NBC 5 Responds helps to recover losses after luggage is lost by shipping company

A family from Waxahachie, the Hollidays, encountered a setback after their return from a cruise to Alaska when their shipped luggage failed to reach them. Wanting to lighten their load during their stay in Seattle before boarding the cruise, they opted to send their luggage ahead via UPS. While the luggage arrived safely at a local UPS Store four days prior to their arrival, one piece went missing during the return shipment home.

This missing piece contained all the souvenirs from their trip, prompting Mr. Holliday to file a claim with UPS. However, UPS offered only $100 in compensation due to the absence of additional insurance for the shipment. Despite Mr. Holliday’s efforts to resolve the issue by spending over 20 hours on multiple phone calls with UPS representatives, he faced challenges and delays in obtaining a satisfactory resolution.

Frustrated by the lack of progress, Mr. Holliday reached out to NBC 5 Responds for assistance, hoping for a solution. After NBC 5 Responds intervened, UPS agreed to provide greater compensation for the loss, offering $1,500.

In response, UPS expressed regret for the loss and assured ongoing investigation into the matter, pledging to update the customer with any new developments. Additionally, UPS advised consumers to utilize the UPS Store Pack and Ship guarantee, follow shipping guidelines, and declare a value for their items when sending packages. They also recommended placing an additional label inside the package for easy identification in case the address label becomes detached during shipment.

Reflecting on the experience, Mr. Holliday emphasized the importance of tracking shipments in real-time using GPS trackers and encouraged others to take precautions when sending valuable items through shipping services.

NBC 5 Responds remains committed to assisting consumers with their concerns and facilitating resolutions to their issues.