Baggage Collection…A Moment of Truth

An often annoying, sometimes painful,  ‘Moment of Truth’ for airline customers (with checked baggage) along their customer journey, is collecting their bags on arrival. WestJet accented this Moment of Truth brilliantly to deliver a ‘Moment of Magic’ with their famous 2013 Christmas Miracle marketing stunt.

More recently Delta Air Lines and British Airways are trialing or implementing real operational improvements – not just a marketing stunt – for this Moment of Truth.

At this stage Delta’s “Bags on Time” initiative appears to be a trial running only for a limited time with plenty of exclusions and only applicable to frequent flyers. No doubt if they believe its a promise they can keep ongoing, expect to see it return in the future with more permanency and less restrictions.

BA on the other hand, has already conducted a trial of its ‘Carousel Collection’ service at London City airport and is now rolling the service out to “all passengers arriving at London City Airport on domestic flights”. This service means customers don’t even have to collect their bags on arrival, can go straight to the office and have their bags shipped to an address of their choice.

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