ComplaintsforBlue Ribbon Bags, LLC

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  *** ******
  
  
   
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  BRB claims that they return your lost bags within 96 hours or they will pay you an amount between $1000-$2000. I purchased the policy of $1,000 for two bags (initial purchase od $5, but then an additional $10 on 12/24/2022 to ensure both bags would be covered), and flew to ***** on Lufthansa on 12/23/2022. My bags did not arrive; they are still lost. The airline website shows that it is still lost and I have worked with both Lufthansa and the local baggage affiliate in *******, Swissport, who physically showed me the baggage in storage (which did not include my luggage) and the Lufthansa records indicating that the bags were lost in *********. BRB sent me an email that my bags were delivered to ******* and I am not eligible for the compensation. I sent them several emails trying to get them to reopen the case and help recovering my baggage but they stated the bags had been delivered to ******* when they clearly were not. At this point BRB is ignoring my emails. My Mishandled Baggage Report Number from BRB is **********. It seems that BRB either knows that airlines have a tendency of reporting delivery of baggage within the timeframe even when they have not, or influences the process in the expectation of not having to paying customers on services rendered. I should have paid attention when my credit card indicated this could be a fraudulent purchase when I made the initial purchase of this service and not proceeded with this purchase.

  Business response

  01/23/2023

  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 - NBO via flight ***** at 9:05 PM EAT on 12/27/2022."
  
  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 *********** on 12/27/2022, 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 ******** and ******** on record with the passenger's lost luggage claim with your airline was loaded on the forwarding flight flight ***** which arrived on 12/27/2022 at 9:05 PM EAT to ***********.
  
  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.
  
  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

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - I traveled from ***** on September 2nd and arrived in ******, ** on September 3rd, however, I didn't receive my 2 bags and therefore filed a report to WestJet and Blue Ribbon Bags.- I paid 5 $ for Blue Ribbon Bags.- BRB committed to tracking and delivering my bags to the final destination airport within 96 hours, or they will pay the Satisfaction Guarantee Payment.- However, they provided me with the wrong information claiming that my bag arrived at the airport although they didn't, and when I asked for the payment they said they're not an insurance company, knowing that I received one of my bags on the 10th of September and the second one on 13th of September!!- They never tried to resolve the situation, they didn't even apologize for misleading me as I went to the airport twice according to what they said but I found nothing, and now they are not answering my emails about the payment.- Mishandled Baggage Report Number: ********** and **********.And my bag tracking numbers are as follows: ********** and ********** and my WestJet reference number is **********

  Business response

  09/30/2022

  The passenger's mishandled baggage reports (***s) were originally closed with the following update:
  
  Your bag(s) under tag number(s)#******** (File Reference: **********) has been confirmed that it has arrived at ****** Int'l - *** airport via flight WS605 at 11:40 PM CST on 9/04/2022.
  
  
  Your bag(s) under tag number(s)#******** (File Reference: **********) has been confirmed that it has arrived at ****** Int'l - *** airport via flight WS605 at 11:40 PM CST on 9/04/2022.  
  
  
  The passenger informed us on 9/8/2022 at 11:42 AM EDT that the luggage did not arrive on this forwarding flight.
  
  
  We replied on 9/8/2022 at 11:46 AM EDT that we will review the passenger's submission.
  
  
  Upon reviewing all facts and information in the airline's baggage system, we had determined there was an error in the airline's baggage system.
  
  
  The airline had rectified their own error and we provided this update to this passenger:
  
  
  Your bag(s) under tag number(s)#******** (File Reference: **********) has been confirmed that it has arrived at ****** Int'l - *** airport via flight WS605 at 11:40 PM CST on 9/04/2022.
  
  
  Your bag(s) under tag number(s)#******** (File Reference: **********) has been confirmed that it has been located at ****** Int'l - *** airport on 9/10/2022.
  
