BA176

[Shropshire Lad]

Hi there

I was wondering if anyone had any advice they can give me regarding finding lost baggage with BA. I was meant to fly on BA176 yesterday (28th Dec ) from JFK to LHR. Approximately 2 hours before we were due to depart we found out from the display screens that the flight was cancelled (purely by chance). Those of you who know JFK will know that there is a BA "Service Centre" near Hudson's book store, so I instinctively went there to find a little more information.

Helpfully the lady behind the desk told me that they didn't know what was going on and repeatedly asked those of us queuing for information why we were doing so, as there hadn't been any announcements.

Given the time of night and the fact we had all only stumbled across this information by chance, as there were no announcements, (I think) I respectfully advised her (as did others) that maybe the reason we were queuing was because no one had given us any information and we (I think not unreasonably) would like some. I could continue this for several pages on the total lack of customer service, but my main concern is my bags at this stage.

The reason given to the 140 or so of us booked on the flight was that the captain was sick and so the flight couldn't operate (which seems reasonable, however, has the standby crew gone the distance now??) We were then told that we were all going to be accommodated on those flights subsequently leaving JFK that evening so not to worry.

I have to say that was fab as we were given business class seats and the flight was great until we got to our destination and found that our bags hadn't.

On questioning the handling agent we found that our bags were probably still at JFK. This annoyed me because

A) we asked to be transferred to the next flight leaving but were specifically told this was not possible as, for security reasons, we couldn't travel without our bags.
B) In an age of computerisation where I can track exactly even where a Royal Mail parcel is, the lovely "call centre" in Mumbai could only tell me that my bags are missing - which I already know as they didn't come off the conveyor at my destination. As with the majority of businesses that outsource call centres, they are worse than useless, working to a script.

I do find it a little ironic that the handling agents at my final destination could tell me the bags were offloaded at JFK but the BA "call centre" had no idea where the bags were at all (not even how many or where I was actually leaving from or going to).

Have I missed something here or do I need to resign myself to BA telling me that I will never see my bags again, but at least I got upgraded to business to get home...??

Any advice appreciated, but the fact I was able to rant is a little cathartic anyway...

[Hand Solo]

The reason given to the 140 or so of us booked on the flight was that the captain was sick and so the flight couldn't operate (which seems reasonable, however, has the standby crew gone the distance now??)

There are no standby crew in New York. The standby crews are all in London, and it would take 24 hours + to get a standby pilot to JFK and rested to operate.

I have to say that was fab as we were given business class seats and the flight was great until we got to our destination and found that our bags hadn't.

Unfortunately breaking down the baggage bins, retagging them with different tags for different flights for every redistributed passenger and then reloading them for every BA flight departing JFK that night would have delayed every BA flight that evening so the reality is they probably won't put them on a flight same day. It happens with a lot of airlines, I've suffered it myself twice.

On questioning the handling agent we found that our bags were probably still at JFK. This annoyed me because

A) we asked to be transferred to the next flight leaving but were specifically told this was not possible as, for security reasons, we couldn't travel without our bags.

Hmmm. There are no restrictions I know of that prevent you travelling without your bags. Your bags may not be able to travel without you, but you can travel without your bags. Seems like a holding excuse to me.

B) In an age of computerisation where I can track exactly even where a Royal Mail parcel is, the lovely "call centre" in Mumbai could only tell me that my bags are missing - which I already know as they didn't come off the conveyor at my destination. As with the majority of businesses that outsource call centres, they are worse than useless, working to a script.

The BA call centres are mostly in Newcastle and New York! There is a dedicated baggage tracing unit you can contact on 0844 493 0785 who may be more helpful, or you can try online here.

I do find it a little ironic that the handling agents at my final destination could tell me the bags were offloaded at JFK but the BA "call centre" had no idea where the bags were at all (not even how many or where I was actually leaving from or going to).

See above. BA should be able to tell you if the bag was loaded on any BA flight. If it wasn't then it's still in JFK and they can ship it to you.

Have I missed something here or do I need to resign myself to BA telling me that I will never see my bags again, but at least I got upgraded to business to get home...??

Hopefully you'll see the bags again. The figures for actual bag losses are reassuringly good.

[Shropshire Lad]

Thanks for that! Very reassuring.

Unfortunately breaking down the baggage bins, retagging them with different tags for different flights for every redistributed passenger and then reloading them for every BA flight departing JFK that night would have delayed every BA flight that evening so the reality is they probably won't put them on a flight same day.

I had a feeling that might be the case as they were distributing us across a few flights that night.

Hmmm. There are no restrictions I know of that prevent you travelling without your bags. Your bags may not be able to travel without you, but you can travel without your bags. Seems like a holding excuse to me.

Interesting - this was actually the only thing they told us all night - no announcements, no details about how they were sorting the problem etc. etc. It really ended up being a classic case of how not to keep people informed!

The BA call centres are mostly in Newcastle and New York!

Managed to speak to the Newcastle call centre (or a Geordie in New York!) and they seemed to take the situation a little more seriously now. It looks like the bags may be on their way home now if I have interpreted the baggage tracker correctly so I'm hoping for a positive outcome!

