  
  "The baggage tracking service offered by Provider comprises retrieval service for checked baggage that has not been loaded onto those flights which the Passenger has taken, or has been misdirected to a destination different from your flights end point destination, as reported by the airline flown (Mishandled Baggage).
  
  Our system is directly correlated to the airlines baggage system and we are not disputing if the bag is at *********** nor are we saying the passenger is possession of their bag nor are we saying airline is in possession of the passenger's bag, we are only clarifying that per the airline's baggage tracking system, the bag tag on record with the passenger's lost luggage claim with your airline, has been confirmed to have arrived at BHD airport.
  
  The airline's baggage system is still reflecting this information.
  
  Therefore, due to these facts and circumstances, this passenger will not qualify for our satisfaction guaranteed payment as stated in the Blue Ribbon Bags terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Additionally, we do not cover damaged luggage/items or missing/stolen items from your luggage or stolen luggage. We only track and expedite the return of lost luggage by the airline.
  
  Thank you.
  

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business refers to this clause of the service agreement:
  

  "The baggage tracking service offered by Provider comprises retrieval service for checked baggage that has not been loaded onto those flights which the Passenger has taken, or has been misdirected to a destination different from your flights end point destination, as reported by the airline flown (Mishandled Baggage).

  They further state in their explanation that "Our system is directly correlated to the airlines baggage system".  The service agreement does not specify that the report from the airline flown must be correlated to the airline's baggage system. The service agreement simply states "as reported by the airline flown". I have provided evidence from the airline indicating that the baggage has been mishandled as per the terms of the service agreement.
  
  Sincerely,

  
  ******** *********
  
  
  
  
   
  

  Business Response

  Date: 10/17/2024

  Per the airline's baggage system, your bag/s under tag number/s ******** (File Reference. **********) was loaded on flight EI3657 with the passenger, which arrived on 08/01/2024 at 5:32 PM local time. 
  
  Per the Blue Ribbon Bags Service Agreement in section 1, this bag is not considered mishandled. As it states in the Blue Ribbon Bags service agreement: 
  
  "The baggage tracking service offered by Provider comprises retrieval service for checked baggage that has not been loaded onto those flights which the Passenger has taken, or has been misdirected to a destination different from your flights end point destination, as reported by the airline flown (Mishandled Baggage).
  
  Our system is directly correlated to the airlines baggage system and we are not disputing if the bag is at BHD airport nor are we saying the passenger is possession of their bag nor are we saying airline is in possession of the passenger's bag, we are only clarifying that per the airline's baggage tracking system, the bag tag on record with the passenger's lost luggage claim with your airline, has been confirmed to have arrived at BHD airport.
  
  The airline's baggage system is still reflecting this information.
  
  Therefore, due to these facts and circumstances, this passenger will not qualify for our satisfaction guaranteed payment as stated in the Blue Ribbon Bags terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Additionally, we do not cover damaged luggage/items or missing/stolen items from your luggage or stolen luggage. We only track and expedite the return of lost luggage by the airline.
  
  Thank you.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased bag insurance when I booked a flight. My bag was lost for several days before it was finally returned to me. My Apple Watch was missing from my luggage. I followed the protocol in filing a complaint. When you call blue ribbon nobody answers the phone. Its supposed to be automated and tells you a copy of the complaint will be sent to your email address. Thats a lie. I havent received any emails, updates or nothing. Meanwhile my watch is still stolen

  Business Response

  Date: 08/22/2024

  We would like to point out to the passenger that we do not provide insurance at Blue Ribbon Bags, but rather a service of tracking and expediting the return of misdirected luggage. We are not insurance providers.
  
  After filing a lost luggage claim with the airline at the airport, the passenger was required to file a Mishandled Baggage Report with Blue Ribbon Bags in the manner instructed within 24 hours of your flight landing, in order to qualify for our service.
  
  We did not receive a filed Mishandled Baggage Report within 24 hours of the passenger's flight landing in the manner instructed and therefore, we are not able to qualify the passenger for our satisfaction guaranteed payment as it states on the Blue Ribbon Bags Terms and Conditions.
  
