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Complaint Details
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Initial Complaint
09/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
- 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
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
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,
*****************************
Initial Complaint
08/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
With my daughter, I took three flights: **********-********, flight AC7785, ********-******, flight AC802 and ******-****** flight EI538 on July 5 and 6, 2022. My two checked bags were not delivered during my arrival in Nantes. They were delayed in ******** and were not delivered until July 18 at my destination. The incident number assigned to my file is DUBAC 11278.I purchased baggage loss protection from BRB on June 30, 2022. I filed a delayed baggage report with Blue Ribbon Bags on July 6, immediately after my arrival. I then received a few emails to confirm that the BRB teams were trying to locate my luggage. Email updates stopped abruptly on July 10, with no explanation. My luggage finally arrived on July 18th with no help from BRB.I have followed all the steps required by BRB to declare my lost luggage and I believe that the terms and conditions of the service offered by BRB applied to my situation. Therefore, I requested the payment of the compensation. BRB denied my claim in an email that stated : "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. We are not insurance providers.Your denial reason was:Your bag(s) under tag number(s) ******** / ******** (File Reference. **********) was reported to have been on flight AC802 with the passenger on 07/05/2022 and they were required to be rechecked at *********** by passenger before boarding flight EI538 to NTE. Per the airline's system, there is no record at Aer Lingus of the bag being rechecked at DUB, these bag(s) are not considered mishandled per the terms and conditions of the BRB service agreement. "I contacted BRB twice to contest the affirmations that I had to recheck my bags and to ask them to provide me proof that my luggage was on that flight because Air ****** says they were was not on that flight but stayed in ********. I have received no further answer so far.Business response
09/04/2022
The passenger's bag(s) under tag number(s) ********, ******** was required to be rechecked at *********** by passenger before boarding flight EI538 to NTE.
Our system is directly correlated to the airline's baggage system and per the airline's system, there is still no record at Aer Lingus of the bag(s) under tag number(s) ********, ******** being rechecked at DUB up to this day, these bag(s) are not considered mishandled per the terms and conditions of the BRB service agreement.
Our system is directly correlated to the airline's baggage system and it is still clearly showing this information in the airline's baggage system.
Per section 2(o) of the Blue Ribbon Bags service agreement which was agreed to and available upon purchase:
Any Mishandled Bags, reported by the passenger, that were required by the airline, or airport, to be rechecked by the passenger at an airport, in the event the airline requires the bag to be collected and rechecked by way of a connecting flight or for any other reason, that the airline has no record of bag being rechecked when was required, will not be considered mishandled as per the terms and conditions of this Service Agreement, and will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.
Therefore, this passenger will not qualify for our baggage retrieval services or 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
09/10/2022
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:The luggage didn't leave ***, for starters. It would have been physically impossible for me to check it in at DUB. My luggage, as is visible on the luggage tag, was to be sent through to the final destination of NTE and therefore, I was not required nor able to collect luggage at DUB. *********** DID NOT track my luggage. It did not find my luggage. I upheld my part of the contract and submitted everything in the time frame required. I was forced to use my own resources at my own personal cost to do what I had paid the company to do for me. Therefore, I am expecting to be compensated accordingly. When one's baggage is put through to a final destination, one does not need (in fact, one cannot) recover and recheck luggage. The companies basis for denial of compensation is therefore baseless.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
09/28/2022
Our system is directly correlated to the airline's baggage system and per the airline's system, there is still no record at Aer Lingus of the bag(s) under tag number(s) ********, ******** being rechecked at DUB till this day, these bag(s) are not considered mishandled per the terms and conditions of the BRB service agreement.
Our system is directly correlated to the airline's baggage system and it is still clearly showing this information in the airline's baggage system that both bag tags were on the same flight AC802 as the passenger on 7/5/2022 and were required to be rechecked at ***********.
Per section 2(o) of the Blue Ribbon Bags service agreement which was agreed to and available upon purchase:
Any Mishandled Bags, reported by the passenger, that were required by the airline, or airport, to be rechecked by the passenger at an airport, in the event the airline requires the bag to be collected and rechecked by way of a connecting flight or for any other reason, that the airline has no record of bag being rechecked when was required, will not be considered mishandled as per the terms and conditions of this Service Agreement, and will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.
