n5wmk wrote:OK, so this has been bothering me ever since it happened, and I decided today that I'd call AA customer service and see how far I could get. When finally (after about 8 minutes on hold) I got a person instead of the automated voice response system, I explained about the orange tag with "Return to BSO", and just asked "What does BSO stand for?" She said that it sounds like my bag should be going to Boston....
So I said it had nothing to do with Boston, but had everything to do with me declaring an unloaded firearm in my luggage while flying from DFW to Tucson and return. "Oh, well, let me transfer you to someone in Baggage Customer Service". More waiting on hold, then a really nice lady discussed the situation with me. BSO actually means Baggage Service Office, which is the area that certain items are
supposed to go, if they are tagged. I asked what else besides firearms would have the orange tag. She said that some customers will ask for added insurance on high value items, and those also get the orange tag, and that the passenger would pick them up in the baggage service office. She did admit that the majority of the orange tagged bags do contain firearms. She repeated that the tagged items are
supposed to go to the special pickup area, where the passenger has to sign for it, so that it is tracked through their system.
Well, that part of the process isn't working, obviously, and I told her that on both ends, my bag came off the carousel. I told her that I didn't like the idea of my bag with a firearm, or any bag with valuables in it for that matter, getting flagged so that anyone from baggage handlers to other passengers at the carousel could see the "steal me" orange tag. She said that she would pass it along, but that in order for me to actually get someone's attention, I needed to go online to the AA customer relations page and fill out a contact/complaint form. Which I did this evening, explaining the situation and my dissatisfaction with the policy, and that I would be taking a different airline when transporting a firearm. Just a few minutes ago, I received this response:
October 17, 2016
Dear Mr. N5WMK:
Thank you for contacting American Airlines Customer Relations.
We very much appreciate the time you took to send us your suggestion about our service in regards to our firearm baggage procedures. Your idea certainly has merit and it clearly reflects the thought that went into it.
It is always helpful for us to consider our service from our customers' perspective. We try to be responsive to our customers and carefully analyze trend information based upon their reactions. In this way we can identify those service elements that are most appealing as well as improve those that produce a negative response.
Our aim is to suit the needs and wishes of the majority of our customers. We have forwarded a copy of your comments to the appropriate management personnel with an eye toward improvement. As we determine the appropriate action in this regard, your preferences will be considered. Thank you for giving us the benefit of your observations.
We hope to welcome you aboard another American Airlines flight in the future.
Sincerely,
Kyle Calef
Customer Relations
American Airlines
Now, whether or not anything comes of this remains to be seen, but at least I've let AA know my thoughts. If I get anything from AA, I'll post it here.
