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Thursday, July 14, 2011

Missing bag? The airline fee still applies

Today we have a personal tale about an airline "mishandling" the checked bags of one particular traveler.  But first, here's a good way to get into that story:

Airline fees for checked bags continue to be one of the least-popular aspects of air-travel costs. USA Today has a good story about recently adopted federal consumer-protection rules that allow for a refund of bag fees,  but only if you never see the bags again. If the bag is just delayed for hours or days, and you still get it back, there is no refund. Read more about why travelers are unhappy with the rule, and  the airline industry's response at this link. 

The personal tale involves the vacation my wife and I just took to Canada. We paid fees to check two bags each way, and learned something interesting on the return trip. A $50 fee for two bags outbound to Calgary became a $56 fee, apparently reflecting exchange rates with the Canadian dollar, when inbound from Vancouver. But that was only a minor annoyance.

Continental "mishandled" (the industry term used for all bag misadventure) one of our bags on both the inbound and outbound trips. Both trips required a connection in CO's Houston hub. Outbound, I understood why: Continental did not have enough people working the ticket counter, and we had waited an hour and 10 minutes in line to check in and check the bags. We had to run to catch the flight, and we guess one bag got separated from the other. We got that bag delivered to our hotel the first night, about six hours after landing so no big deal.

On the way home, one of the two bags again didn't arrive when we did. We had checked in 2 1/2 hours ahead. The bag was delivered to our home in the middle of the next day. It was full of dirty clothes but not much else, so again, the delay was not a big problem.

What's aggravating about the experience was to have to deal with a temporarily lost bag after the rest of the experience of flying coach in the summer these days. It's not only expensive (more than $1,100 for our two tickets), it's just not much fun anymore. Of course the flights were packed, and the seating in Row 22 is just too cramped and uncomfortable. The beleagured, underpaid frontline employees (and this is not just about Continental, it applies to many carriers) are mostly glum, seeming to just be doing their jobs by rote. Many of them probably have good people skills but they're not in the mood to use them. The usual pleasantries just don't seem to matter anymore. When I asked the Continental rep in baggage claim if I was going to get a refund of my bag fee because the bag was "mishandled," she wouldn't make eye contact, just staring at her computer and shaking her head while softly mumuring "No."

My experience makes even more ironic what Continental is printing on all its cocktail napkins these days. It says "New airplanes, same values," an apparent reference to the fact that soon the name United will replace Continental on its planes. But just what are the "values" of the airline that it wants to cherish? What do the employees, who are usually among those hurt when airlines merge, think of the company's values? Is there any value in friendlier customer service delivered by happier , better-compensated workers? Is there any value in giving us aging widebodied people just a fraction more personal seating space?  

Making money so you can stay in business is obviously an important value, too. And apparently the only way to do that is to charge bag fees. So no more grousing. Sit in your personal 17-by-30-inch space and quit complaining. Who said flying was supposed to be fun?      
Posted by Tom Belden @ 1:57 PM  Permalink | 1 comment
Comments   
  • 0 like this / 0 don't   •   Posted 7:35 PM, 07/14/2011
    All the more reason to see the USA (and Canada) in your Chevrolet!
    — gb


1 comments
About Tom Belden
Tom Belden has been reporting about Philadelphia International Airport and other air travel subjects for more than 20 years, writing columns for The Inquirer's Travel and Business sections. His reporting (with colleague Craig McCoy) on baggage handling problems in Philadelphia have been credited with helping to improve the system. His previous blog was called Road Warrior. He can reached at tbelden@phillynews.com.
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