  
  Per the terms and conditions of the Blue Ribbon Bags service agreement which was agreed upon and available upon purchase, per section 2(n):
  
  If a Mishandled Baggage Report has been closed or denied for any and/or all reasons, and the passenger finds the closure of the *** to be an error, the passenger has 12 hours from the receipt of the closure or denial email to inform Blue Ribbon Bags of the error. The passenger may only inform Blue Ribbon Bags of this error by emailing the provider at ******************************, and putting their *** number in the subject line. Any error emails received after this 12-hour period, or reported in any other method, will not be accepted, and the *** file will not be reopened, and the passenger will not qualify for baggage retrieval services or our satisfaction guaranteed payment, regardless of the circumstances. If provider accepts the error, and the *** file is reopened, the provider will have an additional 72 hours from the termination of the original 96 hours from when the passengers flight landed, otherwise known as the service period, to locate the passengers luggage. Any baggage associated with a Mishandled Baggage Report that has been reopened for any reason will be considered returned to the passenger, per the terms and conditions of this Service Agreement once the baggage is received at the airport on record with the airlines lost luggage claim, and the passenger will no longer qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.  
  
  Any Mishandled Baggage Reports will be closed and the bag(s) will be considered returned, per the Blue Ribbon Bags Terms and Conditions, once the bags reach the airport on record with the passengers lost luggage claim and we do not handle delivery.
  
  Therefore, since the passenger's error submission was accepted and the passenger's bag(s) arrived at the airport on record with your lost luggage claim with the airline, within the full service period, and we do not handle delivery, regardless of when the airline delivers the luggage to the passenger, the passenger does not qualify for payment in this case. 
  
  
  Thank you.
  

  Customer response

  10/21/2022

  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:

  Delivery dates are wrong, as I received one of the bags on September 10 and the second one on September 13, please check again as you're not following your regulations and you didn't even apologize for the situation. 

   

   

   

   

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

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

  Business response

  12/16/2022

  The passenger's mishandled baggage reports (***s) were originally closed with the following update:
  
  Your bag(s) under tag number(s)#******** (File Reference: **********) has been confirmed that it has arrived at ****** Int'l - *** airport via flight WS605 at 11:40 PM CST on 9/04/2022.
  
  
  Your bag(s) under tag number(s)#******** (File Reference: **********) has been confirmed that it has arrived at ****** Int'l - *** airport via flight WS605 at 11:40 PM CST on 9/04/2022.  
  
  
  The passenger informed us on 9/8/2022 at 11:42 AM EDT that the luggage did not arrive on this forwarding flight.
  
  
  We replied on 9/8/2022 at 11:46 AM EDT that we will review the passenger's submission.
  
  
  Upon reviewing all facts and information in the airline's baggage system, we had determined there was an error in the airline's baggage system.
  
  
  The airline had rectified their own error and we provided this update to this passenger:
  
  
  Your bag(s) under tag number(s)#******** (File Reference: **********) has been confirmed that it has arrived at ****** Int'l - *** airport via flight WS605 at 11:40 PM CST on 9/04/2022.
  
  
  Your bag(s) under tag number(s)#******** (File Reference: **********) has been confirmed that it has been located at ****** Int'l - *** airport on 9/10/2022.
  
  Per the terms and conditions of the Blue Ribbon Bags service agreement which was agreed upon and available upon purchase, per section 2(n):
  
  If a Mishandled Baggage Report has been closed or denied for any and/or all reasons, and the passenger finds the closure of the *** to be an error, the passenger has 12 hours from the receipt of the closure or denial email to inform Blue Ribbon Bags of the error. The passenger may only inform Blue Ribbon Bags of this error by emailing the provider at ******************************, and putting their *** number in the subject line. Any error emails received after this 12-hour period, or reported in any other method, will not be accepted, and the *** file will not be reopened, and the passenger will not qualify for baggage retrieval services or our satisfaction guaranteed payment, regardless of the circumstances. If provider accepts the error, and the *** file is reopened, the provider will have an additional 72 hours from the termination of the original 96 hours from when the passengers flight landed, otherwise known as the service period, to locate the passengers luggage. Any baggage associated with a Mishandled Baggage Report that has been reopened for any reason will be considered returned to the passenger, per the terms and conditions of this Service Agreement once the baggage is received at the airport on record with the airlines lost luggage claim, and the passenger will no longer qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.  
  
