In over a decade as an elite with UA, I have had more baggage problems in the past year than I had the entire decade previously. Both in terms of proper routing and handling, and in tracing bags which go astray, it seems like UA's baggage systems have taken a huge step backwards.
Last night, I was on an IAD-DEN flight which ultimately was delayed ~4 hours. As this was going to strand me in DEN overnight (and really screw with the plans for the rest of my trip), I asked UA to cancel the ticket altogether.
The GA was great, as was the 1K desk, in helping take care of things.
The baggage people at IAD, however, could not understand. "Your bag will be sent to your final destination." Yeah, buddy, I am *at* my final destination. "But what flight did you come in on?" None--my trip has been cancelled due to the 4 hour delay; I just want my bag back, and of course I understand it is not likely to be offloaded from the plane and that it will have to be flown back. He also couldn't understand I had only one claim ticket and one checked bag; he kept asking about my "second" bag and a description of it.
After another 25 minutes of trying to get them to understand the situation (involving three different baggage office staff consulting with each other), they had filed the bag report. The plane had by then actually taxied back to the gate (more MX issues) and other pax were getting off, and according to the baggage office, my bag would be offloaded along with theirs.
Later last night, I called the 1K baggage desk again to check on it. The flight still was at the ramp in IAD, and the Houston guy I spoke to said they'd pulled my bag and I'd see it by 10am this morning.
Through the entire process, the Web site just says, "Bag tracing continues." Why can't they at least show the same scans the phone agents look at? Is that too much to ask?
I am pretty sure at this point my bag will indeed go to DEN, but since it will have to overnight there, that the baggage system will in fact end up routing it back to IAD. I mean, that's what several agents have told me.
Nope--of course it gets put on the next flight onward to my original destination this morning. The agents now tell me to call back "later today after that flight arrives, and we'll file a report with the baggage office there to ask them to send it back." I am sure this will not happen efficiently, automatically, or with any degree of accuracy.
I now also note that somehow Tampa, FL has been put into the delivery info for my bag online. :confused:
Seriously, UA, this is just stupid.
Last night, I was on an IAD-DEN flight which ultimately was delayed ~4 hours. As this was going to strand me in DEN overnight (and really screw with the plans for the rest of my trip), I asked UA to cancel the ticket altogether.
The GA was great, as was the 1K desk, in helping take care of things.
The baggage people at IAD, however, could not understand. "Your bag will be sent to your final destination." Yeah, buddy, I am *at* my final destination. "But what flight did you come in on?" None--my trip has been cancelled due to the 4 hour delay; I just want my bag back, and of course I understand it is not likely to be offloaded from the plane and that it will have to be flown back. He also couldn't understand I had only one claim ticket and one checked bag; he kept asking about my "second" bag and a description of it.
After another 25 minutes of trying to get them to understand the situation (involving three different baggage office staff consulting with each other), they had filed the bag report. The plane had by then actually taxied back to the gate (more MX issues) and other pax were getting off, and according to the baggage office, my bag would be offloaded along with theirs.
Later last night, I called the 1K baggage desk again to check on it. The flight still was at the ramp in IAD, and the Houston guy I spoke to said they'd pulled my bag and I'd see it by 10am this morning.
Through the entire process, the Web site just says, "Bag tracing continues." Why can't they at least show the same scans the phone agents look at? Is that too much to ask?
I am pretty sure at this point my bag will indeed go to DEN, but since it will have to overnight there, that the baggage system will in fact end up routing it back to IAD. I mean, that's what several agents have told me.
Nope--of course it gets put on the next flight onward to my original destination this morning. The agents now tell me to call back "later today after that flight arrives, and we'll file a report with the baggage office there to ask them to send it back." I am sure this will not happen efficiently, automatically, or with any degree of accuracy.
I now also note that somehow Tampa, FL has been put into the delivery info for my bag online. :confused:
Seriously, UA, this is just stupid.