For some years, United Airlines has had kiosks in major airport baggage claim areas, where passengers can check the status of their bags. These kiosks don’t make it any more likely that a bag is actually on the right flight, but it does help giving travelers a head up if there’s a problem. Now Delta joins the baggage-tracking club.
When I personally fly United into San Francisco with checked luggage, the first thing I do in baggage claim is check the kiosk.
That way I know before the carousel starts turning if my bag made the flight. If not, I can get in line faster at the customer service desk.
United just requires a Mileage Plus number, name, or bag tag number for the system to search for the bag, so it’s relatively simple.
Delta now is using what sounds like relatively similar technology for tracing their bags; in Delta’s case passengers need a bag tag number. The airline has started putting the kiosks in 18 airports in the U.S., but may expand locations. Plus, Delta SkyMiles members can get alerts by email on their bag status.
In conjunction with the tracking, Delta goes one step further than United — they offer a delayed-bag-fee rebate if bags are not received within 12 hours of a reported delay. (The operative word may be “reported,” which puts pressure on travelers to complete the lost bag paperwork as soon as possible.)
The rebate, however, isn’t cash, but electronic travel vouchers, $25 for the first bag, $50 if two are delayed. (Which, for what it’s worth, unfortunately cannot be used by travel agents.)
In addition, as noted on Delta’s website, the rebates are only for passengers who have paid a fee for their bags. Frequent fliers and American Express cardholders who can check bags for free will get nothing when their bags are delayed.
The delayed bag rebate is in addition to standard reimbursement from Delta for lost luggage. It is at least a token effort.
Personally, I would like to see the airlines adopt the FedEx model. If your baggage is not delivered on time, FedEx refunds your money (with some exceptions for circumstances beyond their control). So far, Alaska, which offers a $20 credit, is the only airline besides Delta to give any compensation for delays, although proposed new government rules may change that.
In the meantime, since Delta is not charging for the baggage tracking information (yet, anyway), this seems like a good customer service move. It may not help that much when you’re in Hawaii and your luggage is in Mexico, but at least you’ll know where it is. And you’ll have an idea about how long it might take to rejoin you.
Janice Hough is a California-based travel agent a travel blogger and a part-time comedy writer. A frequent flier herself, she’s been doing battle with airlines, hotels, and other travel companies for over three decades. Besides writing for Travelers United, Janice has a humor blog at Leftcoastsportsbabe.com (Warning, the political and sports humor therein does not represent the views of anyone but herself.)
