Disabled Knoxville woman searching for luggage lost on bus trip

Disabled Knoxville woman searching for luggage lost on Greyhound bus trip

Posted:
Checking your luggage on Greyhound Bus Lines is different than checking bags at the airport. Once tagged at check-in, bus passengers are responsible for transporting their own luggage to the bus for storage by the bag handler. Checking your luggage on Greyhound Bus Lines is different than checking bags at the airport. Once tagged at check-in, bus passengers are responsible for transporting their own luggage to the bus for storage by the bag handler.
Phyllis Johnson had a big piece of luggage with her that matched a smaller one she still has in her possession. The larger bag had been put in the cargo bay of the bus, but didn't arrive in Knoxville on August 18. Phyllis Johnson had a big piece of luggage with her that matched a smaller one she still has in her possession. The larger bag had been put in the cargo bay of the bus, but didn't arrive in Knoxville on August 18.
"I really want my bag. I don't care about money or anything. I just want my bag," Phyllis Johnson said. "I really want my bag. I don't care about money or anything. I just want my bag," Phyllis Johnson said.
"She wasn't happy at all because she has essential items in her bag that she needs for her day to day living," said Theda Morrow. "She wasn't happy at all because she has essential items in her bag that she needs for her day to day living," said Theda Morrow.

By DON DARE
6 On Your Side Consumer Investigator

KNOXVILLE (WATE) - We often hear about the best and worst airlines for lost luggage, but rarely do we hear about lost bags on bus lines.

With over 1,700 buses in its active fleet, Greyhound is one of the largest carriers in the country.

Checking your luggage on Greyhound Bus Lines is different than checking bags at the airport. Once tagged at check-in, bus passengers are responsible for transporting their own luggage to the bus for storage by the bag handler.

If your trip requires you to changes buses, passengers must pick up their luggage for transfer to another bus.

Phyllis Johnson says none of this information was explained to her when in August, she took her first commercial bus trip in 50 years.     

Mrs. Johnson's friends from church, the Morrows, assist her whenever they can. Mrs. Johnson has a fused hip and uses a cane because of two total knee replacements. 

In early August, the Morrows drove Mrs. Johnson to the Greyhound bus station in Knoxville. Mrs. Johnson went to visit her sister in Mansfield, Ohio, about an hour northeast of Columbus.

She returned two weeks later to Knoxville after transferring buses in Cincinnati.

She had a big piece of luggage with her that matched a smaller one she still has in her possession. The larger bag had been put in the cargo bay of the bus, but didn't arrive in Knoxville on August 18.

Waiting for news about the missing luggage from Cincinnati has been frustrating.

"I haven't received any more phone calls or anything," said Johnson.

When her bag didn't arrive in Knoxville, she promptly filled out a claim form listing everything that was inside: shoes, clothing and personal health items she needs to get her shoes and socks on.

"About two weeks after the trip I kept calling, but I didn't hear and they didn't answer after a while," she said.

"She wasn't happy at all because she has essential items in her bag that she needs for her day to day living," said Theda Morrow.

The Morrows said they assisted Mrs. Johnson with her bag in Knoxville, which she couldn't manage alone.

Greyhound's baggage policy states "passengers are responsible for transferring bags" if they change buses.

Mrs. Johnson says she didn't know about the policy and was never told about it. Besides, she says she didn't personally transfer her luggage in Lexington on the first leg of her trip to Ohio.

She says she didn't know she had to pick up her own bad and didn't expect to have to pick it up herself on the return trip either.

A Greyhound spokesperson issued a statement to 6 On Your Side:

"We apologize for Mrs. Johnson's inconvenience. We are committed to providing a safe, stress-free travel experience. We understand the importance of finding Mrs. Johnson's luggage. We are doing everything we can to track her belongings. Policy states we have 90 days to locate a customer's luggage. We are currently looking into the whereabouts of Mrs. Johnson's bag and will contact her on or before the 90 day deadline."

Greyhound also says due to her disability, Mrs. Johnson could have received a special handling tag for her bag. She says no one mentioned that option to her.

While all this information may be on the company's website, Mrs. Johnson has no computer at home.

"I really want my bag. I don't care about money or anything. I just want my bag," she said.

Greyhound's corporate office says they never received a copy of Mrs. Johnson's claim form in Knoxville. Apparently, it had never been sent.

Greyhound told 6 On Your Side it will compensate Mrs. Johnson for her missing luggage, once she is able to send a new claim form.

They will also continue searching for her luggage.

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