The days of standing around baggage claim, only to find out that your luggage never arrived, are over says American Airlines. “One of the number one complaints we heard from customers was bags is when they’re waiting at that final belt. Waiting for everyone’s bags to come off and then realizing that their bag is not one of them,” said airline spokesman Ross Feinstein.
According to the April Department of Transportation Air Travel Consumer Report, American ranked ninth out of 12 airlines in mishandled baggage reports by passengers. It’s the dominant carrier at Philadelphia International Airport with hundreds of daily flights.
American has launched the Customer Baggage Notification (CBN), which will alert travelers via text if their checked bag doesn’t make it on to their flight.
“It will notify them proactively if their bag is not at their final destination,” Feinstein said.
Shortly, after travelers receive the initial text they will get instructions on how to file a claim the luggage.
Before, passengers could go online to track where there luggage was, but this would notify them automatically.
Feinstein says that the CBN will save travelers time and frustration.