  This was clearly stated on the confirmation email the passenger received upon purchase, as well as on the Blue Ribbon Bags website, as well as in the Blue Ribbon Bags Service Agreement, which was available to the passenger upon purchase of our service.
  
  In addition, we do not cover damaged luggage/items or missing/stolen items from your luggage or carry on luggage/items.
  
  We only track and expedite the return of misdirected luggage by the airline. We recommend that the passenger seek compensation from the airline regarding these issues who is responsible for payments of that nature.
  
  We apologize for any inconvenience and we hope your baggage troubles are resolved shortly.

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I followed the correct protocol. Again when I called I went through the prompts and provided the necessary information. Its an automated service that supposedly takes the information then send a confirmation email which I never got. This was presented as travel luggage insurance and now youre telling me after my bag was lost and my watch is missing that I never had insurance? Why would I pay a ***** third party to track my bags? Which they never did that as well because nobody answers the phone or followed up with the claim I submitted. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 09/09/2024

  We would like to point out that we do not provide insurance at Blue Ribbon Bags, but rather a service of tracking and expediting the return of misdirected luggage by the airline. We are not insurance providers.
  
  Regardless of when the passenger filed a lost luggage claim with the airline, the passenger did not email or contact Blue Ribbon Bags in any capacity regarding their lost luggage nor file a mishandled baggage report ( MBR ) within 24 hours of their flight landing after filing a lost luggage claim with the airline.
  
  Per section 2(n) of the Blue Ribbon Bags service agreement, it states:
  
  Passenger must then report the Mishandled Baggage Claim to Provider, using the reporting methods as explained in section 2(j) of this agreement, including the airline-issued unique identifier for their lost luggage claim (file reference number) and for each bag (baggage tag number), and all required information, within 24 hours of the airplanes actual arrival time for the Mishandled Baggage Report to be processed. Any Mishandled Baggage Reports reported to Blue Ribbon Bags at any point after the expiration of the 24 hour deadline from the airplanes actual arrival time will be denied, regardless of the circumstances and reasons, and those passengers will not qualify for baggage retrieval services or for Service
  Satisfaction Guaranteed Payment.
  
  Therefore, the passenger will not qualify for our baggage satisfaction guaranteed payment per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  In addition, we do not cover damaged luggage/items or missing/stolen items from your luggage or carry on luggage/items.
  
  We only track and expedite the return of misdirected luggage by the airline.
  
  Thank you.

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  13/07/2024 $9 *********** committed to providing baggage support if my bag was lost during my connecting flights from ******** to ****** Gatwick The airline lost my baggage and after a 30 hour journey I put in a request within the 24hrs time frame for my missing bag but however, put the wrong bag code. When I sent the correct bag code BRB had already declined my claim and said there was nothing they could do and refused to respond to me. Even though, the codes would both be associated with my name therefore this has been an unfair denial as BRB would have been able to see that my other bag did not reach me. My bag has not reached me and it has nearly been a week Business has not tried to resolve the problem as they have now become unreachable.I should have received the compensation for my bag as I then had to go out and borrow money from someone to try and replace necessities that were in my bag at the time of it being lost with the airline.

  Business Response

  Date: 08/08/2024

  To be clear, this case was not denied for anything pertaining to the 24 hour period.
  
  Per the airline's baggage system, the passenger's bag/s under tag number/s ******** (File Reference. **********) was loaded on flight MU201 with the passenger, which arrived on [07/24/2024] at [06:42AM] local time.
  
  Per the Blue Ribbon Bags Service Agreement in section 1, this bag is not considered mishandled. As it states in the Blue Ribbon Bags service agreement:
  
  "The baggage tracking service offered by Provider comprises retrieval service for checked baggage that has not been loaded onto those flights which the Passenger has taken, or has been misdirected to a destination different from your flights end point destination, as reported by the airline flown (Mishandled Baggage).
  
  Our system is directly correlated to the airlines baggage system and we are not disputing if the bag is at *********** nor are we saying the passenger is possession of their bag nor are we saying airline is in possession of the passenger's bag, we are only clarifying that per the airline's baggage tracking system, the bag tag on record with the passenger's lost luggage claim with your airline, has been confirmed to have arrived at LGW airport.
  
