I had to fly somewhere, and I checked in a bag. When I got to my destination my bag didn’t arrive. The screen said flight ABC123, all bags delivered – agent=someAgent.
What then followed was, on the whole, a disappointing demonstration of lack of thinking.
Where is the agent?
I had to ask the person at the exit where the agent’s desk was. “Down there on the right”. This was true – but a better statement would have been – we are in zone A. The desk is in zone C – about 400 yards away. I found it after a long walk around the airport.
I eventually found the agent, who gave me a piece of paper saying phone this number, or email them on….
To me, the obvious thing would be to have a piece of paper in the baggage collection area saying –
If your agent is … then phone…. or email… with details of your bag…
If your agent is…
I checked into the hotel, and tried phoning the number. After half an hour I gave up, because no one answered.
I emailed them, then went for a beer in the bar. An hour later I had a reply “You bag was in the baggage room”.
The first problem is that the baggage came out on a gravity slope – with rollers. Heavy suitcases rolled down no problem. Light bags didn’t move – and needed a shove from a heavy bag. I am guessing my bag was last off, and because it was light – it stuck at the top of the slope – and didn’t move. The thought of going behind the rubber shutters to see if my bag was stuck, never occurred to me!
The second problem was… OK my bag is at the airport – how do I get it. I tried phoning – and after a half hour gave up. I sent a second email asking what I should do, I didn’t get a reply.
I went to the agent – who suggested I phone the number AGAIN. (This was 10 pm)
I bumped into some airport staff – wearing their distinctive uniforms. One guy said go and stand by Costa, and I’ll find you. 10 minutes later he had found my bag and I was reunited.
I raised a complaint to the airport – I look forward to my reply… in a month. ( In the complaint I said how helpful the member of staff was).
So although it had a happy ending. I thought why my experience was so bad. Had people who designed the aiport, or worked for the agent, never flown before – or lost thier luggage.
What I would have done?
- Have a “lost baggage computer terminal” in the baggage area. You enter your bag tag, phone number, and email address.
- Have instructions written on the wall on what to do if your bag has not arrived
- Provide useful information, “We have found your bag. Please go to … or find a member of staff who can then arrange to get it for you”
- The someAgent’s desk is in zone C.
