PhotoNothing annoys air travelers quite so much as arriving at their destination only to get stuck waiting at baggage claim for luggage that never comes. While airline companies are constantly striving to reduce the amount of lost or delayed luggage, many are also looking into ways of promptly notifying customers when something goes wrong.

Yesterday, American Airlines announced that it will be doing just that with the introduction of its Customer Baggage Notification (CBN) system. The company says that CBN will notify customers about the status of their checked baggage shortly after they land if it was not on the same plane. The system will also provide information on the next steps fliers should take.

“CBN is an exciting innovation that helps take care of our customers and our team members. Customers get more information quickly and our team members get more time to help those who have complicated baggage claims,” American Airlines said.

Customer alerts

American Airlines says that fliers who use the CBN system will receive one of three types of alerts when they land at their destination. They include:

  • Early Baggage Arrival: This message lets fliers know that their baggage has arrived before them and will direct them of where to go to pick it up.
  • Late Baggage Arrival – Go to the Baggage Service Office: This alert tells customers that their baggage will be arriving late and directs them to see an agent at the BSO office to resolve the issue.
  • Late Baggage Arrival – Mobile Baggage Order (MBO): This alert will advise travelers to fill out a Mobile Baggage Order (MBO) on their mobile device. The form will ask for the customer’s delivery details and a bag description to help expedite the process of getting checked luggage back to its owner. Taking this step will allow customers to forego going to the Baggage Service Office to file a claim.

To receive alerts from the CBN system, customers will have to download the American Airlines app, sign up for an AAdvantage account, or provide contact information during booking or check-in.


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