  The airline's baggage system is still reflecting this information.
  
  Therefore, due to these facts and circumstances, this passenger will not qualify for our satisfaction guaranteed payment as stated in the Blue Ribbon Bags terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Additionally, we do not cover theft. We only track and expedite the return of lost luggage by the airline.
  
  Thank you.

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Blue Ribbon *** ******************* is a Scam I purchased my ticket for my family to travel to *****, to visit my Mother with CheapOair over the phone. Once my husband and I completed the sale the agent asked if we wanted to add baggage protection for $29.00. My husband then asked does that cover the complete trip. The agent assured us, that we would have no problems. upon arriving to ***** 12/12/23, we realize that 4 of our 8 suitcases were missing. When putting our report in with the airport, they apologized and confirmed that our flight was over the limit for packages and our luggage should be on the next flight tomorrow morning at 9am. DNATA ***gage service also stated that they were going to deliver them to my apartment were my family are staying. After the delivery of our luggage 12/13/23, we called them and reported that 1 of 4 suitcases was still missing. they said they would run a trace and be in touch first thing in the morning. The next day DNATA confirmed that they had no luck tracking my suitcase and will continue to trace every 3 hours. At that time my husband I decided to put a claim in with Blue Ribbon ***, we were sold on. Within 5 minutes I received a text and email notification that my claim was DENIED. They had the nerve to attach links stating that I would've had to put a claim in 24hrs, upon arrival. The agent never mention this important information, nor did I receive paperwork on the matter. People put in insurance claims when and if they confirmed damage. You would think that was good thing. People buy insurance for "Peace of Mind". I believe Blue Ribbon *** LLC is a scam. They count on people missing ta 24hr window, they were never informed/aware of. I WARN you get your protection through a legit company, perhaps your credit card company or bank. Save yourself the money and the disappointment. They need to do right thing by people who have already been traumatized, by their situation. SAD. What a Scam.Thank you for taking time to read my personal story

  Business Response

  Date: 01/13/2024

  The passenger did not email or contact Blue Ribbon Bags in any capacity regarding their lost luggage nor file a mishandled baggage report ( MBR ) within 24 hours of their flight landing.
  
  Per section 2(n) of the Blue Ribbon Bags service agreement, it states:
  
  Passenger must then report the Mishandled Baggage Claim to Provider, using the reporting methods as explained in section 2(j) of this agreement, including the airline-issued unique identifier for their lost luggage claim (file reference number) and for each bag (baggage tag number), and all required information, within 24 hours of the airplanes actual arrival time for the Mishandled Baggage Report to be processed. Any Mishandled Baggage Reports reported to Blue Ribbon Bags at any point after the expiration of the 24 hour deadline from the airplanes actual arrival time will be denied, regardless of the circumstances and reasons, and those passengers will not qualify for baggage retrieval services or for Service Satisfaction Guaranteed Payment.
  
  Therefore, the passenger will not qualify for our baggage satisfaction guaranteed payment or our baggage retrieval service per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Thank you.

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The airline my mother ***** traveled with lost her baggage and I paid for extra insurance coverage with Blue Ribbon Bags for her peace of mind and they will not honor thier responsibility of paying up thier so called coverage for peace of mind protection. Baggage details as follows: Date 8/05/23 Bag color Gray Rectangular Bag Flight# ***** Claim number from insurer ************ Insurer refernce claim # ********** Luggage number ZO ********** ********************** reference ID ******

  Business Response

  Date: 08/23/2023

  Per the airline's baggage system, the passenger's bag/s under tag number/s ******** (File Reference. **********) was loaded on flight ***** with the passenger, which arrived on 8/05/2023 at 6:55 PM EDT.
  
  Per the Blue Ribbon Bags Service Agreement in section 1, this bag is not considered mishandled. As it states in the Blue Ribbon Bags service agreement:
  
  "The baggage tracking service offered by Provider comprises retrieval service for checked baggage that has not been loaded onto those flights which the Passenger has taken, or has been misdirected to a destination different from your flights end point destination, as reported by the airline flown (Mishandled Baggage).
  
