✅ Verified Review
| Los Angeles to Frankfurt via Keflavik. Once we arrived to Frankfurt, we discovered our bag had not arrived. While completing the paperwork for them to look for our bag, I was told by the airport employee that it was my fault for not knowing how to pack. We completed all the necessary documents and provided a phone number and email address in hopes of being contacted a day or two, at the maximum, regarding our bag. However, I had to call multiple times and after being placed on hold for a significant amount of time, they always hung up on me. After over 30 emails inquiring about my bag, I was informed that it was found and sent to Barcelona (on April 13) and we were scheduled to fly home on April 15. At that point I asked to have it sent back to US. Again, I had to inquire on that and was provided with inaccurate information on the airline that was bringing it back to the US. I did not get my bag until April 18 and it was in such poor condition that I had to throw it away. After sending multiple emails to the WOW@wow.is asking to at least get reimbursed for the check bag fee (the bag was brand new, it was bought a few days before our flight and I included a receipt of that when I emailed them) I had to pay to fly it from LAX to Germany, ($119.98) I received an email thanking me for letting them know about my unfortunate experience and nothing about getting reimbursed. I asked again, and received a response stating my ticket has been closed. I would not fly WOW again, since I had to spend money to fly my bag to Germany, never to see it, had to reach out to them over 30 times via email before being informed my bag had been found 2 days before I was scheduled to fly home, got hung up on multiple times, had to buy clothes there for me and my husband, had my bag completely destroyed and was not reimbursed for the fee I paid to fly it to Germany to travel through Europe without me. Their customer service was beyond poor, their lack of replies and inability to accept responsibility for misplacing my bag and not agreeing to reimburse me the check in fee left a bitter taste in my mouth and created unnecessary stress and frustration during a trip that should have been one of the most memorable ones with our daughter while she's stationed so many miles away from home.