OW to ARN = bad idea
Jun 23, 2013 | 8:20 am
#1
Original Poster
Join Date: Feb 2013
Programs: BA EC Gold, Southwest A-List/Companion Pass
Posts: 74
OW to ARN = bad idea
Hey all,
I've been "test driving" OW this year into ARN and am officially giving up!
The straw that broke the camel's back this most recent trip last week was a lost bag during transfer in JFK. That in itself I could completely understand (mistakes happen), but the way it was handled was abysmal, reflecting serious problems in the OW presence in Arlanda.
Upon determining my bag was not with me on arrival, I went through an hour-long goose chase between various doors, speakerphones and counters with 20-person deep queues operated by a company called "Menzes Aviation". It turns out that there are NO actual BA or Finnair reps in Terminal 2, but instead that all of the agent jobs have been subbed to this third party which is grossly understaffed, and is in need of a process revamp. After blowing an hour on this, making myself late for a business meeting downtown, I gave up and handed the job of tracking my bag down to an admin (she finally was able to open an incident, but I forgot to ask her how much time it took).
For clarification, I took SFO-JFK on AA, then JFK-HEL-ARN on Finnair.
The OW dealbreaker for me was that:
- I tried calling Finnair directly several times. On an international roaming plan this was not cheap! Every time they told me that they could not help me, that I *had* to go through the 3rd party.
- I then tried calling AA. Remember--they tagged my bag, and I had a copy of the bag barcode. They refused to help me as well! They told me they had a strict policy of only opening incidents with the airline of final arrival.
There's so much travel agony with trying to use OW out of SFO for anything other than BA anyways; moving forward I'm switching back to *A on SAS for SFO-CPH-ARN.
Buh bye AAdvantage!
I've been "test driving" OW this year into ARN and am officially giving up!
The straw that broke the camel's back this most recent trip last week was a lost bag during transfer in JFK. That in itself I could completely understand (mistakes happen), but the way it was handled was abysmal, reflecting serious problems in the OW presence in Arlanda.
Upon determining my bag was not with me on arrival, I went through an hour-long goose chase between various doors, speakerphones and counters with 20-person deep queues operated by a company called "Menzes Aviation". It turns out that there are NO actual BA or Finnair reps in Terminal 2, but instead that all of the agent jobs have been subbed to this third party which is grossly understaffed, and is in need of a process revamp. After blowing an hour on this, making myself late for a business meeting downtown, I gave up and handed the job of tracking my bag down to an admin (she finally was able to open an incident, but I forgot to ask her how much time it took).
For clarification, I took SFO-JFK on AA, then JFK-HEL-ARN on Finnair.
The OW dealbreaker for me was that:
- I tried calling Finnair directly several times. On an international roaming plan this was not cheap! Every time they told me that they could not help me, that I *had* to go through the 3rd party.
- I then tried calling AA. Remember--they tagged my bag, and I had a copy of the bag barcode. They refused to help me as well! They told me they had a strict policy of only opening incidents with the airline of final arrival.
There's so much travel agony with trying to use OW out of SFO for anything other than BA anyways; moving forward I'm switching back to *A on SAS for SFO-CPH-ARN.
Buh bye AAdvantage!
Jun 23, 2013 | 10:42 am
#2
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: EB Diamond, AY+ Gold, A3*G, Strawberry Lifetime Platinum, GHA Discovery Titanium, SJ Prio Black
Posts: 15,184
The trick would be to not use mobile roaming but to connect to ARN free wifi and use skype or something like that.
Does SGH provide you with a physical help desk at ARN? I thought they also only provided service through a telephone.
Does SGH provide you with a physical help desk at ARN? I thought they also only provided service through a telephone.
Jun 23, 2013 | 10:47 am
#3
Suspended
Join Date: Jul 2007
Posts: 4,477
Bye for you! Until you have a similar experience with *S would you say Adios *S?