Thanks for the info

[radeng]

My experince with the BA baggage tracking call centre is that they were not even good enough to be useless. Totally unhelpful and uncaring. To the point of an offical complaint, which at least got me some miles credited. The bags turned up 10 days later.

[crewmeal]

If posters here say their baggage queries were treated with everything less than respect, when does insurance cut in? And whose insurance? BA's or your house insurance? All that shopping in 'The Big Apple' and most of it packed away in suitcases!!

[Bergerie1]

My most recent experience with BA lost baggage occurred when some friends came to stay in the south of France. They flew from Jersey via Gatwick to Marseilles on the Friday before Christmas and the baggage was mislaid by BA in Gatwick. The BA representative was very helpful in Marseilles when the baggage did not appear. But thereafter the call centre just kept promising that the baggage would be delivered within the day. However, we eventually found out that the baggage did not leave Gatwick on the next available flight but instead was put on the last flight of the day. That being a Saturday, the courier company used by BA did not work after 12.00 on Saturdays. Therefore the baggage did not arrive until the Monday. Had this been explained to us in the first place we would not have wasted the whole weekend in the expectation that the baggage would be arriving 'soon'. Clearly, there is no joined up information system, instead all that is offered is platitudes and downright porkie pies.

[Shropshire Lad]

Well BA came through and the bags arrived home 24 hours later. All in one piece (so thankfully all the shopping was not lost).

My experince with the BA baggage tracking call centre is that they were not even good enough to be useless. Totally unhelpful and uncaring

We stopped phoning them as they really didn't want to know - a completely pointless exercise. I asked to speak to the manager and was told there were no managers in the centre! We eventually escalated a complaint about the whole process (cancellation and baggage loss) via the Customer Services number and they seemed to be a little more responsive. To be fair, the only people who were sympathetic and helpful were Swissport who were able to tell us the bags were still at JFK. How they knew but BA didn't is beyond me.

The strange thing is, in this whole process, no one could be bothered to explain what was happening with the cancellation and the lost bags. I'm not unreasonable - problems happen. All I wanted to know about the cancellation was why and what happens next. The only comments I got was from a BA representative who, after making no announcements or no comments directly to passengers, wondered why every one was queuing at her desk! The other related to incorrect information about security!

Cue around 100 irate passengers who ended up sharing rumours with each other until we managed to work out which line to stand in to get a rebooked seat. Same with the bags.

Information costs nothing and in this case could have resulted in them not losing a future customer.

[Peter47]

The good news is that bags are almost always reconciled with their owners.

I dare say that someone did a calculation and reckoned that the cost of delaying several aircraft was greater than the cost of delaying bags. Think of the issues if transfer bags didn't make it at LHR as a result.

It would have been necessary to put in bag on the same flight as its owner which would in turn would have meant relabelling each bag which couldn't be done until the poassenger had been rebooked. Presumably an unaccompagnied bag has to go through additional screening.

I volunteered to be offloaded by Delta sometime back on a Seattle to Atlanta sector a few years ago for $400 in Delta dollars. There is no domestic baggage reconciliation in the US so the bags went to ATL. I was travelling onto LGW from ATL the following day so remained airside when I finally made it the folowing day but stopped off at the DL service desk to ensure that they were to be put on the flight which I was assured was the case. No baggage on arrival. One bag arrived the following day and the other the day after. I live in West London so that was two courier trips from Gatwick. Can't have been cheap!

Makes you wonder why positive bag reconciliation is necesary on interrnational routes but not on US domestic services. I would be surprised if US hub & spoke operations could survive in their existing form it it were introduced though. I actually doubt that it serves much purpose in this age of suicide bombers. Better get your screening right though.

[mutt]

Just a heads up that under US DOT regulations, the following applies for lost or damaged baggage claims, regardless of what the airline tells you....

International passenger trips: 1,131 Special Drawing Rights per passenger.

SDR is the currency of the International Monetary Fund, and would convert to 1119 UK Pounds today.

Aviation Consumer Protection Division

[ExXB]

Yes, this is the amount stated in the Montreal Convention 1999 (MC99), but it isn't a strict liability amount meaning you have to prove your loss (keep receipts) and is a maximum amount.

[lakerman]

Many years ago was flying LHR-LAX on the 0930 flight. Flew up the day before from MAN with my luggage being tagged MAN-LHR-LAX. On checking in was informed by BA staff they had lost my luggage. They new it had arrived from MAN bur could not locate at LHR. I embarked as the last pax hoping to have found my luggage, but to no avail. On arrival umpteen hours later in LAX, went straight to BA desk. No they still had not found my luggage. Went to Hotel and crashed out at about 10pm local only to be woken up an hour later to be informed my luggage was downstairs in the lobby and would I like it brought up. On the day I flew there was also a 1030 and 1130 flight LHR-LAX and it was obvious that my luggage had been on one of these flights, yet good old BA baggage people had no idea that my luggage was at maximum only two hours out of LAX when they told me they still had not found it at LHR.