  As we explained earlier, any Mishandled Baggage Reports will be closed and the bag(s) will be considered returned, per the Blue Ribbon Bags Terms and Conditions, once the bags reach the airport on record with the passengers lost luggage claim and we do not handle delivery.
  
  Therefore, since the passenger's error submission was accepted and the passenger's bag(s) arrived at the airport on record with your lost luggage claim with the airline, within the full service period, and we do not handle delivery, regardless of when the airline delivers the luggage to the passenger, the passenger does not qualify for payment in this case. 
  
  
  Thank you.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Blue Ribbon Bag (BRB) service through Trip.com in May 2022. We never received their initial confirmation email after purchase. In August, upon our return trip home, our luggage was mishandled by the airline. A report was filed with the airline within 24 hours. We were not aware that we also had to file an additional claim with BRB in 24 hours. After 96 hours of still not receiving our bags, we filed a claim with BRB. We then received an email denying our claim because it was past 24 hours since our flight landed and was told we apologize for the inconvenience and are sorry for your baggage troubles. For being a valued customer they truly dont care about their customers. And if they were truly in the business of actually wanting to help their customers, one would think they would process the claim even if the claim with them was past their 24 hour window since one was filed with the airline. They claim they have technology to expedite and track our luggage and provide current SMS and email updates. This is no different than what the airline already does so they capitalize on a process already in place. A claim to the airline within 24 hours should be sufficient enough evidence that we have been dealing with this matter since that 24 hour window and our claim should be approved. I asked twice in email to have a supervisor contact me via phone, at which point they stopped replying to my emails. Worst customer service I have ever dealt with and they are far from deserving of a blue ribbon. Its very disheartening to pay for a service that is supposed to help you in a time of need and be denied the service you paid for, even if it was a minimal fee. I will never purchase this so-called service again and will encourage all friends, family and acquaintances to seriously consider not purchasing this service.

  Business response

  09/13/2022

  The passenger's Mishandled Baggage Report (MBR) 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. Lufthansa flight LH446 landed on 8/28/2022 at 3:56 PM (MDT), this report was filed on 8/31/2022 at 6:09 PM (MDT), which is after the 24 hour period from when your flight landed.
  
  
  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 passengers upon purchase.  
  
  
  We have rechecked our database and the passenger's confirmation emails were sent and delivered to the inbox of:  ************************ on 5/25/2022 at 10:16 AM EDT and we have reverified this.
  
  
  Therefore, these passengers will not qualify for our satisfaction guaranteed payment per the terms and conditions of the Blue Ribbon Bags service agreement which were available and agreed upon purchase of our service.
  
  
  Thank you.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Brb claims that they return your lost bags within 96 hours or they will pay you a amount between $1000-$2000. I purchased the policy of $2,000 on 08/09/2022, and flew to *** on Icelandair on 08/14/2022. My bags did not arrive, they are still lost! The airline website shows that it is still lost and they also confirmed that to me via email. For some reason BRB sent me a email that my bags were delivered to KEF and I am not eligible for the compensation. I sent them the email from the airline and the screenshot from the website stating clearly that it was not delivered, but they completely ignored my emails!! My Service Agreement number from BRB is ********** My confirmation number is ********* My Pir is **********

  Business response

  09/04/2022

  We have reviewed all the facts and circumstances of the passenger's and have qualified the passenger for payment for $2000 for 1 bag.

  Customer response

  09/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, is semi acceptable. On the one hand, they paid me what I was due, but on the other hand they added in their email that they are now banning me from using their service in the future, which I don't understand. If by their own admission I was due the payment, why ban me for claiming it? I thought that the only thing they should tell me is an apology for making me run around the block until they finally gave it to me! Having said that, I am not going to get hung up on that so I accept the outcome. (although I would love their explanation for banning me)

  Thank you very much for your assistance in this matter
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

*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. ↩