Hainan Airlines – Lost Baggage & No Follow-Up
I traveled with Hainan Airlines from Hyderabad to Tijuana, arriving on December 20. During this journey, two pieces of my checked baggage were lost. A Property Irregularity Report was issued to me at the arrival airport, and I subsequently uploaded all requested documentation as instructed by customer service. Despite repeated daily calls over the past four days, I have received no updates, no proactive communication, and no resolution. Each interaction results in the same response—that the matter has been forwarded to the baggage department—yet no one has contacted me. When I requested escalation to a supervisor, I was informed that the supervisor does not speak English and was only provided with an agent reference number (#7784), which did not help resolve the issue. The absence of communication, escalation support, and accountability is unacceptable. I have been without my belongings for several days and have incurred additional expenses for essential items as a direct result of this delay.