After Southwest Airlines canceled their flight, two teachers from Wisconsin were still waiting on their luggage.
The Grasenicks were going to take a connecting flight out of Nashville on December 26 to get them to Florida for the Royal Caribbean cruise, which they spent $4,000 on. A rainforest walk and a tour of the Panama Canal were some of the activities on the 11-day trip through the Western Caribbean.
After waiting for hours to find out if the flight would take off, the airline told them it had been canceled and that they couldn't immediately get their luggage back.
The bags could be seen in the snow from inside the airport.
They returned to Wisconsin without their luggage on a different airline.
As of Thursday morning, Grasenick had not received her bags.
Everything she packed for the cruise was in her missing suitcases. She said she was able to see that they had been sitting at the airport since Sunday because of the tracker in her bag.
She said they have offered to drive to O'Hare to pick up the bags but have been told they have to wait because they chose the delivery option.
She said it was strange because she filled out the missing luggage form before her husband did.
The only communication I've received from Southwest has been to confirm that they received my reimbursement request.
She said she couldn't seem to get any answers or help.
Southwest is working with customers to get their luggage back to them using a variety of methods, according to an email from the airline.
"We are making great progress by processing tens of thousands of refunds and reimbursements a day and will not let up until we have responded to every impacted customer," the spokesman said.
The couple, who got married in October, are still trying to get their money back from the cruise line.
The best case is that we get the money back. The worst case scenario is that we can't get anything back.
The Grasenicks were affected by the Southwest debacle. Southwest passengers were the most affected by the disruptions caused by the winter storms.
Half of all canceled flights on December 26 were by the airline. Rental-car shortages and higher flight prices were caused by the disruptions.
According to Pete Buttigieg, airlines are required to give refunds to passengers if their flights are delayed.
Southwest must give refunds within seven business days if a passenger pays with a credit card, and within 20 days if a passenger pays with cash, check, or other means, according to Buttigieg.
He asked the airline to provide ground transportation, hotels, and meals for stranded passengers.
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