Just back from a weeklong tour including speaking at Singularity Summit, teaching classes at Cushing Academy and a big Thanksgiving dinner (well, Thanksgiving is actually today but we had it earlier) and drive through fabulous fall colour in Muskoka.
This time United Airlines managed to misplace my luggage in both directions. (A reminder of why I don’t like to check luggage.) The first time the had an “excuse” in that we checked it only about 10 minutes before the baggage check deadline and the TSA took extra time on it. The way back it missed a 1 hour, 30 minute connection — no excuse for that.
However, again, my rule for judging companies is how they handle their mistakes as well as how often they make them. And, in JFK, when we went to baggage claim, they actually had somebody call our name and tell us the bag was not on the flight, so we went directly to file the missing luggage report. However, on the return flight, connecting in Denver to San Jose, we got the more “normal” experience — wait a long time at the baggage claim until you realize no more bags are coming and you’re among the last people waiting, and then go file a lost luggage report.
This made me realize — with modern bag tracking systems, the airline knows your bag is not on the plane at the time they close the cargo hold door, well before takeoff. They need to know that as this is part of the passenger-to-bag matching system they tried to build after the Pan Am 103 Lockerbie bombing. So the following things should be done:
- If they know my mobile number (and they do, because they text me delays and gate changes) they should text me that my luggage did not make the plane.
- The text should contain a URL where I can fill out my lost luggage report or track where my luggage actually is.
- Failing this, they should have a screen at the gate when you arrive with messages for passengers, including lost luggage reports. Or just have the gate agent print it and put it on the board if a screen costs too much.
- Failing this, they should have a screen at the baggage claim with notes for passengers about lost luggage so you don’t sit and wait.
- Failing this, an employee can go to the baggage claim and page the names of passengers, which is what they did in JFK.
- Like some airlines do, they should put a box with “Last Bag, Flight nnn” written on it on the luggage conveyor belt when the last bag has gone through, so people know not to wait in vain.
I might very well learn my luggage is not on before the plane closes the door. In that case I might even elect to not take the flight, though I can see that the airline might not want people to do this as they are usually about to close the door, if they have not already closed it.
Letting me fill out the form on the web saves the airline time and saves me time. I can probably do it right on the plane after it lands and cell phone use is allowed. I don’t even have to go to baggage claim. Make it mobile browser friendly of course.