Bad baggage handling at LAX. Resolved.
Jun 7, 2019, 2:39 pm
#16
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Location: Bay Area, CA
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So this is how we resolve customer service complaints now? Wow. I may be a little old school but I generally don't whip out my iphone and send it to the news whenever I feel like I've been wronged. That, and it must have been a slow news day for them to actually air such a "story".
Public shaming was appropriate here, IMO. I doubt we would have had the same outcome (guy doesn't work for AS flights anymore) if the usual channels were utilized.
Jun 7, 2019, 3:07 pm
#18
Join Date: Dec 2015
Location: SNA
Programs: MARRIOTT TITANIUM / HILTON GOLD / UA SILVER / AMEX PLAT
Posts: 609
Now I understand how my suitcases got damaged. I have had 4 suitcases (hard side) arrive at carousel with large cracks in the case over the past 6 years.
(They did look like someone just dropped them out of the plane)
AS has been great with remedy for this. I did notice that LAX was the common denominator in all cases even when it was a connection.
(They did look like someone just dropped them out of the plane)
AS has been great with remedy for this. I did notice that LAX was the common denominator in all cases even when it was a connection.
Jun 7, 2019, 5:32 pm
#19
Join Date: Jul 2003
Location: Washington DC
Posts: 1,357
In this day and time, I am surprised that any employee who works in an area visible to the public would not realize that his/her improper conduct would be noticed and recorded (video and/or audio) by others... Just about every adult (and many minors) at an airport will have a cell phone with a camera, and they won't hesitate to record such things. .
Jun 7, 2019, 5:35 pm
#20
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So this is how we resolve customer service complaints now? Wow. I may be a little old school but I generally don't whip out my iphone and send it to the news whenever I feel like I've been wronged. That, and it must have been a slow news day for them to actually air such a "story".
Jun 7, 2019, 9:06 pm
#21
Original Poster
Join Date: Jul 2018
Location: sometimes, strangely, I find myself at home
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I occasionally use transit cases and I still don't want them frequently and intentionally dropped.
Your pelican case should survive such a long drop. But how often would you like that case tossed onto the ramp?
My point with this reply is: the handling was bad and although you may be well prepared for such rough handling, the usual luggage handling shouldn't be as in the video.
By the way, that case is 17 lbs. empty. That's like a free virtual gym membership with that bag
Your pelican case should survive such a long drop. But how often would you like that case tossed onto the ramp?
My point with this reply is: the handling was bad and although you may be well prepared for such rough handling, the usual luggage handling shouldn't be as in the video.
By the way, that case is 17 lbs. empty. That's like a free virtual gym membership with that bag
Jun 7, 2019, 10:35 pm
#22
Join Date: Sep 2001
Programs: Alaska Tanzanite 100K
Posts: 3,858
Im also surprised theres no belt loader for the front pit of this A321.... unless it was lightly loaded, theres normally 70+ bags in that thing.
But the crew was under pressure to meet Alaska's 20 min bag guarantee and was flinging them out as fast as they could. Albeit on to a cart 6 feet below and the ground...
But the crew was under pressure to meet Alaska's 20 min bag guarantee and was flinging them out as fast as they could. Albeit on to a cart 6 feet below and the ground...
Jun 7, 2019, 11:20 pm
#23
Join Date: Oct 2015
Location: Pacific Wonderland
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Im also surprised theres no belt loader for the front pit of this A321.... unless it was lightly loaded, theres normally 70+ bags in that thing.
But the crew was under pressure to meet Alaska's 20 min bag guarantee and was flinging them out as fast as they could. Albeit on to a cart 6 feet below and the ground...
But the crew was under pressure to meet Alaska's 20 min bag guarantee and was flinging them out as fast as they could. Albeit on to a cart 6 feet below and the ground...
Jun 7, 2019, 11:45 pm
#24
Original Poster
Join Date: Jul 2018
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I like and value the 20 minute guarantee. The 20 minute guarantee has been re-assuring for me to plan my ground transportation and subsequent schedule. (It also keeps me from taking time to use an arrival lounge! ) understand to achieve that goal, there must require a speedy pit-crew or an otherwise planned and executed performance by baggage handlers.
I hope the solution is supporting the baggage crews with the right people, standards, and equipment. Because, trying to solve this by slyly extending the 20 minute to a 2 hour guarantee would still allow this rough handling and unsafe actions to happen ( maybe after a 1 hour 40 minute extra break).
I hope the solution is supporting the baggage crews with the right people, standards, and equipment. Because, trying to solve this by slyly extending the 20 minute to a 2 hour guarantee would still allow this rough handling and unsafe actions to happen ( maybe after a 1 hour 40 minute extra break).
Last edited by PaperGlider; Jun 7, 2019 at 11:46 pm Reason: grammar
Jun 8, 2019, 12:00 am
#25
Join Date: Sep 2001
Location: Seattle, WA
Posts: 5,956
Eh, this wasn't just a minor complaint. This sort of handling of property was pretty egregious. And getting attention past the $15/hour front liner handing out points can be difficult.
Public shaming was appropriate here, IMO. I doubt we would have had the same outcome (guy doesn't work for AS flights anymore) if the usual channels were utilized.
Public shaming was appropriate here, IMO. I doubt we would have had the same outcome (guy doesn't work for AS flights anymore) if the usual channels were utilized.
Jun 8, 2019, 12:04 am
#26
Join Date: Sep 2001
Location: Seattle, WA
Posts: 5,956
Because of the well documented intransigence of airline so-called customer service, because of their obvious and clear attitude that the loss of an individual customer means absolutely nothing to them or their bottom line, because that bottom line has become the end all and be all of the business' mission (providing a reliable transportation service doesn't even come close), because the airlines have made it crystal clear that status determines response, because of all this and more, yes, people sometimes feel they need an advocate to get their point across.
Jun 8, 2019, 12:29 am
#27
Join Date: Jun 2005
Location: Seattle & Seoul.... and now, Maastricht....
Programs: UA Mileage Plus, NWA WorldPerks deserter, Alaska Airlines Something-er-Other...
Posts: 1,886
When I saw the title of this thread, my mind immediately went here.....
Just be glad Alaska doesn't fly L10-11's....
Go to :16
Just be glad Alaska doesn't fly L10-11's....
Go to :16
Jun 8, 2019, 12:35 am
#28
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This is so over the top to me - frankly, given the nature of the business, and the millions upon millions of passengers flown over a year, I think airlines generally do a decent job of making things right and doing what they promise - getting people safely from one place to another in a relatively timely fashion.
That's when people turn to a reporter for assistance. Because, as this and many other cases have proven, airlines will readily ignore kettles, not so much the press.
Jun 8, 2019, 10:31 pm
#30
Join Date: Jan 2006
Location: CONUS
Posts: 947
You are right. I stand corrected. There is a union agreement. For anyone who wants to read how great it is: CONTRACT Q&A - IAM-McGee Air Services
Alaska moved to ever lower 48 city that had no Alaska ground service workers. For a reference on how subsidiary owned ground service works, suggest you look at Delta which determined DGS (Delta Global Service) determined it was more damaging to own a cheap airport provider.
Alaska moved to ever lower 48 city that had no Alaska ground service workers. For a reference on how subsidiary owned ground service works, suggest you look at Delta which determined DGS (Delta Global Service) determined it was more damaging to own a cheap airport provider.