[slk350]

Instead of giving the customer the runaround on how to file a claim for lost baggage that was originally checked in error under another passengers name to another country and reimbursement issues for expenses, have a central a point of contact for customer issues. Every person we called told us something different. I have NEVER had such a horrific time on a trip and it still has not ended since I can't even get reimbursed and it has been 5 days after our return. We sent an email 11/15 and as of 11/19 no response, called numerous times to different numbers and still cannot get resolve. We were frequent flyers, but will be no longer!

[airhead]

I am sorry to hear about your bag. I want to tell you about the inane bag system that is in current use with my airline. I am not sure why the airline makes the process complicated. But is is very silly! And I realize it doesn't help with customer service. I will start from the top:

A passenger realizes that their bag is not at bag claim and makes a claim. The process is much easier if the bag claim sticker is available. This sticker has the tag number, airline, date of travel, and expected itinerary. About 25% of passengers do not have this bag claim sticker for whatever reasons. Sometimes the ticket agent fails to give it, other times the passenger just disappears like a ninja in the night while I am reaching down to pull it from the printer. Sometimes I make a call on the intercom to call the passenger back and then the next person in line gets irritated while the passenger comes back irritated at me. I love having 2 people unhappy with me at one time. (sarcasm)

Ok, once I get the tag number from the passenger or have to make a manual search in the computer for it, the bag finder program does not communicate with the reservation program correctly. I have to type in what the bag tag says in addition to the itinerary that the passenger really flew. If the passenger changed flights or rerouted, it gets very confusing because most passengers do not keep up with the old and new flight numbers. If this information does not match, I get an error message that does not allow me to complete the file until I get it right. For some reason the computer knows enough to know when I get it wrong but aids very little in getting it right. Sometimes it will try to "suggest" the correct itinerary with an acceptance of the changes with a yes or no. Both answers are usually the wrong answer so I have to start over again.

Inputting the address and phone number is another challenge. One would think all I have to do is just fill in the blanks...WRONG. If the passenger does not live loally, I have to input both a permanent and a local address because the computer will not accept just the local address. If I get the permanent address wrong, I will not know until I complete the file and I get yet another error message. I have to put in the right address according to the reservation, not what the passenger tells me. And don't get me started on out of country address formats.

Same thing with phone numbers, the computer "suggests" another phone number and insits that I use that one. If I don't the error message comes up. So I add an additional phone number (that the passenger gives me) and the other number is there, confusing other agents in the process.

HERE IS MY FAVORITE PART

I am allowed to make comments in the record to aid other agents in assisting in getting the bag to its owner but I have to do it within the parameters of the stupid program. I can't just type in what needs to be said in plain English. NO, that would make too much sense. I am allowed about 35 characters per line and those lines are not displayed in the order I typed them. Her is an example:

I type: passenger called and has been notified <enter, out of room>
about bag arrival....please deliver to <enter, out of room again>
hotel asap...contents of bag is needed <enter, out of room again>
for business meetting...thx

What comes out for all the see is this:
...5for business metting...thx
...5hotel asap...contents of bag is needed
...5about bag arrival...please deliver to
...5passenger called and has been notified

YOU TELL ME IF THIS HELPS WITH CUSTOMER SERVICE!

And then I am encouraged to use short hand that few understand...ie
PAX CALLED AND ADV ABT BA ARR PLZ SUFD TO HOTEL

I am not sure what is easier. I am not defending airlines. I am showing what system is in use. I think it needs some real changes!