Jun 16, 2016, 8:19 am
Last edit by: dayone
Ways to claim a BSG:
1) In Person, find someone at the baggage counter or ticket area.
Update 6/5/2022: Requests for the Baggage Service Guarantee are now entered through the computer/iPad. Allow up to a week for the miles to post, then contact Customer Service.
Update 2018-11-10: Online requests, either via customer service or Twitter, are no longer reliable ways to request a BSG. The typical response now is they must be obtained in person at the airport from a baggage agent.
1) In Person, find someone at the baggage counter or ticket area.
Update 6/5/2022: Requests for the Baggage Service Guarantee are now entered through the computer/iPad. Allow up to a week for the miles to post, then contact Customer Service.
Update 2018-11-10: Online requests, either via customer service or Twitter, are no longer reliable ways to request a BSG. The typical response now is they must be obtained in person at the airport from a baggage agent.
Post Your Baggage Service Guarantee Successes!
Jul 24, 2022, 10:23 pm
#586
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,631
Jul 25, 2022, 2:01 pm
#587
Join Date: May 2008
Location: "the world is my country"
Programs: Alaska 100K (aka OWS)
Posts: 811
Alaska baggage team for the win! We recently flew DPS-SIN-SFO on an SQ award ticket - couldn't get the award space from SFO-SEA so purchased a separate leg home. On arrival to SFO, bags were missing. SQ baggage people had no clue where it was and were generally unhelpful. They told us to report it to baggage claim at our final destination, despite it being on a different PNR. Skeptical. We arrived in SEA and dutifully reported it, and received a baggage credit for delayed baggage. Over the next two weeks, SQ sent updates saying they had no idea where the bags were (we were unable to contact ANYONE at SQ on the phone, via chat, or email). AS baggage people were easily available by phone, and they personally contacted the baggage departments at SFO, SIN and DPS on multiple occasions. Two weeks after we arrived home, AS brought us the bags, missing their bag tags completely though the priority tag was still on. Meanwhile, we continued to receive emails from SQ saying they had no idea where the luggage was.
I don't care about the mileage - it's the service that's priceless.
I don't care about the mileage - it's the service that's priceless.
Aug 21, 2022, 11:51 am
#588
Join Date: Feb 2015
Location: Seattle
Programs: AS
Posts: 2,293
AS 585.
LAX/ SEA
35 minutes before first first bags came off carousel. Ours were tagged Priority and came off last. (of course)
Contacted AS agent and told 7-10 days for discount code,
Nothing happened.
Wrote to Customer care after 7 days.
Checked accounts today , nothing added to account.
Decided to call. At this point, been on hold for 30 minutes ( your wait time is 6 minutes) and have been transferred twice. Fully expecting to have call just end, during hold.
Agent confirmed all information and could not issue code . Transferred to another Customer care agent and put on hold.
Call just ended. UGH !
Starting over ,” longest wait time is 11 minutes”. Not banking on that one either.
Finally got through again, she verified everything ,and AGAIN transferred me to Customer Service Relations. On Hold , this call dropped also. Gave up, not worth .
LAX/ SEA
35 minutes before first first bags came off carousel. Ours were tagged Priority and came off last. (of course)
Contacted AS agent and told 7-10 days for discount code,
Nothing happened.
Wrote to Customer care after 7 days.
Checked accounts today , nothing added to account.
Decided to call. At this point, been on hold for 30 minutes ( your wait time is 6 minutes) and have been transferred twice. Fully expecting to have call just end, during hold.
Agent confirmed all information and could not issue code . Transferred to another Customer care agent and put on hold.
Call just ended. UGH !
Starting over ,” longest wait time is 11 minutes”. Not banking on that one either.
Finally got through again, she verified everything ,and AGAIN transferred me to Customer Service Relations. On Hold , this call dropped also. Gave up, not worth .
Received email today from Customer Care.
Nice email acknowledging baggage guarantee was not met on this flight and accounts should now reflect addition of code. Also thanked for loyalty and elite status.
So, just under 8 weeks for reply and resolution. Flight was June 29.
Oct 14, 2022, 5:03 pm
#590
Join Date: Nov 2021
Location: DFW
Programs: AA PlatPro, AS
Posts: 142
AS 372 / SEA-DFW
My husband and I were the first ones off the plane at exactly 12am, and bags from a Delta flight began to arrive on our carousel at 00:20. There was no counter agent (not surprising for a late night with DFW’s two AS gates), so I called customer service — no answer, so I sent a text. While waiting for a response, I found one AS employee at oversized bag claim who told me I’d have to wait until she’d finished everything else. A few minutes later, an agent texted me back and gave us $25 each, got the emails within 12 hrs. (3 of our 4 orange-tagged bags were among the last to come up at 00:37.)
