Alaska Airlines
is one of several US carriers to have baggage guarantees. According to the airline’s website, Alaska will compensate passengers if baggage does not arrive at the carousel within 20 minutes of arrival. This has been standard for Alaska since 2010.
Delayed baggage
The United States Department of Transportation
(USDOT) requires airlines to compensate passengers for delayed baggage. However, the amount or value of compensation is not specified. The DOT’s website states,
“When a checked bag does not arrive at its destination, airlines are responsible for locating the bag. Airlines have tracking systems in place to try to identify the bag’s location.”
The DOT adds that many airlines have baggage tracking available through mobile apps, which help passengers stay informed on the whereabouts of their luggage. In the event a bag is delayed, passengers are encouraged to file a claim as soon as possible. Additionally, passengers should remain in contact with the airline.
Photo: O n E Studio I Shutterstock
While passenger baggage is delayed, airlines should “compensate passengers for reasonable, verifiable, and actual incidental expenses that they may incur while their bags are delayed.” The DOT does not allow airlines to “set an arbitrary daily amount” for expenses.
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Alaska Airlines guarantee
Alaska has guaranteed its passengers that baggage
will arrive at the carousel within 20 minutes of an aircraft pulling into a gate. The airline says it knows passengers would rather spend their time anywhere other than sitting around waiting for a bag, which is why it has that guarantee. If bags do not arrive within 20 minutes, Alaska will compensate passengers with a $25 discount code for future travel or 2,500 miles.
Photo: rafapress | Shutterstock
To receive compensation, passengers must go to the baggage office and speak with customer service agents. It is important to note that airline personnel must be contacted within two hours of a flight. The airline website states that the compensation must be claimed “in-person,“ although some passengers have received compensation online.
Except for international flights, this guarantee applies to all Alaska operations (including Horizon Air and SkyWest flights). Alaska does not extend this guarantee because customs clearance is needed on international flights.
There are a few other things to note about the guarantee. It does not apply for any oversize items, like pets, golf clubs, firearms, and more. In the event there is a baggage system malfunction, severe weather, or other conditions that prohibit the punctual delivery of luggage, the airline will not compensate passengers.
Those traveling on a non-revenue space available ticket are not eligible for the compensation. If passengers have multiple pieces of checked luggage, they are only eligible for one discount code or one mileage bonus.
Disgruntled customers
Although Alaska’s guarantee has been in place since 2010, there are passengers who claim they were denied compensation. One Reddit thread garnered several comments from people who were denied. The first comment said that when trying to claim compensation, the passenger was told that Alaska’s policy is it has 20 minutes for the first bag to drop, not an individual passenger’s bag.
But, this is what the airline says, according to its website.
“If your bags are not at baggage claim within 20 minutes of your plane’s arrival at the gate, we’ll offer you a $25 discount code for use on a future Alaska Airlines flight, or 2,500 Alaska Airlines Mileage Plan bonus miles.”
The passenger highlighted that the website explicitly uses the word your.
Other users said that speaking to an online agent is the best way to be compensated, even though the website states it must be done in person. One recounted that they recently had an agent be annoyed with them in Anchorage because they asked for compensation.
Another said that when Alaska first started compensating, it had agents out at the carousels with vouchers to be handed out. Based on the comments in this Reddit thread, it appears that Alaska does not have a set standard. Some agents claim that the compensation is available only if the first bag takes more than 20 minutes, while others claim it is the individual’s bag.
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Baggage tracking
As mentioned above, many airlines have added baggage-tracking tools to their mobile apps. Alaska Airlines is one of those, but it has gone even further. In recent years, the airline became the first in the US to offer an electronic bag tag. This tag works with the mobile app and allows passengers to skip tag printers.
Photo: Alaska Airlines
In order to use the tag, the electronic bag tag feature needs to be enabled in the Alaska Airlines app. There are directions on the airline website for Android and iPhone users to follow. Alaska says that the electronic bag tag must be attached to the top handle of the luggage.
To use the tag, passengers must first check in for their flight in the app. The website states that if the trip is eligible for bag tag use, it will walk a user through activating the tag. Once a tag is fully updated, it will display the passenger’s name and flight information in clear black font on a white background.
Photo: Alaska Airlines
Alaska says that eligible trips are itineraries within the US, Canada, and Belize. This also includes those operated by Horizon or SkyWest.
At the airport, passengers can skip the tag printing station and go straight to the baggage drop. ID verification is still required, so the airline says passengers should have their ID ready before arriving at the drop.