Breeze Airways loses Benjamin Wallis’s luggage and won’t answer his calls. How can he get his bags back?
Question
Breeze Airways lost my family’s checked luggage on a flight from Los Angeles to Jacksonville, Fla. It’s been four days, and we’ve had no update from Breeze. Plus, there’s no way to get in touch with the airline. We’re missing two large suitcases and a car seat.
We’d like to receive our lost luggage. We want Breeze to fully compensate us for the clothes and necessities we have had to purchase since losing our checked luggage. And we want a refund for the full amount of our airfare for this hardship. — Benjamin Wallis, Los Angeles
Answer
I’m sorry Breeze Airways lost your luggage. Most airlines have sophisticated tracking systems that are supposed to ensure your luggage gets delivered to you at the end of your flight. And considering that you’re paying Breeze a fee for your luggage, you should expect your bags to show up on the carousel promptly after you land.
But the system isn’t perfect. Airlines lose or misplace one or two bags for every flight, and unfortunately, yours were the unlucky bags.
If an airline loses your luggage on a domestic flight, federal regulations require it to compensate you for “reasonable, verifiable, and actual incidental expenses” you incur while your bags are delayed. The expenses are subject to the maximum liability limit of $3,800 per passenger. However, Breeze is under no obligation to refund you for your tickets.
Normally, I can’t help readers track down lost luggage. But your case gave me pause. You said you could not reach Breeze. That’s troubling. Breeze claims that it’s reachable by messaging, text and email. And just in case, I also publish the names, numbers and email addresses of the Breeze Airways customer service executives on my consumer advocacy site, Elliott.org. Breeze complaints are rare; the last one we had was in 2021 and it involved a request for a flight refund.
Breeze is also one of the most responsive airlines in the business. So as I read your case, I thought to myself, “What could have possibly gone wrong?”
The problem for Breeze was the summer
The answer is: Nothing. Breeze appears to have responded to your questions in a timely manner. But it did not provide any updates on your luggage, and it should have. In fairness to the airline, your luggage loss happened during one of the busiest weeks of summer, and the airline was probably straining under a heavy load of lost luggage complaints. That’s no excuse, but it probably explains the lack of information.
Next time you fly, I would recommend buying a tracking device like an AirTag. That way, you’ll always know where your bags are. Better yet, don’t check any bags.
I contacted Breeze on your behalf. It found your bags and reunited you with them a week after your flight.
About this story
Wallis contacted us through our nonprofit consumer advocacy organization using our help form. I reviewed his case along with our advocacy team, and we decided to help him after he sent us evidence that he had tried to resolve the problem through normal customer service channels. Specifically, he shared a thread of text messages between him and Breeze. I contacted Breeze Airways on his behalf. The next day, a Breeze representative said they had found Wallis’ bags and that they would be returned. Wallis received his luggage the following day. This article was researched, written and fact-checked by Christopher Elliott. It was edited by Andy Smith and his team of editors and illustrated by Dustin Elliott.
