Judi Schmidt sent a message to Gary Kelly that said:
Dear Mr. Kelly,
On Thursday, 20-JUL-18 I boarded a flight from SAC flight# 1397 at 9:50 am to Las Vegas arriving 11:15 am and connecting to the second leg of my journey Las Vegas to GEG (Spokane, WA) flight# 2187 leaving at 12:55 pm arriving Spokane 3:15 pm. I checked my larger bag all the way through to Spokane. When I claimed my bag in Spokane I noticed that the bag looked wet on part of it and the bag had a horrid rancid smell that smelled like urine and fish oil. Another passenger even commented on the smell and asked me if it was coming from my bag. I didnât know where to take my bag to show the airline and I was on a timeline being picked up by my daughter and heading to an event near Coeur dâ Alene, ID. When I opened my bag the wet rancid liquid substance had penetrated my suitcase and made contact with most of the contents of my bag (clothes, non clothes items including a pair of sandles). I had nothing in my bag that leaked or smelled like this. The rancid liquid definitely came from the outside in. Iâm currently attempting to wash the clothes to see if I can remove the smell. I also need to purchase a new suitcase in order to fly home on Sunday, 22-JUL18. In all of my years and weekly travel I have never had this experience. I also hope that whatever this rancid liquid is, it is not toxic or harmful when coming into contact with it. I contacted SW Airline customer service on my way to the event I had yesterday and they were not very helpful. They gave me an email address to send my complaint to with a number of steps just to get to the right option and a phone number however, it was after hours Central time and no one would be there to take my call! They are closed on weekends. Please advise me on how you would like to handle this situation.
Kind regards,
Judi
