- A Southwest Airlines passenger utilized social media and an AirTag to successfully recover her lost bag.
- The bag, which held crucial performing equipment, was returned with the help of an Instagram follower.
- Initially, the airline declined to assist, but later apologized and refunded the passenger’s flight.
A resourceful Southwest Airlines passenger relied on her Instagram followers to recover her misplaced luggage after airline staff initially refused to assist.
Orissa Kelly, an acrobatic archery performer, posted a viral TikTok video recounting her experience of Southwest losing her bags during a flight from Kansas to Nashville.
Kelly’s bags contained essential equipment for her performances, including her bow, handstand platforms, and costumes, all of which were irreplaceable.
In the video, Kelly expressed her frustration with Southwest Airlines, stating that they claimed her bag was lost and told her to fill out a reimbursement form for her equipment.
Luckily, Kelly had previously attached an AirTag to her suitcase, allowing her to trace its exact location at the Kansas City International Airport.
Despite Southwest Airlines repeatedly insisting that her bags were lost and refusing to help, Kelly turned to her Instagram followers for assistance.
Through her followers, Kelly connected with someone who had connections at the Kansas airport and was able to use a floor map of the facility to locate her luggage.
Thanks to her incredible follower’s efforts, Kelly’s bag was eventually flown to Nashville, where she retrieved it.
Interestingly, Kelly only received updates about her bag’s status through her follower’s messages, as Southwest Airlines failed to provide any information despite her signing up for email notifications.
In addition to her bag troubles, Southwest also declined to refund Kelly’s parking tickets for her multiple visits to the Nashville airport.
However, after the incident gained attention, a Southwest Airlines representative personally reached out to Kelly, offering an apology and refunding her parking tickets and flight expenses. She also received $300 in vouchers.
Kelly expressed her appreciation for the representative’s genuine apology, which meant more to her than a generic email response from most airlines.
Neither Kelly nor Southwest Airlines representatives responded to requests for comment from Insider outside of regular business hours.
In a similar vein, another passenger, Sandra Shuster, took matters into her own hands when United Airlines failed to assist her in recovering her lost luggage. She used an AirTag to track the bag and flew to Chicago herself to retrieve it.
Shuster’s luggage contained a $2,000 lacrosse kit that her daughter needed for tryouts.
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