My husband and I were the first ones off the plane at exactly 12am, and bags from a Delta flight began to arrive on our carousel at 00:20. There was no counter agent (not surprising for a late night with DFW’s two AS gates), so I called customer service — no answer, so I sent a text. While waiting for a response, I found one AS employee at oversized bag claim who told me I’d have to wait until she’d finished everything else. A few minutes later, an agent texted me back and gave us $25 each, got the emails within 12 hrs. (3 of our 4 orange-tagged bags were among the last to come up at 00:37.)
Oct 16, 2022, 9:55 am
#591
Join Date: Nov 2015
Location: Alaska
Programs: MVPG75, Club 49, OWE, Hilton, Bonvoy, Enterprise Plus, MGM, AA, BA
Posts: 80
I prefer the extra 2500 miles myself. We waited for about 40 minutes for our bags in BNA in Sept, priority tags, among the last to drop
I sent the text in and three weeks later, we were credited.
I sent the text in and three weeks later, we were credited.
Dec 5, 2022, 1:21 pm
#592
Join Date: Mar 2007
Programs: UA 1K, Marriott Gold, SPG Gold
Posts: 1,498
Flew into SFO last night around 9 PM. Looked like 5+ flights all arrived within 30 minutes of each other, none of the bags made it within 20 minutes. Shockingly, hardly anyone was in the baggage office to claim a paper voucher.
Dec 5, 2022, 2:15 pm
#593
Join Date: Jun 2017
Location: Pacific Northwest
Posts: 90
I was denied the baggage guarantee claim on Dec 3. Baggage rep at SeaTac said the guarantee didn't apply to weather events and the guarantee was being denied for flights all day, but there was no indication that there was an official weather event declared (the recent one was only Nov 29 - Dec 1).
Dec 6, 2022, 11:08 am
#594
Join Date: Feb 2005
Location: JNU
Programs: HH D, AS MM/MVPG for life/AL, Awesome Wipes VIP Club, NEXUS, Hertz 5-Star Gold
Posts: 2,893
View From The Wing checks in with their comments on the matter.
Dec 6, 2022, 12:33 pm
#595
Moderator: Alaska Mileage Plan
Join Date: Feb 2005
Posts: 12,317
View From The Wing checks in with their comments on the matter.
Originally Posted by Gary Leff
On the one hand a force majeure clause doesn’t seem unreasonable.
No, on both hands, it seems very reasonable.
Dec 6, 2022, 12:50 pm
#596
Join Date: Jan 2015
Location: SEA
Programs: AS MVPG, UA Gold 1MM (the unfriendly sky), Marriott Gold, Hyatt Exp, Hertz no longer
Posts: 64
What's really embarrassing here for AS is not the fact they claim force majeure to suspend the guarantee, it is the ridiculous spelling mistakes on the sign.
Are AS employees completely illiterate?
I am flying out of SEA later today and will check to see if they corrected it or not.
Are AS employees completely illiterate?
I am flying out of SEA later today and will check to see if they corrected it or not.
Jan 5, 2023, 11:23 am
#598
Join Date: Mar 2016
Location: LAX
Programs: AS MVPG, IHG Diamond Elite
Posts: 1,445
My bag (priority tagged) dropped at just after 24 mins at LAX yesterday. Walked over to the baggage office and was denied because the first bag dropped at 19 mins. Told her the guarantee says "your bags" not any bag, and she still persisted. I rolled my eyes and told her she's going against policy/I'll just get it from customer care online later.. First time seeing this from an actual AS staff member (vs contract staff at east coast outstation)
Jan 5, 2023, 11:58 am
#599
Join Date: Mar 2013
Location: DCA - PDX - LAX
Programs: AA Gold, UA Silver, Marriott Titanium, AS 75k
Posts: 766
My bag (priority tagged) dropped at just after 24 mins at LAX yesterday. Walked over to the baggage office and was denied because the first bag dropped at 19 mins. Told her the guarantee says "your bags" not any bag, and she still persisted. I rolled my eyes and told her she's going against policy/I'll just get it from customer care online later.. First time seeing this from an actual AS staff member (vs contract staff at east coast outstation)
Jan 5, 2023, 12:32 pm
#600
Join Date: Feb 2016
Location: San Diego, CA
Programs: Southwest A-List; Alaska MVPG; Hilton Diamond; Avis PreferredPlus; Marriott Bonvoy Platinum Elite
Posts: 919
My bag (priority tagged) dropped at just after 24 mins at LAX yesterday. Walked over to the baggage office and was denied because the first bag dropped at 19 mins. Told her the guarantee says "your bags" not any bag, and she still persisted. I rolled my eyes and told her she's going against policy/I'll just get it from customer care online later.. First time seeing this from an actual AS staff member (vs contract staff at east coast outstation)
