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Supplier News
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- Update: Southwest to keep open seating, but change boarding process
- United sets new customer-service benchmarks
- Reclaiming items left on planes
Update: Southwest to keep open seating, but change boarding process
As reported in the September issue of CWT Traveler, Southwest Airlines recently tested a new boarding procedure assigning passengers a letter and a number indicating their position within the boarding process. Southwest has decided to roll out this boarding process system-wide beginning in early November.
Southwest customers had expressed that they like the carrier’s “open seating” policy, but did not want to have to wait in line during the boarding process. Southwest hopes that the new boarding process will reduce the amount of time passengers spend waiting in line to board. Passengers can check in online up to 24 hours prior to flight time, and boarding positions are assigned on a first-come, first-served basis.
Sources: The Washington Post, The Arizona Republic, Southwest.com
United sets new customer-service benchmarks
United Airlines plans to improve delivery time of checked luggage to within 25 minutes of a flight’s arrival as part of its recently announced updated customer-service policy. The policy covers 12 areas and offers travelers more information about policies and pledges than before. Specifically, United is focusing on benchmarks and processes related to customer concerns, ground delays and checked luggage; and says that although it may not meet luggage delivery time consistently, it will be a standard they hold themselves to.
United said they will respond to customer complaints within 45 days (instead of the previous 60 days) by delivering a resolution or next steps to solve the passenger’s problem. United will also provide customers compensation through discount travel certificates depending on the length of departure and arrival delays.
Industry observers suggest that the efforts by U.S. airlines to improve customer satisfaction are an attempt to avoid federally mandated service requirements as airline performance is declining and complaints mount.
Sources: The Denver Post, USA TODAY
Reclaiming items left on planes
It is often inevitable that business travelers must carry a number of possessions with them when they fly, increasing the chances of losing something or accidentally leaving it behind. The following airline-specific information may help travelers to retrieve lost or left behind belongings. Please note, after the timeframes indicated below, all airlines send lost items to salvage companies.
American Airlines
Travelers should report lost possessions at the airport baggage office or a ticket counter. All reports must be made in person. Items are kept for “many weeks.”
Continental AirlinesTravelers should report lost items at the airport baggage office, by emailing lob@coair.com, or by calling 800-335-2247. Lost items are kept about a week at the airport before being sent to a Houston facility for 30-90 days.
Delta Air LinesTravelers may call 800-325-8224 to report lost items and should be prepared to provide a description of the item, date of loss, and the flight number. Items are kept at the airport for 10 days, then sent to an Atlanta facility for 90 days.
Northwest AirlinesTravelers must file a written report at a Northwest airport luggage services office. Items may not be reported lost by phone or email. Items are kept a week at the airport, then sent to Minneapolis “indeterminately.”
United AirlinesLost items may be reported at the United airport baggage office, by completing a report on the carrier’s Website, or by calling 800-221-6903. Items are kept for at least 90 days.
US AirwaysLost items may be reported at the US Airways baggage office or at a ticket counter. Claims may also be filed on the carrier’s Website. Items are kept a week at the airport, then sent to a Charlotte facility for 90-120 days.
Source: USA TODAY
