Checking a bag? Money aside, it’s a carousel crapshoot

Much has been made of the increasing baggage fees charged by airlines, a trend in the U.S. so far only resisted by Southwes Airlines.

Certainly when traveler are looking at paying as much for their luggage as for their ticket on a short flight, it’s an issue. But a flight on United Airlines reminded me today, that often cost is not really the issue. It is the complete unreliability factor associated with checking bags.

As a premier flier with United, I don’t pay basic baggage fees. And waiving fees for passengers who reach even the lowest rung of elite status is pretty much industry wide more major U.S. carriers. Now, it is certainly simpler and faster to keep a bag in sight, but there are nonetheless hassles.

The most common hassle of carry-on luggage is the three ounce liquid rule, meaning no wine, limited shampoo, moisturizer, etc. But carry-on also means more time in the security line, one more thing to drag around and keep track of, and on a return trip, limited shopping, just for examples.

In this case, I had not checked my bag on the flight out, but it was on the edge of carry-on size limits, it was heavy, and I was tired. It was also United’s “P.S” plane, their specially configured transcontinental 757, with only about 100 seats, which limits the number of bags. So I figured, fine, let them check it. It would free up overhead space too. And since I was getting a ride home, I knew it would be easy to just call my husband upon landing, as it is almost exactly 30 minutes from our home to the airport.

The flight was fine. The uncertainty starts upon landing.

The monitors at baggage claim said “Carousel 3.” I even used a kiosk to confirm that my bag had been on the plane. So I went to the carousel, and waited, and waited. While the carousel had been moving, it soon stopped. And after over 30 minutes, it hadn’t started again. Not a single bag had emerged. And the natives were getting restless.

Several of us started discussing the situation. And the general consensus was that we all were going to try to cram things in carry-on next time. One guy’s comment “So much for not being a bin-hog.”

Finally I went to the baggage service counter, where the baggage assistance woman was not in a great mood. One passenger said he had gate-checked a bag that was missing; the woman basically accused her of lying. The young man in front of me discovered his bag had missed the plane, would be there in about 30 minutes and she said, not in a kind tone, “Yea, well deliver it, if you pay, otherwise you wait.”

So I asked as nicely if I could if she knew anything about my flight. She snapped. “Carousel 3.” “Yes, but m’am, there are no bags out from that flight.” “It can take 20 minutes.” “Yes, I know, but it has been more like 40 minutes.” Finally she asked for my bag tag, typed something, sighed, and picked up the phone.

Then the response, after a quick conservation, “there’s something wrong with the plane, they got people off but not bags.” I asked if they gave her some idea as to how long it would be, and was told “they’re working on it.”

At which point I heard some commotion near carousel 3. Apparently another employee told people to go over to number 5. There, not only was the luggage being delivered, employees had taken most of it off the carousel, as it had apparently been offloaded some time ago. So most passengers, including myself, now almost an hour after the flight, were able to just grumpily grab their bags and head out.

Now, things happen. And not even FedEx is absolutely perfect on delivery. But the complete unpredictability of the system is maddening. If you expect bags in 20 or so minutes, waiting an hour can cause all sorts of complications. And there seems to be no rhyme or reason to it.

Actually in San Francisco United is usually pretty good. But “usually” doesn’t help when it’s a bad afternoon or evening. Unfortunately, problems happen enough that passengers lose faith in the system, and then resort to whatever means possible to avoid handing over their bags. (Especially when they are paying for the privilege.)

Suggestions for the airlines? Since they are charging for luggage, make on-time delivery, say, 30 minutes or less a priority. Have more customer service agents monitoring the baggage area. And try to work on customer service attitude.

As a travel agent I am sympathetic to dealing with the public, but taking it out on passengers who aren’t being rude doesn’t help. (Several people from the flight who had followed me over heard the exchange, and were shaking their heads and muttering about the agent’s attitude.) At the least make service with a smile a higher priority.

The traveling public is by and large a reasonable lot. Charge for a service and provide it, and people understand. Charge for a service and make providing that service a crapshoot, not so much.