Therefore, this passenger will not qualify for our baggage retrieval services or 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
07/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I arrived to ******** airport on 07/20/2022 and my 4 checked bags were not loaded to the flight i arrived in, i reported that to BRB and they said they are locating my bags. Before the 96 hours they promised to reunite me with the luggage ends they sent me an email saying that my bags have arrived to st *************** I went there to pick up my bags and they were not there. I called the airlines and they told me that my bags are not in ********!!They lied to me just to close the claim and not pay for me.They are not answering my emails now anymore.Business response
08/08/2022
The passenger's Mishandled Baggage Report (MBR) 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 - STL via flight QK8797 at 12:20 AM CDT on 7/23/2022.
This information is clearly still 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 7/23/2022, 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.
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 delivered 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.Customer response
08/09/2022
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:[Your Answer Here]
This not true, my bag under the tag number ********** was not located until today. The airlines couldnt find it until now, and it is not in *********.
your company is claiming that my bags arrived to the destination just to close the claim and not pay me my money.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
07/06/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a Blue Ribbon Bags Service Agreement number is **********. To cover my flight(s) on TAP Portugal airline under confirmation number ******. One of my bags did not arrive with me and was never recovered. I contacted Blue Ribbon Bags timely, as per their instructions. They responded to me days after saying that Tap Portugal confirmed the bags arrived with me. However this is not true. *** was never able to recover my bag and in fact processed my claim. My loss was bigger than the maximum TAP was obligated to pay for. Blue Ribbon Bags dismissed my case failing to fulfill the agreement they had with me. I don't know what to call this but a scam. I'm looking forward for my case to be addressed as per the contract and get paid the $500 compensation for mishandling.Business response
07/18/2022
Per the airline's baggage system, the bag/s under tag number/s ******** (File Reference. **********) was on flight ***** with the passenger, which arrived at 8/5/2021 at 2:11 PM (PDT).
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 ****************** - (***).
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.
Thank you.Customer response
07/19/2022
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:As I understand by the business response received, this company is misleading their customers. I purchased this services believing to be protected. This service is a complete scam. My baggage was lost or stolen and they are deniying coverage even though I have confirmation and the airline processed the claim. They should not be allowed to sell a service they don't stand by. SCAMERS!
[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Customer response
08/05/2022
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:[Your Answer Here]
The business advertising is misleading. They should be obligated to correct the way the announce their "service".
Is false advertising.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
08/26/2022
Blue Ribbon Bags provides a service of tracking and expediting the return of misdirected luggage by the airline. We are not insurance providers.
Per the airline's baggage system, the bag/s under tag number/s ******** (File Reference. **********) was on flight ***** with the passenger, which arrived at 8/5/2021 at 2:11 PM (PDT).
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 ****************** - (***).
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
06/24/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
We lost 4 of our bags when we arrived in ****** on Friday Jun 17th. We received 3 of bags, one day after arriving and the 4th bag on Jun 22nd. Based on Blue Ribbon policy, they are obligated to pay $1000 if you dont receive your bag 96 hrs( 4 days) after your arrival. After requesting for compensation from this company, they keep sending me the email that we received all the bags on Jun 18th, however we only received 3 of them and not all. The company keeps saying that the airline verified all bags delivered on Jun 18th without showing any proof from the Airline. The bags tracking website which was provided by Air Canada as well as all the emails that we received from the tracking website show that we received the last bag On Jun 22nd. We provided all the information to Blue Ribbon but they declined my request for compensation and closed the case! The company has access to all the tracking information, so they can see when the bags delivered. The delivery person took picture from the bag when he delivered it.Why did I spend money to insure my bags when this company doesn't show obligation to their promises.Business response
07/18/2022
The passenger's Mishandled Baggage Report (MBR) 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 - *** airport via flight ***** at 12:06 PM NDT on 06/18/2022.
This information is clearly still 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 6/18/2022, 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.