  Our system is directly correlated to the airlines baggage system and we are not disputing if the bag is at *** airport nor are we saying the passenger is possession of their bag nor are we saying airline is in possession of the passenger's bag, we are only clarifying that per the airline's baggage tracking system, the bag tag on record with the passenger's lost luggage claim with your airline, has been confirmed to have arrived at *** airport.
  
  The airline's baggage system is still reflecting this information.
  
  Therefore, due to these facts and circumstances, this passenger will not qualify for our satisfaction guaranteed payment as stated in the Blue Ribbon Bags terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Additionally, we do not cover theft. We only track and expedite the return of lost luggage by the airline.
  
  Thank you.

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  What is the purpose of paying extra for luggage insurance if this company doesn't do nothing benieficial for it's customers when luggage is lost or mishandled. Please lfinbd and locate the luggage!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************** ***************************
  
  
  
  
   
  

  Business Response

  Date: 09/25/2023

  As we have stated previously, per the airline's baggage system, the passenger's bag/s under tag number/s ******** (File Reference. **********) was loaded on flight ***** with the passenger, which arrived on 8/05/2023 at 6:55 PM EDT.
  
  Per the Blue Ribbon Bags Service Agreement in section 1, this bag is not considered mishandled. As it states in the Blue Ribbon Bags service agreement:
  
  "The baggage tracking service offered by Provider comprises retrieval service for checked baggage that has not been loaded onto those flights which the Passenger has taken, or has been misdirected to a destination different from your flights end point destination, as reported by the airline flown (Mishandled Baggage).
  
  Our system is directly correlated to the airlines baggage system and we are not disputing if the bag is at *** airport nor are we saying the passenger is possession of their bag nor are we saying airline is in possession of the passenger's bag, we are only clarifying that per the airline's baggage tracking system, the bag tag on record with the passenger's lost luggage claim with your airline, has been confirmed to have arrived at *** airport.
  
  The airline's baggage system is still reflecting this information.
  
  Therefore, due to these facts and circumstances, this passenger will not qualify for our satisfaction guaranteed payment as stated in the Blue Ribbon Bags terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Additionally, we do not cover theft. We only track and expedite the return of lost luggage by the airline.
  
  Thank you.

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  This company is a scam, you pay a small fee sure but they guarantee you a insurance for this 5$ when it is time to insure you in the case that your bags go missing they make up a false story that your bag has been found when in reality they have no idea where the bag is. I flew with emirates and westjet from ***** to ******, after a layover in ****** *** I received 3/4 bags when I realized the bag didnt arrived I filed a claim with emirates and westjet for a missing bag. Next I filed a claim with blue ribbon bags, they told me if the bag isnt found within 96hours/4 days they will compensate me **** ******** dollars or ****USD. Everythings is going good they send me status updates every 6 hours saying there have been no updates to the bag status. Come the morning of the 4th day approx a few hours before I was supposed to get my payout I recieve a text saying that your bag has been located at the local airport. Seems like great news I call both airlines again for an update and they clearly state that the bay was scheduled to fly back to ****** b it in fact it didnt end up being scheduled onto the flight. I attach proof in a email to blue ribbon bags and clearly show them that my bag is still in ***** and they deny the appeal request saying that they are certain it is *******. It may seem like a small sum of money to pay for insurance but be sure that this company is a scam who make their money off of individuals who trust them to insure their luggage.

  Business Response

  Date: 08/14/2023

  The passenger's MBR under ********** was closed with the following update: "Your bag(s) under tag number(s) #********, (File Reference. **********) has been confirmed that it has arrived at ******* Int'l - *** via flight AC851 at 11:37 AM MDT on 07/28/2023."
  
  This information is still clearly being shown in the airline's baggage system.
  
  Per section 2(j) of the terms and conditions of the Blue Ribbon Bags service agreement which were available and agreed upon purchase:
  
  All bags will be considered returned to the passenger, and this service agreement will be considered fulfilled, per the terms and conditions of the Blue Ribbon Bags Service Agreement, when as per the airlines lost baggage system, the bag arrives at the airport on record with the passengers lost baggage claim with the airline.
  
