A passenger traveling with Southwest recently arrived at LaGuardia Airport in New York City to discover her checked luggage was allegedly completely drenched and weighed well over 100 pounds. Ashley Chiang’s Instagram and TikTok posts quickly gained traction, racking up over 616K views in a single day. Sadly, just a few days before, she had made posts documenting her excitement for the trip and what exactly she was going to pack.
According to the details in the post’s caption, Chiang flew from Ontario, Canada, with a layover in Denver, Colorado, before finally reaching NYC late at night. So even though she knew there was something wrong with her bag, there was no staff to file an official complaint with. She noted that her bag leaked fluid across the airport floors and the subway until she reached her hotel an hour and a half later. Then it leaked all over the hotel.
In the video, we see Chiang open her suitcase and declare, “This is all wet,” as she starts pulling out clothes. Her companion agrees, telling her, “They’re all soaked. You can probably wring out your clothes. Just wring it out on the floor.” As the video continues, Chiang points out that, in addition to her clothes, her leather and designer bag were soaked through, as was her curling iron. To illustrate it for her viewers, she finally wrings a pair of shorts, from which water pours out.
No explanations, no help
The caption of her post expressed her deep frustration with the airline. She alleged, “Never in my 9 years of flying with @southwestair have I ever received my bag completely soaked through with no explanation or attempt to help me other than by saying to go back to the airport within 24 hours to report the damage.” A photographer on Delta faced a similar situation when her case was not only destroyed; all her equipment was wet.
She also added, “Are you kidding me? No assistance whatsoever for something I did not do and now has ruined my trip. All of my personal belongings are literally soaked and there is no help that they can provide. I’m beyond frustrated at the lack of assistance or willingness to help me.” Another passenger, a Rodeo star, found himself without his safety gear and outfit, right before a competition, after Delta destroyed his bag. It should be noted that her claims can’t be verified.
Her social community was largely supportive. One Instagram user commented, “The way all my electronics would be wet and RUINED. I’m FURIOUS FOR YOU.” Another user asked, “How does this even happen and where is that water frommmm. so many questions.” Others offered practical advice, with one user writing, “Contact them over the phone immediately. You don’t have to go back to the airport to report it if you physically cannot get to the airport.”
On TikTok, commenters were equally baffled. One user asked, “How did that even happen??? Did they leave it in the rain for hours or what???” Another suggested, “I would never have imagined this happening. I’m using vacuum seal bags every flight from now on. I wouldn’t expect a hard covered suitcase to get wet inside. that’s crazy.”
According to the Department of Transportation (DOT), airlines are required to compensate passengers if their bags are damaged while under the airline’s control during transportation. While airlines are not responsible for pre-existing damage or damage caused by improper packing, they are responsible for repairing or reimbursing passengers for damage that occurs while the bag is in their custody.
If a bag cannot be repaired, airlines are expected to negotiate a compensation amount based on the value and depreciation of the luggage. For domestic travel, the DOT allows airlines to limit their liability for damaged or lost bags to $4,700 per passenger. Passengers are advised to report any problems to the airline immediately before leaving the airport. DOT also advises that strict records are kept of the communication process.
Baggage handlers work hard behind the scenes to ensure luggage reaches its destination, but the process is complex. According to NBC 6, baggage handlers at Miami International Airport, rely on an intricate network of conveyor belts and software to move thousands of bags every hour.
Despite these efforts, hiccups can reportedly occur when moving cargo through the various management units and into the belly of an aircraft. For travelers like Chiang, however, the logistical complexity does little to mitigate the frustration of finding personal belongings ruined upon arrival.
Published: Sep 21, 2026 10:30 am