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 delivered 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.Customer response
07/18/2022
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:[Your Answer Here]
There is no evidence from the business that shows I received all bags on Jun 18th. They keep sending same message that I received all the four bags together. I provided all the tracking and emails from ******************** that clearly shows I received the last bag on Jun22nd. Also, when the driver delivered the bags first time ( 3 bags, jun18th) and seconded time ( 4th bag, jun 22nd) he took a pictures as delivery confirmation. The pictures and delivery confirmation can be seen at *********************In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
08/09/2022
The passenger's Mishandled Baggage Report (MBR) 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 - *** airport via flight ***** at 12:06 PM NDT on 06/18/2022.
This information is clearly still being related 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 6/18/2022, 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.
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 delivered 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.Customer response
08/11/2022
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:[Your Answer Here]
The business is keeping repeating same wrong information over and over without providing any proof. Whats the roll of BBB here!?
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
06/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My Parents in law arrived in ******* on 7th June 2022 and found one of their checked in bag was missing. They immediately filed complain with ****** Air lines Desk at ******* Airport. I purchased ********************** policy with Blue Ribbon Bags. Their website clearly says they would reimburse US$1000 if bag does not arrive in 96hrs of landing. Now it is almost a week since my parents landed in ******* but Blue Ribbon is giving an excuse that Bag was not checked in at ******* Airport so they can't reimburse. ****** Airlines say they messed up baggage at ******* Airport due to shortage of labor. My parents if they have not checked in bags at ******* airport, they how can they received one bag and not 2nd.We have not received our 23Kg Checked in Bag so far and no one is providing any compensation I purchased this tickets and insurance thru ***************** (sold me this scam). I reported them as well but no luck.Here are the details of lost baggage.Blue Ribbon Service Agreement # ********** ****** Airlines confirmation # ******.Bag Tag # **** ** ****** Lost Bag File (with ****** Airlines) # ********* If you need any additional details please let me know. Need BBB help to get us refund/compensation.Business response
06/25/2022
The passenger's mishandled baggage report under ********** was denied for the following reason:
"Your bag(s) under tag number(s) ******** (File Reference. **********) was reported to have been on ****** Airlines flight UA713 with the passenger on 06/07/2022 and they were required to be rechecked at *** Airport by passenger before boarding flight UA3856 to ***. Per the airline's system, there is no record at ****** Airlines of the bag being rechecked at ***, these bag(s) are not considered mishandled per the terms and conditions of the BRB service agreement."
Our system is directly correlated to the airline's baggage system and it is still clearly showing this information.
Per section 2(o) of the Blue Ribbon Bags service agreement which was agreed to and available upon purchase:
Any Mishandled Bags, reported by the passenger, that were required by the airline, or airport, to be rechecked by the passenger at an airport, in the event the airline requires the bag to be collected and rechecked by way of a connecting flight or for any other reason, that the airline has no record of bag being rechecked when was required, will not be considered mishandled as per the terms and conditions of this Service Agreement, and will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.
Therefore, this passenger will not qualify for our baggage retrieval services or 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
06/28/2022
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:[Your Answer Here]
This is not true. Both bags were checked in correctly at ******* Airport. I personally confirmed with ****** Airlines. Why should someone checked in one bag and not other. Blue Ribbon is lying. They don't want to pay claim, only collecting insurance premium is their sole business. I also reviewed about Blue Ribbon Bags complains here at BBBB and other online FORUMS. They hardly paid anyone for baggage related claims. Why can't BBB lower their rating. I REJECT THEIR RESPONSE AND TERM AS FALSE Please advise me next steps or other option I have. Appreciate your follow up and support. ***********************In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
07/25/2022
The passenger's bag under tag number ******** was required to be rechecked at *** Airport by passenger before boarding flight UA3856 to ***.
Our system is directly correlated to the airline's baggage system and per the airline's system, there is no record at ****** Airlines of the bag under tag number ******** being rechecked at ***, these bag(s) are not considered mishandled per the terms and conditions of the BRB service agreement.
Our system is directly correlated to the airline's baggage system and it is still clearly showing this information in the airline's baggage system.
