Lost and missing luggage
The last two articles I have posted has been about lost/mishandled luggage:
Seen "from the outside" and "seen from a passenger agents’ point of view".
In this article, I will try to see the theme of lost and missing luggage from the passenger’s point of view – old school- or maybe as you might still see things:
As you walk into the baggage claim area, you already get a bit scared, as you see piles of luggage, along the walls and it looks quite messy, and it is hard to make an overview and where to go. Luckily, there is a sign saying which belt is designated to your flight and you go there – still a bit wondering why the place is crowded with bags all over and it seems as nothing is happening.
Anyway, you find a spot near the designated belt, scanning the crowd for familiar luggage. The bags start coming out one by one, but your bag isn't among them.
The conveyor belt moves slowly, each round a new wave of hope, followed by a letdown. The seconds tick by, the initial curiosity turning into frustration. You check the screen again to make sure you are standing at the right belt. It's showing your flight, but your bag still isn't there.
Soon, you notice others glancing around in confusion, just like you. Some are sighing, others are checking their tags, trying to match to the bags passing by.
You hear the first announcement over the intercom, mentioning some luggage may have been delayed from your flight. Your heart drops.
You approach the customer service counter and stand in line, trying to stay calm, but you can already tell:
“My luggage didn’t make the journey”.
After almost one hour waiting in line, it´s your turn and the anxiety shifts into a mild panic as the passenger agent (after what seems like a million questions about phone number, e-mail, etc.), confirm your bag is still somewhere along the route, but they cannot locate it right away.
The service you got was very nice, even not helpful to find your luggage. You thought you'd be leaving the airport with everything you packed, but now you’re left standing there, wondering how long it will take to get your things back.
As you leave the que, you hear fellow passengers’ frustration and disbelieve in the system as well.
Luckily, after two days, you are called with good news and shortly after, you are united with your belongings. A happy ending after all….
The above might seem a little hard in writing, but after almost 30 years in the business and having heard quite a bit of frustration from passengers not receiving their luggage on time, it is not a seldom sight.
All personnel at the arrival services around are doing all they can, but if the luggage is left behind or sent to the wrong destination, they cannot really do much to help out.
Could it be different?
Could it be much more efficient?
Are there new systems available to help everything more smoothly?
How can we do better – or maybe even considerable better?
I´ll be back with yet another angle of the “LOST BAG STORY” shortly.