  Therefore, since the passenger's bag(s) arrived at *** airport on 7/28/2023, their file was closed, and your bag(s) would be considered returned per the Blue Ribbon Bags Terms and Conditions, as we do not handle delivery of bag(s) in these instances.
  
  In addition, we are not disputing and questioning if the passenger's bag(s) are still missing, nor are we saying that the passenger is in possession of it. We are only clarifying that per the airline's baggage tracking system, the bag under tag numbers ******** on record with the passenger's lost luggage claim with your airline was loaded on the forwarding flight flight AC851 which arrived on 7/28/2022 at 11:37 AM MDT to *** Airport.
  
  Please understand that the terms and conditions of the Blue Ribbon Bags service agreement are different from that of the airlines. The airline is obligated to open a claim for a lost bag if the passenger claims to have not received it, regardless of the reason.  As well, the airline's baggage system will continue to show a bag as "under tracing" if a passenger claims to not be in possession of it.
  
  In addition, this passenger's case was updated and closed nowhere near the 96 hour period. This case was closed on 7/30/2023 at 9:35 PM MDT which is roughly 2 days from the passenger's flight WS4223 which landed at *** airport on 7/28/2023 at 3:06 PM MDT.
  
  Our payments are only issued in the event that we are unable to facilitate the return of your lost luggage by the airline, within the service period, 96 hours from the passengers flight landing to the airport on record with your lost luggage claim and we do not handle delivery.
  
  Regardless of when the airline delivers the passenger's bag(s), since their bag(s) arrived at the airport on record with your lost luggage claim with the airline within the service period and we don't handle delivery, they do not qualify for payment in this case.
  
  Thank you.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased blue ribbon bag protection for multiple of my flights and the one flight I needed them, they failed to provide the service. Their policy of 24 hours from when the plane landed does not take into account the fact that due to being last on the plane, large customs line and waiting for my luggageI did not know my luggage was lost until at least a couple hours later. In addition to this, American Airlines guaranteed my bag would arrive the next day. I paid for them to tell me because I filed for help 25 hours after my plane landing instead of 24 they couldnt help me (oh and they sent me a very rude email as well). This is a terrible business that deserves to have no customers as they clearly do not value them or their situations. I simply want them to provide the service that I paid for which is bag retrieval.

  Business Response

  Date: 06/09/2023

  The passenger's MBR under *********7 was denied for the following reason:
  
  All mishandled bags must be filed with Blue Ribbon Bags in the manner instructed in the service agreement within 24 hours of the passenger's flight landing. American Airlines flight AA235 landed on 5/26/2023 at 1:20 PM (EDT), this report was filed on 5/27/2023 at 3:02 PM (EDT), which is after the 24 hour period from when your flight landed. 
  
  We have reviewed our database and the confirmation email was sent and delivered to the inbox of the passenger at ****************************** on 4/16/2023 at 12:00 AM EST by the online site or travel agency where they purchased their air ticket which contains their full itinerary for their trip along with their Blue Ribbon Bags service agreement number and how to file a mishandled baggage report (MBR) with Blue Ribbon Bags within 24 hours of their flight landing along with all the requirements.

  In addition, after reviewing our database again , there were definitely no issues up till now as we have received mishandled baggage reports from customers via the methods described in the confirmation email passengers received at the time of purchase of our service within 24 hours of their flight landing with their correct service agreement number.
  
  Therefore, since this passenger did not file a mishandled baggage report within 24 hours of their flight landing in any of the methods described in terms and conditions of the Blue Ribbon Bags service agreement, this passenger will not qualify for our baggage satisfaction guaranteed payment per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Thank you.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I travelled to ***** arriving on Sunday January 8, 2023. I travelled *************** to ****** and then EgyptAir to *****. MY luggage did not arrive. I filed a complaint with the Airlines (Report Claim #*****). I also contacted Blue Ribbon Bags immediately, as I had purchased baggage insurance form them before my trip. Six days later, on January 14, 2023, ******** contacted my and told me that my baggage had arrived at the *************, and it took another 5 days for my baggage to be delivered to my home . I did not receive my baggage until January 18, 2023. Per the terms of my baggage insurance from Blue Ribbon Bags, if I had not received my luggage in 96 hours, I was entitled to compensation from them. I did file a complaint and request for compensation online with Blue Ribbon Bags, but I have received no response from them. I have sent email, and also tried to call multiple times and and I am unable to reach anyone. It has now been one month and I have heard nothing from them and I have been unable to reach anyone to help resolve my situation. I am considering legal action but I would much rather try to reach an agreement if possible. I have the right to compensation, I paid for the service, I expect service.

