United Airlines is reportedly refusing to use AirTag to track passengers’ missing bags

LOS ANGELES (WKRC) – A police investigation has begun to locate the missing luggage of two United Airlines passengers. They said they knew their luggage was at the airport, but employees allegedly refused to use the AirTags to track the suitcases.

Dan Adams and his partner had carefully planned their trip to Barcelona, ​​which Adams described as “the trip of a lifetime,” according to NBC 4.

Adams placed AirTags in all four checked bags to ensure the safe arrival of her luggage. However, upon arrival at baggage claim, only three pieces of luggage appeared on the baggage carousel.

“I looked at the phone to see where it was and it was just a few feet from where I was,” Adams told NBC 4. “I figured they probably forgot to put it on the belt that brings it to the top.” Carousel from below. It’s probably just stuck there and someone forgot about it.

Adams reported the problem to a baggage representative, who searched for the missing luggage but returned with no luggage.

“She came back and said, ‘No, there’s no sign of your bag. Someone probably took them.’ I said, ‘No one took it.’ She said, ‘We’re not going by AirTags, we’re going by our own system,’ Adams told NBC 4.

The bag was never returned to Adams and he said later that day the bag was 34 miles from town.

United Airlines told PEOPLE that Adams received a refund and issued travel credits. It also said that moving forward, United will accept Find My Item locations as part of our customer service process for locating mishandled or delayed bags.