[PAXboy]

Makes you wonder how they spend their money on I.T. ?? But, having worked in IT for 25+ years, I can betcha that the tech boys know it can be done better but are not able to and money is only one of the reasons.

The fact that it would save zillions and improve customer relations will be listed on the agenda - but it still won't happen. Yes, I know, I'm a cynical, care worn, old buzzard. All true.

[Mr Mac]

Had similer experiance with BA MAN - LHR - BOS 3 years ago (have only flown BA once since). Flight MAN - LHR delayed by highwinds at LHR. On arrival transferred by mini bus to T4 up steps onto airbridge quick welcome on board, door shut, and push back underway while stowing carry on bag with clothes in. You already know that there is no way your hold bag - (with samples) got on your flight but with frquancy of service - 2 flights a day at that time you figure next plane will have your bag - wrong 6 flights later bags show up. BA baggage tracker said still in LHR when in reception Hilton Boston !. Do not get me onto the times when bags bound to MAN on the shuttle missed the connection at LHR !. I am sure I was on first name terms with courier !.

Intrestingly since moving carrier and now changing at Frankfurt or Dubai have not had one incident as above - probably broken my good luck by saying that though !.

[Katamarino]

Travelling to Cairo with BA, we checked in online and went to bagdrop. The moron working the desk typed in the correct seat numbers, but transposed the flight numbers, and send the bags off to New York under a different name. I noticed the wrong baggage ticket and pointed it out to BA customer service, 3 hours before we even took off; they assured us it would all be sorted out.

Was it? What do you think...the bags finally turned up in Cairo the same day we were leaving, having been assured by BA every day since that they would arrive "the next day". The incompetence of BA customer service knows no limits, sadly, and I always avoid them now if I can.

[Yellow Pen]

Huh? How long ago did this Cairo/New York mix up happen?

[Katamarino]

2006. Our luggage went off to JFK under the name of Mr and Mrs Frenk on a flight with a similar flight number, but the last two digits transposed.

[c2lass]

I have had a pretty dreadful experience with missing baggage with KLM for 4 days of a 7 day holiday! We were flying ABZ-MUC via AMS.

If they could just tell you the "truth" at the outset, it would save so much heartache. Initially they told us it would be on the next flight. Then told us it would be on the first flight the next day, then it was the day after. Then we found out our bags were at MUC but they wouldn't courier them to us (2.5 hours away from MUC) until the next day.

They told us we could track our lost luggage via a weblink. This turned out as much use as a chocolate fireguard. So lots of grief, expensive phone calls, different story each time you called. Terrible.

On a slightly different note a good few years ago I used to run a Bed & Breakfast on an beautiful Island of the West Coast of Scotland. I had regular guests about 6 times a year from a German operator who brought walking parties to the Island. I can honestly say that 50% of the time some poor holidaymaker arrived without their baggage. It did seem to arrive the next day from Glasgow so would involve a long courier trip from Glasgow to Oban, then a ferry from Oban which was not cheap in those days around £60 return, then the drive back to Glasgow. Must have cost the airlines a fortune in getting these bags to pax.

[BlueTui]

A couple of years ago I flew with southwest MDW-IAH-LAX, we were severely delayed leaving Chicagow midway, there was no way we were going to make the connection but with a bit of luck Our aircraft were facing each other on the concourse and we walked straight from one to another as the door virtually shut our coats in the door!

Like the poster above there was no way our bags made it in a million years! Lo an behold a few hours later when we were at the baggage carousel waiting till the last bag came off so we could claim the bags were missing ours came off, the transfer time must have been measured in seconds as we were both at row 1.how their baggage handlers got my bag to the next aircraft!

5* to southwest!!

[radeng]

Some US business coleagues came over for a meeting. Northwest from Minneapolis to Amsterdam, KLM to Copenhagen. No luggage. Four days later, they went to Stockholm. After 2 days, still no luggage. Back to AMS, on to Maastricht for 3 days. Still no luggage. Back to minneapolis, luggae after 5 days.

But we've seen here on Pprune that it is common when transferring through AMS with KLM involved for the luggage not to make it. I'm told the ground staff hide in Jo'burg when the KLM flights are due because of the number of missing bags.

Another really bad one is CDG, especially if transferring from Air France to BA. With even a 6 hour lay over, it's common for the bags not to make it.

[PAXboy]

The airlines and airports have considered RFID Radio-frequency identification - Wikipedia, the free encyclopedia bag tags but don't like the start up cost. The singular advantage of these tages, as already demonstrated around the world, is that you can read the label without having to manually grab the label, orientate it, and 'snap it' with the hand held reader.

With RFID tages, if a conveyor belt was running bags at two per second, a controlling computer could read them all with ease, check against the required item and divert it off the belt to a human.

The fact that start up costs will be overtaken by benefits is true BUT, unfortunately, it would require every airport and handling agent on the route to have installed the equipment. No one wants to install equipment that might not be fully utilised for five years - or more.

The first introduction of RFID bag tagging is happening in places like Australia, which are large - yet easily managed. Whilst Europe has far too many ports of call and the USA, whilst one country and language, would also be very complex to set up. HKG has started a system. The rest will follow - but slowly.