Per section 2(o) of the Blue Ribbon Bags service agreement which was agreed to and available upon purchase:
Any Mishandled Bags, reported by the passenger, that were required by the airline, or airport, to be rechecked by the passenger at an airport, in the event the airline requires the bag to be collected and rechecked by way of a connecting flight or for any other reason, that the airline has no record of bag being rechecked when was required, will not be considered mishandled as per the terms and conditions of this Service Agreement, and will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.
Therefore, this passenger will not qualify for our baggage retrieval services or 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
07/31/2022
Good Morning
I reject the response provided by BLUE RIBBON. United Airlines located the bag and they are sending it to us.
If the bag was not properly checked in, how they are found it? Not only they found they confirmed it was checked in properly and now sending it back.
No one will check in one bag and leave second one without checked in.
Blue Ribbon should reimburse US$1000 as per policy agreement as soon as possible.
***********************Business response
08/12/2022
The passenger's bag under tag number ******** was required to be rechecked at *** Airport by passenger before boarding flight UA3856 to ***.
Our system is directly correlated to the airline's baggage system and per the airline's system, there is still no record at ****** Airlines of the bag under tag number ******** being rechecked at *** up to this day, these bag(s) are not considered mishandled per the terms and conditions of the BRB service agreement.
Our system is directly correlated to the airline's baggage system and it is still clearly showing this information in the airline's baggage system.
Per section 2(o) of the Blue Ribbon Bags service agreement which was agreed to and available upon purchase:
Any Mishandled Bags, reported by the passenger, that were required by the airline, or airport, to be rechecked by the passenger at an airport, in the event the airline requires the bag to be collected and rechecked by way of a connecting flight or for any other reason, that the airline has no record of bag being rechecked when was required, will not be considered mishandled as per the terms and conditions of this Service Agreement, and will not qualify for baggage retrieval services or the Blue Ribbon Bags Satisfaction Guaranteed Payment.
Therefore, this passenger will not qualify for our baggage retrieval services or 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
04/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I flew to ****** ******* on the 17th of this month from Newcastle.I took out cover with Blue Ribbon because on the Kiwi site they state "Blue Ribbon Bags provides a service for tracking and expediting the return of your lost or delayed baggage. You can add the service on the booking page, and we'll email you the confirmation.What to do if your bag gets lost:Report your lost baggage to the airline and collect a file reference or locator number along with a copy of your Property Irregularity Report as provided by the airline.Report your lost baggage to Blue Ribbon Bags within 24 hours of your flight landing, by phone ******************) or at the following website **************************************************"My bag did not arrive on the carocell in ******. I made a lost luggage report to Ryanair.But today they contacted me saying in there small print they have a disclaimer if the bag arrives in the destination country. So irrespective that my bag has been lost in ************** by baggage handlers they will not assist me .I have received this ...Dear *********************,Thank you for choosing Blue Ribbon Bags. We are sorry for all your baggage troubles. Your mishandled baggage report number ********** has been denied.The service professional that has researched your mishandled baggage report gave the reason for this as:Per the airline's baggage system, your bag/s under tag number/s ******** (File Reference. **********) was on flight FR173 with the passenger, which arrived at 4/17/2022 at 10:36 AM (IST). Per the Blue Ribbon Bags Service Agreement, 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.MY BAGGAGE IS LOSTBusiness response
05/09/2022
We had denied this mishandled baggage report (MBR) under ********** with the following reason:
Per the airline's baggage system, your bag/s under tag number/s ******** (File Reference. *********** was on flight FR173 with the passenger, which arrived at 4/17/2022 at 10:36 AM (IST). Per the Blue Ribbon Bags Service Agreement, this bag is not considered mishandled.
Per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase, it states under section 1:
The baggage tracking service offered by Provider comprises retrieval service for checked baggage that has been loaded onto a flight or multiple flights, but not those flight/s 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)
This was clearly stated on the confirmation email the passenger received providing them with their Service Agreement Number and stated that "All purchases are subject to the terms and conditions of the Blue Ribbon Bags Service Agreement." This information was also readily available on our website which can be found here: ***********************************************
Therefore, this passenger will not qualify for our baggage retrieval services or satisfaction guaranteed payment per the terms and conditions of the Blue Ribbon Bags service agreement which was available and agreed upon purchase.
Thank you.
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Customer Complaints Summary
25 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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