All too often we see videos of baggage handlers go viral for all the wrong reasons, due to checked bags being violently thrown around, as if it’s a game. Well, here’s a video of ramp agents going viral for a completely different reason.
Continue reading: American Airlines Baggage Handling Hero Caught On Camera
Share your questions, experiences, and thoughts below.
Those are the smaller (probably gate-checked) bags she's throwing around. That'll cause an even bigger scene at the next gate when AA ask pax to check some bags. 🙂
These handlers should go and work in the claims departments of the airlines they handle when throw a usd2000 rimowa. I don’t envy them working n a ramp in all kinds of conditions , but nowadays these videos go viral very quickly. Especially when WiFi on aircraft enables customers to upload them within a few moments.
My last trip on VS ex TPA I arrived at LHR and my checkin bag had been cracked in multiple places. They replaced it immediately at the airport. Great service.
cultural change in an organization as large as AA takes time but someone gets it - whether AA corporate is telling its crew chiefs to clean up their act or the crew chief just has a decent work ethic.
Crew chiefs like pursers or FAs in charge or whatever title you want to use don't have "supervisory authority" but every employee can drop a note to their supervisors regarding another employee's performance if they choose.
Given that there are cameras everywhere and planes have windows, the era of carelessly handling passenger baggage should have ended years ago but might be finally reaching its last gasping breath - at least anywhere that passengers can see.
American Airlines baggage handling hero captured in action, Their dedication and quick thinking not only exemplify excellent customer service but also ensure that passengers' belongings are handled with care and efficiency. It's moments like these that remind us of the unsung heroes behind the scenes who make travel experiences smoother and more enjoyable. Well done, American Airlines, for having such committed employees who go above and beyond to make a difference
"They replaced it immediately at the airport." - with a brand new bag? Do airlines stock brand new luggage at the airport to replace luggage that's damaged? I had assumed they would eventually send you a check if you filed a claim for a damaged bag.
The ones that say “fragile” they throw the hardest. If it’s that important get your items insured or don’t travel with anything valuable. For the majority of passengers flying commercial they don’t own any valuable possessions anyways ; more sentimental.
Many airlines do, especially at larger stations. It's not typically very nice luggage... usually in the $40-80 retail range. If you've had a Tumi or Hartmann damaged, you won't be resolving your issue at that moment.
I believe this is not a story about mishandled bags but about how humans interact.
The supervisor seems to have had a civil conversation and helped someone do better in their job - which is what team work is all about. I found it very heart warming.
Regarding using physical contact - I don't recommend that unless they already had an understanding.
It's crazy how airlines have turned checking bags into such a punishment. They charge absurd fees with arbitrary weight and size restrictions. All for them to destroy or lose your property while handling it. And with no security measures when it comes out on the carousel. If anything they should be paying us to check our bags.
Un less it is a very long trip, I gave up checking bags a long time ago. I bought 4 carry on bags that follow EU size and my family of 4 uses them in all our summer trips to Europe. Now, we do bring an empty duffel bag with us that we check on the way back with dirty laundry and stuff we bought during our trip but nothing valuable. They can do whatever they want with the duffel since it won't break. I add an AirTag to it and we are good to go. It is disgusting to watch from the plane what baggage handlers do with checked bags.
Body language is everything here. The chief made sure to touch the handler's shoulder when he was making a point. In many situations this might not have been appropriate, but here, it was applied with magical results. Good management!
Yes. At the baggage service counter. A new bag with tags. Just fine for me. I'd just arrived in Upper Class, perhaps that had some influence on the outcome.
In addition to this excellent colleague or supervisor approach, accountability, and redirection, easy access video recording is serving as a game changer. People who do their job with excellence, welcome being recorded. Others are leaving jobs (and careers) or not choosing them in the first place when they know recording their behavior is a part of the arrangement. Accountability, support, and training are key in any position that affects others.
Many airlines use contractors to handle their ground workers including baggage handlers. There is no vested interest in them being careful with your bags. As the article said, it's all about time constraints. I work at an airport and see this every day.
The C-Suite needs to see that excellent service from beginning to end, whether the passenger sees it or not, can result in greater efficiency, a happier workforce and a better bottom line.
The handler doesn't look big or strong enough to have that job. Baggage handlers need to have a certain level of strength. To lift 50 lbs bags continuously - there should be a physical test.
Speaking of AA, what's your strategy on using system wide upgrades, which I now have several of.
Now I know why my checked bags come back looking beat up, dirty and damaged. Did you know if your bag is damaged by the airline the warranty of the piece of luggage is voided?!? I learned this when a wheel was damaged on a flight. The shop I took it to said, “Just don’t tell me it was damaged during the flight and I can fix it under the warranty.”
I'm tired of the age old comment about various groups of airline employees making low salaries. Even newer employees generally start at $15, $18/ hour and certainly those with any seniority are probably up in the mid-to-high $20's/hour. You took the job so obviously you agreed to the salary - and depending on the airline, one can get regular increases. No excuse for lazy, brazen work "with an attitude" or complaint they do not make enough. Go work someplace else if you hate your job or feel underpaid - see what you find elsewhere - right, it's all the same.
I never check my bags, and I always slide the bag into a stretch cover just in case, for some reason, my bags and I are separated and the bag has to be checked. Even on extended overseas trips, I ensure I have enough items for trip day and carry washable items that can be handled at my hotel if needed. I'm a retired consultant with a lot of European trips and Delta was the first and last checked bag. It was lost and showed up at home base 3 days after I arrived home. Travel lightly, use carry-on luggage and a larger under-seat bag, and that's it. Mostly, never let it out of your sight.
They should all do rotations at various stations, so they can see how their actions affect fellow employees. The other video showing how luggage is handled in India vs Japan was enlightening and infuriating. Flying back from Italy we bought a hardcase suitcase in Rome to bring back souvenirs, gifts, and plates. It wasn't very expensive, but it was cheaper than shipping it home. We got it off the luggage carousel in San Francisco, and it was DESTROYED; cracked in several places, filthy (remember, it'd been brand new) one of the wheels actually missing, and the extended handle bent and unusable. But it did it's job; nothing broken, though obviously pawed over. How long would a grocery bagger last if they did that to people's food?