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!
Mar 29, 2019, 9:15 am
#391
Join Date: Jul 2012
Programs: Delta Gold, Alaska Gold 75K, LATAM Black
Posts: 3,393
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".
Mar 29, 2019, 10:16 am
#392
Join Date: Mar 2016
Location: LAX
Programs: AS MVPG, IHG Diamond Elite
Posts: 1,445
Earlier this month, had to basically argue with the baggage agent upon landing (nearly 3 hrs late) in EWR. She told us there was no way she was giving us the certs as bags were coming out at around 18 mins. I told her that was great, but we were waiting more than 30 for ours (which, as a side note, it would be great if AS could prioritize first class and/or elite bags, at the very least). We went back and forth, and she eventually took us into the office to issue the certs, complaining about how dumb the guarantee is, how she is unhappy with Alaska and her compensation, etc etc etc. The certs she issued ended up being expired and AS twitter team issued the credit manually. Wrote it up in AS listens (along w/ other issues from the trip) and got a canned response from the LAX station manager apologizing/thanking me for the feedback. No other compensation or discussion provided. Overall, the last thing I wanted to do was argue w/ one of their ground staff after a delay, let alone hear about how dumb the guarantee is and how she doesn't get paid enough to deal with passengers.
Mar 29, 2019, 11:35 am
#393
Join Date: Feb 2015
Location: Seattle
Programs: AS
Posts: 2,293
Earlier this month, had to basically argue with the baggage agent upon landing (nearly 3 hrs late) in EWR. She told us there was no way she was giving us the certs as bags were coming out at around 18 mins. I told her that was great, but we were waiting more than 30 for ours (which, as a side note, it would be great if AS could prioritize first class and/or elite bags, at the very least). We went back and forth, and she eventually took us into the office to issue the certs, complaining about how dumb the guarantee is, how she is unhappy with Alaska and her compensation, etc etc etc. The certs she issued ended up being expired and AS twitter team issued the credit manually. Wrote it up in AS listens (along w/ other issues from the trip) and got a canned response from the LAX station manager apologizing/thanking me for the feedback. No other compensation or discussion provided. Overall, the last thing I wanted to do was argue w/ one of their ground staff after a delay, let alone hear about how dumb the guarantee is and how she doesn't get paid enough to deal with passengers.
It seems that a directive is out there that encourages agents to not issue vouchers and challenging passengers who want to claim them.
Mar 31, 2019, 10:48 pm
#394
Join Date: Feb 2016
Location: San Diego, CA
Programs: Southwest A-List; Alaska MVPG; Hilton Diamond; Avis PreferredPlus; Marriott Bonvoy Platinum Elite
Posts: 914
Flew SAN-SEA and back this week. Got vouchers (2 vouchers each way for 2pax, each with a bag). No problem at SEA... the bag claim agents at SAN didn’t seem quite so accomadating. In both cases I had taken a screen shot of my phone stopwatch and told them what times they had come out.)
The SAN people looked incredulously at each other, and started puching numbers on their computers. Finally, one of them kind of huffed “they didn’t even scan them” and reluctantly gave me vouchers. I can only assume they were trying to verify my claim, but the bag handlers disn’t scan them when they put them in the belt.
It’s such a weird thing... the flight attendants announce it... and the bag claim people seem surprised when anyone wants to make a claim. (Having said that, I’m always surprised that noblody else seems to bother with it.
The SAN people looked incredulously at each other, and started puching numbers on their computers. Finally, one of them kind of huffed “they didn’t even scan them” and reluctantly gave me vouchers. I can only assume they were trying to verify my claim, but the bag handlers disn’t scan them when they put them in the belt.
It’s such a weird thing... the flight attendants announce it... and the bag claim people seem surprised when anyone wants to make a claim. (Having said that, I’m always surprised that noblody else seems to bother with it.
Apr 2, 2019, 6:02 pm
#395
Join Date: Aug 2006
Location: Anchorage, AK
Programs: MVPG
Posts: 253
Following the conclusion of the 2019 Kona Lavaman Triathlon, 23 bike boxes/cases were left in Kona last night off 873 nonstop to Anchorage April 1st (no joke).
Mine will take two days to arrive home :-((
Mine will take two days to arrive home :-((
May 10, 2019, 10:17 am
#396
Join Date: Mar 2008
Location: Between BLI & PAE.
Programs: Nada of note these days….
Posts: 1,287
A pair of bag guarantees paid out
flew to DEN on #682 on 5/8.
We were advised to look for our bags on carousel #4. After 40 minutes another passenger advised the assembled passengers that our bags had dropped on carousel #3. Grrr....
I had phoned the station agent phone but was greeted by a ‘leave a voice mail’ request.
Located the Alaska agent and she was running out of vouchers due to every passenger lining up from that flight.
we got ours and got out of there.
bad night....
We were advised to look for our bags on carousel #4. After 40 minutes another passenger advised the assembled passengers that our bags had dropped on carousel #3. Grrr....
I had phoned the station agent phone but was greeted by a ‘leave a voice mail’ request.
Located the Alaska agent and she was running out of vouchers due to every passenger lining up from that flight.
we got ours and got out of there.
bad night....
May 24, 2019, 9:00 am
#397
Join Date: May 2005
Location: SEA
Programs: AS; Hyatt Globalist; Hilton Gold; NEXUS
Posts: 976
AS 118 (LIH-SEA) last night, one bag was ~22 mins, the other was ~26 min, flying in F.