  Business Response

  Date: 03/03/2023

  At the time of purchase of the Blue Ribbon Bags service agreement, the passenger receives a confirmation email with their service agreement number along with clear instructions on how to file a mishandled baggage report (MBR) within 24 hours of their flight landing along with all the requirements.
  
  We have checked in our database and there were also no issues up till now as we have received mishandled baggage reports from customers via the methods described in the confirmation email passengers received at the time of purchase of our service within 24 hours of their flight landing.
  
  Furthermore, we have reviewed our database and never received any email at all from *********************** (*******************) at ****************************** which is the contact email regarding any mishandled baggage reports and lost luggage up to this day and neither did the passenger file a Mishandled Baggage Report (MBR) in any of the methods described in terms and conditions of the Blue Ribbon Bags service agreement.
  
  
  In addition, emailing is not a valid way to file a Mishandled Baggage Report (MBR).
  
  
  This was clearly stated on the confirmation email the passenger received upon purchase, as well as on the Blue Ribbon Bags website, as well as in the Blue Ribbon Bags Service Agreement, which was available to you upon purchase.  
  
  Therefore, since this passenger did not file a mishandled baggage report within 24 hours of their flight landing in any of the methods described in terms and conditions of the Blue Ribbon Bags service agreement, this passenger will not qualify for our baggage satisfaction guaranteed payment per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Thank you.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased baggage protection with Blue Ribbon Bags for 7 dollars, and added $46 for a suitcase up to 23kg with ****** airlines, upon purchasing my flight ticket to *********. At the airport I requested that my two small carry ons board the flight with me (12kg total) come with me on the flight so Im not delayed picking it up, and bc the transfer in ****** was only 50m long. They promised it would be rushed thru. Long story short, my bag didnt make it from Athens to ********* on my connecting flight on Jan 2, 2023. It went to ******, Casablanca, Fez and was put under someone elses name, all before it reached me only after I got home to ********. Jan 15th, 13 days later. I immediately filed a claim in the ********* airport, and trusting that ****** airlines is on top of lost luggage, per their site (see screenshot), I trusted that my claim will be filed. For backup, I decided to contact Blue Ribbon, within 24 hours of landing. I filed a claim, which was denied with an error warning, making it unclear why or how to file again. After phone calls abroad and ruining the first day of a very important trip for me, I got the third claim number Id need to file the form properly, in the meantime having sent them the misplaced luggage claim to their email address. They shook off responsibility immediately. So not only did they not get me my luggage within the promised 96 hours, they are also refusing to compensate me the promised **** EUR. If you look at their ******** page, at the screenshots I sent, nothing there indicates anything about filing within 24 hours. Landing in a foreign country without proper cell coverage, internet, finding your accommodations, and having to file your lost luggage report in a foreign country is hard enough as it is, and they keep telling me they are not the insurance company and they are not liable. There is also no chat options, and no way for me to call them from *********. I request my compensation and a proper tweaking to not hide this fact

  Business Response

  Date: 02/03/2023

  The passenger's MBR under ********** was denied for the following reason:
  
  "All mishandled bags must be filed with Blue Ribbon Bags in the manner instructed in the service agreement within 24 hours of the passenger's flight landing. Aegean Air flight A3738 landed on 1/2/2023 at 12:16 PM (WEST), this report was filed on 1/4/2023 at 12:16 PM (WEST), which is after the 24 hour period from when your flight landed."
  
  
  At the time of purchase of the Blue Ribbon Bags service agreement, the passenger receives a confirmation email with their service agreement number along with clear instructions on how to file a mishandled baggage report (MBR) within 24 hours of their flight landing along with all the requirements.
  
