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!
Dec 19, 2018, 9:00 am
#377
Join Date: Mar 2016
Location: LAX
Programs: AS MVPG, IHG Diamond Elite
Posts: 1,445
Had BUR-SEA, SEA-DCA, DCA-SEA, SEA-BUR between 12/8-12/15. Claimed the baggage guarantee for all but the BUR-SEA leg. Was pretty surprised landing in BUR they took more than 27 mins, and even more surprised that I was the only one who actually collected the guarantee.
Dec 19, 2018, 9:44 am
#378
Join Date: Jun 2016
Programs: AS MVP Gold, Marriott Lifetime Gold, National Executive Elite
Posts: 247
Welcome to the small clan of us who actually claim this guarantee
I always find it surprising how few of us head for customer service reps when bags are late.
Dec 19, 2018, 9:54 am
#379
Join Date: Mar 2016
Location: LAX
Programs: AS MVPG, IHG Diamond Elite
Posts: 1,445
Not sure what "blocked in" means, but I always use the "arrived" time in the Alaska app. I think that's triggered when the door opens at the gate.
Welcome to the small clan of us who actually claim this guarantee I always find it surprising how few of us head for customer service reps when bags are late.
Welcome to the small clan of us who actually claim this guarantee
I always find it surprising how few of us head for customer service reps when bags are late.
Dec 19, 2018, 10:55 am
#380
Join Date: Oct 2015
Location: Pacific Wonderland
Programs: ʙᴏɴᴠo̱ʏ Au, IHG Au, HH Dia, Nexus, Pilot FlyingJ Preferred
Posts: 5,336
Dec 31, 2018, 2:42 pm
#382
Join Date: Feb 2015
Location: Seattle
Programs: AS
Posts: 2,293
Data Point....just deposited Baggage Service guarantee $25 discount codes (from paper vouchers) into both of our accounts.
Went to Valid Discount Codes in each AS mileage plan account and see that they expire in 31 days!!!! The expiration date for code is Jan 31, 2019.
Called CS and they said I deposited 1 into my account on April 25, 2017...WHAT????? The ECBSG18 is the program code which indicates 2018. Rep could not explain why they have wrong dates..second one shows deposited into account 4-15-17. We had no codes in account before this.
First suggestion from CS was call baggage claim. I pointed out they are pretty busy with other issues right now (holiday travels). She agreed and tried to find super.
Final decision from her was to open a file and when codes "expire"- call and they will re-issue codes again. Not too optimistic but, it is all they can offer right now.
I would have tried to use them but travel for next 2 months already booked. Since 60 day policy went away, don't like to book too far out.
Just a heads up.
Went to Valid Discount Codes in each AS mileage plan account and see that they expire in 31 days!!!! The expiration date for code is Jan 31, 2019.
Called CS and they said I deposited 1 into my account on April 25, 2017...WHAT????? The ECBSG18 is the program code which indicates 2018. Rep could not explain why they have wrong dates..second one shows deposited into account 4-15-17. We had no codes in account before this.
First suggestion from CS was call baggage claim. I pointed out they are pretty busy with other issues right now (holiday travels). She agreed and tried to find super.
Final decision from her was to open a file and when codes "expire"- call and they will re-issue codes again. Not too optimistic but, it is all they can offer right now.
I would have tried to use them but travel for next 2 months already booked. Since 60 day policy went away, don't like to book too far out.
Just a heads up.
Feb 26, 2019, 5:08 pm
#383
Join Date: Mar 2001
Location: Philly, Madrid
Programs: Alaska MVP Gold
Posts: 2,591
In the last few weeks I've had two instances in which luggage was >20 minutes arriving.
In neither case were there baggage service agents available.
I emailed customer service (which took 8 days to respond!!) and was told that neither they nor the Twitter reps would post miles/discounts anymore because the baggage service agent had to verify in person.
I responded that I hope that meant that they would now have an adequate number of baggage service personnel at every airport for every flight.
Otherwise, this "guarantee" looks pretty thin, and is going to be more and more like hotel's "Best Rate Guarantees" which have so many exceptions and loopholes as to be meaningless.
(I also wonder: since they scan the bags, presumably that associates the bags with one's PNR. Why couldn't Customer Service or the Twitter reps then seek confirmation that bags indeed were scanned late onto the carousel)
In neither case were there baggage service agents available.
I emailed customer service (which took 8 days to respond!!) and was told that neither they nor the Twitter reps would post miles/discounts anymore because the baggage service agent had to verify in person.
I responded that I hope that meant that they would now have an adequate number of baggage service personnel at every airport for every flight.
Otherwise, this "guarantee" looks pretty thin, and is going to be more and more like hotel's "Best Rate Guarantees" which have so many exceptions and loopholes as to be meaningless.
(I also wonder: since they scan the bags, presumably that associates the bags with one's PNR. Why couldn't Customer Service or the Twitter reps then seek confirmation that bags indeed were scanned late onto the carousel)
I find that my bags are late over half of the time and I always start looking for an agent when 17 or 18 minutes comes and no bags are in sight. Many times there are no agents around, and I'm not going to invest another 10 minutes searching them out, so I just call CS and have never had an issue claiming the 2500 miles.
One thing I do try to remember to do just in case is pull out my phone at 20 minutes and wait for my bag to snap a photo of it coming out the chute. I haven't needed to yet, but I'm sure there's a way to get a time stamp on it to email in if they ever give me any resistance in claiming the guarantee.
Mar 28, 2019, 5:34 pm
#385
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
My bag did not arrive last Sunday at RDU after flying SEA-RDU. The agent at RDU Baggage Services used her iPad to give me 2,500 miles but it's now Thursday and I still don't have them. Do they typically take this long to post?
Mar 28, 2019, 7:15 pm
#386
Join Date: Oct 2000
Location: Seattle WA, USA
Programs: Hilton Diamond, Marriott LT Plat, AS Lounge
Posts: 3,478
Not In my experience. I'd call Customer Care if I were you. Good luck.
Mar 28, 2019, 8:50 pm
#388
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,068
Mar 28, 2019, 9:30 pm
#389
Join Date: Oct 2000
Location: Seattle WA, USA
Programs: Hilton Diamond, Marriott LT Plat, AS Lounge
Posts: 3,478
Mar 29, 2019, 8:48 am
#390
Join Date: Feb 2015
Location: Seattle
Programs: AS
Posts: 2,293
March 28 DEN/.SEA Bags were 30 minutes late and not out yet. Went to AS rep and asked for voucher. Told to come back after I actually have our luggage.
Came back 45 minutes later with luggage and told they do not honor the 20 minute guarantee when they have issues with delayed baggage!!
Told 20 minute guarantee is only valid when baggage claim area has no service issues. I tried to argue that is what the guarantee is for and told to please leave now. We will not discuss this.
it seems that AS is serious on increasing revenue and no longer as customer "friendly".
Came back 45 minutes later with luggage and told they do not honor the 20 minute guarantee when they have issues with delayed baggage!!
Told 20 minute guarantee is only valid when baggage claim area has no service issues. I tried to argue that is what the guarantee is for and told to please leave now. We will not discuss this.
it seems that AS is serious on increasing revenue and no longer as customer "friendly".