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(c) Elliott Publishing.

Baggage Roulette
Cheap Charlie · May 8, 2000

Virtually everyone who has flown has heard stories about missing bags and lost luggage. Though the airlines try to put a benign face on the problem and couch the "numbers" in per-thousand terminology (as mandated by the federal government) they know they have a problem. New baggage tags with computer chips are being tested and the domestic liability limits are being raised.

The latest numbers from the Department of Transportation don't paint a pretty picture. Here is how the complaints per thousand stack up amongst the major airlines, with the worst airlines listed first:

United Airlines -7.79 bags per 1,000 passengers

Alaska -7.27

Northwest - 6.63

TWA - 5.39

Southwest - 4.53

American - 4.40

Delta - 4.27

US Airways - 4.09

Continental - 4.06

America West - 3.88

This means that one bag is lost for about every 250 to 130 passengers. Another way to look at it - one passenger on every flight will lose their luggage. And remember, these statistics are only the lost luggage that is reported to DOT. Simple misrouted luggage doesn't make it to this mix.

The airlines aren't making it any easier for any of us when it comes to checked baggage with new time constraints now being implemented at many airports, requiring up to 45 minute and a half hour of advanced luggage check in.

These rules when combined with the ban on gate checking at airports and the new templates gracing the x-ray machines have only made taking care of luggage more difficult for the last-minute business traveler (the airlines' most lucrative).

Only Continental Airlines has made a real effort to allow traditional carry-on luggage. Note that they are among the best at handling checked luggage as well.

As part of the new "Passenger Service Initiative" some airlines have cranked up their liability level from $1,250 per passenger to $2,500 per passenger. American, United and TWA have all announced increases at this time. Some airlines are waiting for the government to come out with the new $2,500 liability maximum before they change their policies. This liability is based on the depreciated value of your clothing and personal effects, not replacement value.

As for delayed luggage, Northwest has a generous reimbursement policy for passengers who have to by necessities when their luggage is delayed. However, US Airways has the best delayed luggage program with $50 handed to passengers with misrouted luggage for the first day and then $25 a day for each of the next days they remain without luggage up to a maximum of $150.

But with all these programs, passengers must ask for their benefits. They are not offered up front for the most part.

Remember, if you have personal household goods insurance, it will cover lost luggage with your normal deductible. If you have a Diners Club Card, you have insurance for $1,250 of replacement-cost insurance for anything in your checked luggage. American Express Platinum card also has an insurance program.

Charlie Leocha is the Boston-based author of Travel Rights: Know the Rules of the Road and the Air Before You Go. Cheap Charlie appears every Monday on this site. E-mail him at charlie@ticked.com or access his Web site.