A North Texas family has questions and after their luggage, on-board a Southwest Airlines checked luggage hold, arrived smelly and soiled after an apparent mishap covered it in sewage.
Erica and Brandon Cain have now returned from vacation to Baltimore to introduce their five-month-old son to his grandparents, but their trip was hardly relaxing.
“I grabbed the bag and my hand was wet and I smelled it and it was a foul smell,” Brandon Cain said.
Brandon said some of their luggage and baby carrier were transported in the belly of the Southwest flight from Dallas Love Field and came off the flight with a rank smell.
“Feces, so it was bad,” Erica Cain said, who believes she knows what happened. “Our flight was delayed slightly because they had lavatory issues. I wonder if that's connected somehow.”
Erica said she tried washing the clothes and carrier, but they still smelled. She then decided to file a claim with Southwest Airlines the next day. But she was already too late.
"Based on the information you have provided, and in accordance with Southwest Airlines' Contract of Carriage and Company policy, it appears that Southwest Airlines is not liable for your loss,” the airline told her.
Erica said that policy requires customers to file a complaint within a four-hour window. She admits she didn't, but added that she wasn't aware there was a window.
“I think it’s an unrealistic time frame for families... I mean I’m learning to be a mom,” Erica said.
The couple said they plan to appeal the decision to upper management.
Southwest told FOX4 on Monday evening that the Cain's claim hasn't been denied and is in "open status." It also said the airline's customer relations team has reached out to the Cains.