We got two vouchers without any problem which is always the case at SEA, I think it literally took a minute? I don't even bother trying to make claims at outstations; results have ranged from being yelled at (EWR) to not knowing where the certs are (DTW).
We got two vouchers without any problem which is always the case at SEA, I think it literally took a minute? I don't even bother trying to make claims at outstations; results have ranged from being yelled at (EWR) to not knowing where the certs are (DTW).
May 25, 2019, 3:00 pm
#398
Join Date: Mar 2008
Location: Between BLI & PAE.
Programs: Nada of note these days….
Posts: 1,287
Snared a single $25 guarantee on AS#649 [PHX-SEA] on 5/22. A single bag of ours was offloaded from carousel #15 . As usual, it was busy with multiple flights on the same carousel. We had arrived directly from our C Gate arrival and located our first bag but the second bag was nowhere to be seen. Several other co-passengers were also awaiting bags. None of us were happy, the overhead sign did not show the asterisk,which indicates all bags are out, We finally went to the bag stand and there was our bag. We had not seen it on the carousel, I believe it was never put out.
Grrr...
Grrr...
Jun 4, 2019, 12:20 am
#400
Join Date: Feb 2016
Location: San Diego, CA
Programs: Southwest A-List; Alaska MVPG; Hilton Diamond; Avis PreferredPlus; Marriott Bonvoy Platinum Elite
Posts: 914
AS436 SEA-SAN
June 3, 2019
Carousel started rolling at 22:49. My bags came off at 25:14 and 29:02.
One certificate (one traveler) which is policy, although I’ve often gotten two certs.
I think I’m going to write Alaska Listens on this one. It’s the second time the baggage office at SAN has seemed less than enthusiastic (maybe a little skeptical and grumpy) about honoring the guarantee.
June 3, 2019
Carousel started rolling at 22:49. My bags came off at 25:14 and 29:02.
One certificate (one traveler) which is policy, although I’ve often gotten two certs.
I think I’m going to write Alaska Listens on this one. It’s the second time the baggage office at SAN has seemed less than enthusiastic (maybe a little skeptical and grumpy) about honoring the guarantee.
Jul 20, 2019, 8:40 pm
#401
Join Date: Dec 2004
Location: SFO
Programs: BART Platinum, AA Plat Pro
Posts: 1,158
AS 1354 SFO-BOS on 7/20. Aircraft landed 30 minutes early but then sat around for 40 minutes waiting for the gate and alley to clear. Bags took another 40 minutes due to difficulty in getting the aircraft hold open. When I asked the agent about the bag guarantee, she said it didn’t apply because of the mechanical issue on the aircraft. Sent an email to AS Listens. I'm guessing they’ll claim it falls under the “right to suspend the baggage service guarantee in the event of...other conditions out of the airlines' control that prohibit timely baggage delivery” T&C. Though usually MX for your own aircraft is supposed to be under your control.
Jul 22, 2019, 8:28 am
#402
Join Date: May 2010
Location: Oxon, UK
Programs: Mucci des canapes, Skywards Gold, BAEC Gold, IC Plat Amb, Accor Gold
Posts: 1,948
ANC-SEA late on Sunday night. Bags took around 30 minutes to appear. No AS agents anywhere in sight and as it was well past midnight I headed for my hotel.
Jul 22, 2019, 2:30 pm
#403
Join Date: Jul 2018
Location: sometimes, strangely, I find myself at home
Programs: I need to do better in managing my affiliations. Oops, I overshot the runway for status next year.
Posts: 649
I rarely check a bag. And when I do, I haven't recently been bothering with the guarantee. The reasons I don't bother with it is because the bags usually drop within 20-30 minutes and the reward isn't worth much more of a delay in my schedule.
However, I am on the fence, on one hand it seems like a reasonable amount of time and not much of a payout but on the other, the airlines nickel and dime.
I'll be checking bags for the next month. I'll only claim it if my bags drop past the promised time and if I have time.
Jul 22, 2019, 2:44 pm
#404
Join Date: Sep 2011
Location: SFO
Programs: AS, UA, WN, IHG Diamond Elite, Hyatt Globalist, Hilton Gold, CET 7*
Posts: 3,293
Claiming the late bag gaurantee isn't worth too much of a hassle or grief especially past midnight.
I rarely check a bag. And when I do, I haven't recently been bothering with the guarantee. The reasons I don't bother with it is because the bags usually drop within 20-30 minutes and the reward isn't worth much more of a delay in my schedule.
However, I am on the fence, on one hand it seems like a reasonable amount of time and not much of a payout but on the other, the airlines nickel and dime.
I'll be checking bags for the next month. I'll only claim it if my bags drop past the promised time and if I have time.
I rarely check a bag. And when I do, I haven't recently been bothering with the guarantee. The reasons I don't bother with it is because the bags usually drop within 20-30 minutes and the reward isn't worth much more of a delay in my schedule.
However, I am on the fence, on one hand it seems like a reasonable amount of time and not much of a payout but on the other, the airlines nickel and dime.
I'll be checking bags for the next month. I'll only claim it if my bags drop past the promised time and if I have time.
Jul 22, 2019, 2:49 pm
#405
Join Date: Jul 2018
Location: sometimes, strangely, I find myself at home
Programs: I need to do better in managing my affiliations. Oops, I overshot the runway for status next year.
Posts: 649
If I am twitterless, do you know if the same can be done through text messaging?