Bags do get lost during multi sectors itinerary. I have my sympathy for you. But:
1>, To call the airline is always a bad choice. There are online tracking system for your bags as long as you obtain a tracking code when you first report the missing bag.
2>, Tracking missing baggage is always handled at destination airport by the contracted handler (or the final sector airline if they have their own staff). Always talk to them first.
If you feel Menzis is not up to the game, your complain is really towards Menzis, not oneworld. In the end, many star alliance members also use third party handler in airports where star alliance is not strong. It could happen to any airlines.
So based on the above reasons, I think it is unfortunate you lost you baggage and I have my sympathy on you. However, this is not an oneworld-only issue, it could happen to any airlines and any alliances. To abandon oneworld on one incident is your own choice, which I think is pathetic. Not understanding how airline lost baggage works is your issue here. You wasted lots of time because you do not know what to do. My sympathy to you again! However, I think it is better for you to at least try to get over the learning curve of what to do next if your bag is missing.
By no means to bashing you. But when someone is ranting, the best thing to do is to explain things from the other side. If you do not understand what I was trying to say, too bad. If you do, you might be a much happier traveller who can handle any situation. Before then, stick with your SAS is your best choice.
Bags do get lost during multi sectors itinerary. I have my sympathy for you. But:
1>, To call the airline is always a bad choice. There are online tracking system for your bags as long as you obtain a tracking code when you first report the missing bag.
2>, Tracking missing baggage is always handled at destination airport by the contracted handler (or the final sector airline if they have their own staff). Always talk to them first.
If you feel Menzis is not up to the game, your complain is really towards Menzis, not oneworld. In the end, many star alliance members also use third party handler in airports where star alliance is not strong. It could happen to any airlines.
So based on the above reasons, I think it is unfortunate you lost you baggage and I have my sympathy on you. However, this is not an oneworld-only issue, it could happen to any airlines and any alliances. To abandon oneworld on one incident is your own choice, which I think is pathetic. Not understanding how airline lost baggage works is your issue here. You wasted lots of time because you do not know what to do. My sympathy to you again! However, I think it is better for you to at least try to get over the learning curve of what to do next if your bag is missing.
By no means to bashing you. But when someone is ranting, the best thing to do is to explain things from the other side. If you do not understand what I was trying to say, too bad. If you do, you might be a much happier traveller who can handle any situation. Before then, stick with your SAS is your best choice.
Jun 23, 2013 | 12:41 pm
#5
Join Date: Jun 2013
Posts: 948
Two months ago my bag was delayed in AMS when travelling to ARN on KLM (who also outsource to Menzies).
They have a both right by the baggage claim area in Terminal 2 where you can file a claim before you pass through customs and they open a case for you and you can determine where you want the bag sent or whom to be contacted when located. They also give an ETA. They have another counter after you pass through customs if you walk back to the check-in counters.
Did it take a lot of time? Yes, it did. When I arrived only my flight was in the baggage claim area and about 10-15 people had lost luggage but since I had received an email notifying me my bag would be lost I was third in line, still took over 10 minutes, but the bag was delivered by taxi within 6hrs.
SAS have their own staff, SGH, who handles this for most of star alliance. I've dealt with them, too. I wouldn't say they are better than Menzies. They ask you the same questions and work roughly at the same speed only some professions can.
They have a both right by the baggage claim area in Terminal 2 where you can file a claim before you pass through customs and they open a case for you and you can determine where you want the bag sent or whom to be contacted when located. They also give an ETA. They have another counter after you pass through customs if you walk back to the check-in counters.
Did it take a lot of time? Yes, it did. When I arrived only my flight was in the baggage claim area and about 10-15 people had lost luggage but since I had received an email notifying me my bag would be lost I was third in line, still took over 10 minutes, but the bag was delivered by taxi within 6hrs.
SAS have their own staff, SGH, who handles this for most of star alliance. I've dealt with them, too. I wouldn't say they are better than Menzies. They ask you the same questions and work roughly at the same speed only some professions can.