  We have checked in our database and there were also no issues up till now as we have received mishandled baggage reports from customers via the methods described in the confirmation email passengers received at the time of purchase of our service within 24 hours of their flight landing.
  
  Furthermore, the instructions contained information regarding reaching us by email or by our website in the event there are any issues or errors regarding filing a Mishandled Baggage Report (MBR).
  
  Therefore, since this passenger did not file a mishandled baggage report within 24 hours of their flight landing in any of the methods described in terms and conditions of the Blue Ribbon Bags service agreement, this passenger will not qualify for our baggage satisfaction guaranteed payment per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  Thank you.

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1. Please provide proof that on December 6th, when I purchased both my flight ticket and the luggage protection service from BRB, I received an email with the instructions as you mention. As you can see from the screenshot I supplied now, I received no such email and my first correspondence via email with BRB was Jan 3 after realizing that my claim did not go through. 

  2. This is not a better business way to behave: forcing people on their vacation to submit paperwork and three different filing numbers, and trying to get an IBAN number for their bank account, just to be able to file for lost luggage. 24 hours is not enough and you should not be broadcasting and marketing your services as if this service is meant to make one's vacation better. It did not. It officially made it worse as every morning I would start my day trying to rifle between business chat bots, long distance phone calls, emails being viewed from my mobile, before I started my day. 

  You know what service is? When I paid the ******* *************** for travel insurance, which turns out included luggage insurance - all I had to do was find their ONE email that they sent me immediately upon purchasing with them, click on ONE link, upload a photo of the paper given to me at the airport when I filed my claim with them immediately upon landing, and they sent me money using an ******* money transfer application that deposited the money within hours straight into my account. And this was having filed THREE days after landing. That's peace of mind. 

  3. If there such a sordid stipulation for your clients to submit a claim within 24 hours, considering I see none of your commercials in my country of origin and know nothing of your service, there should at least be a consent button stating that I understand that this is the case. I will again bring your attention to the screenshot of the consent buttons located on screen when purchasing BRB service via Bravofly. 

  4. ****** airlines states that as long as you are registered with them on their flight, they will file your lost luggage claim for you. This is clearly not the case, as this should have been handled between BRB and ****** airlines. 

  5. I filed a report within 24 hours which at the end of the report I received an error message because I did not put all the confusing numbers in their correct fields (between Bravofly, ****** airlines, and BRB, and each with their own ID number). 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  Business Response

  Date: 02/27/2023

  The passenger's MBR under ********** was denied for the following reason:
  
  "All mishandled bags must be filed with Blue Ribbon Bags in the manner instructed in the service agreement within 24 hours of the passenger's flight landing. Aegean Air flight A3738 landed on 1/2/2023 at 12:16 PM (WEST), this report was filed on 1/4/2023 at 12:16 PM (WEST), which is after the 24 hour period from when your flight landed."
  
  We have reviewed our database and the confirmation email was sent to the passenger on 12/06/2022 by the online site or travel agency where they purchased their air ticket which contains their full itinerary for their trip along with their Blue Ribbon Bags service agreement number and how to file a mishandled baggage report (MBR) with Blue Ribbon Bags within 24 hours of their flight landing along with all the requirements.
  
  In addition, after reviewing our database again , there were definitely no issues up till now as we have received mishandled baggage reports from customers via the methods described in the confirmation email passengers received at the time of purchase of our service within 24 hours of their flight landing with their correct service agreement number.
  
  Furthermore, the instructions contained information regarding reaching us by email or by our website in the event there are any issues or errors regarding filing a Mishandled Baggage Report (MBR) which the passenger never did within 24 hours of their flight landing.
  
  Therefore, since this passenger did not file a mishandled baggage report within 24 hours of their flight landing in any of the methods described in terms and conditions of the Blue Ribbon Bags service agreement, this passenger will not qualify for our baggage satisfaction guaranteed payment per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
  
  

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have attached the email I received on December 6th from Bravofly which you claim provides information about contacting Blue Ribbon Bags within 24 of mishandled luggage. The email does not mention it anywhere, nor is there any reference to Blue Ribbon Bags. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ******