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HA Interline Baggage Policy Change 5/1/12  
User currently offlineNWAtoHNL From United States of America, joined Apr 2012, 5 posts, RR: 0
Posted (2 years 5 months 1 day 5 hours ago) and read 4078 times:

http://help.hawaiianair.com/app/answers/detail/a_id/1922#codeshare

According to the HA website they will no longer interline bags unless the flights are all on the same PNR as of 5/1/12. For someone like myself who buys tickets to the islands separately on delta and HA this is a very customer unfriendly move. A very poor decision on HA's part that will only create havoc with leisure travelers and push people to other airlines. Can an HA employee explain this move? I for one will no longer fly HA if this policy holds true. Any other airlines out there that refuse to interline bags unless they are on the same PNR?

23 replies: All unread, jump to last
 
User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 1, posted (2 years 5 months 1 day 5 hours ago) and read 4028 times:

Quoting NWAtoHNL (Thread starter):
Any other airlines out there that refuse to interline bags unless they are on the same PNR?

Isn't that usually the policy at every airline? When I was at AS, we were only to check in bags to their final destination that is on their PNR.

I don't see a problem with this.



A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlineusflyer msp From United States of America, joined May 2000, 2124 posts, RR: 0
Reply 2, posted (2 years 5 months 1 day 5 hours ago) and read 4015 times:

Quoting NWAtoHNL (Thread starter):
Any other airlines out there that refuse to interline bags unless they are on the same PNR?

This is very common...some carriers won't even check-bags though on different PNR's if they are both on the same carrier (cough AF cough)...


User currently offlineAtrude777 From United States of America, joined Aug 2003, 5692 posts, RR: 52
Reply 3, posted (2 years 5 months 1 day 5 hours ago) and read 3999 times:

Quoting AirframeAS (Reply 1):

Isn't that usually the policy at every airline? When I was at AS, we were only to check in bags to their final destination that is on their PNR.

Nope, you can print off two separate itineraries on two different PNR's, like booking on expedia.com.

Flying US CLT-ATL, connecting to Delta, ATL-LAX, two diff PNR's, because of diff airlines, you show US the itinerary and they link the Bag Tag together.

Cape Air does the same for us in our local airports, book cape air on your own, show them your Airline tickets, and they link the two together.

Quoting AirframeAS (Reply 1):

I don't see a problem with this.

The problem now is...say expedia booked me HA HNL-PHX, then US PHX-STL..two diff PNR's, same itinerary though yes...I have to recheck in and everything, HA will not accept my checked bag all the way to STL.

Alex



Good things come to those who wait, better things come to those who go AFTER it!
User currently offlineNWAtoHNL From United States of America, joined Apr 2012, 5 posts, RR: 0
Reply 4, posted (2 years 5 months 1 day 4 hours ago) and read 3986 times:

Not in Hawaii. Aloha (when they were operating), Hawaiian, Go, island air all interline bags (As long as there was an interline agreement between carriers) without flights being on the same PNR. Many travelers to Hawaii buy tickets separately. I.e. buying a flight to HNL from the mainland and then a separate ticket on HA to the outer islands. Many reasons for this, namely it is significantly cheaper and much easier to book and find the correct flights as well as allows much more flexibility in planning a vacation (especially for a destination like Hawaii where many visitors travel to multiple islands on a trip). This has always been the practice in the islands.

User currently offlineFlyASAGuy2005 From United States of America, joined Sep 2007, 7004 posts, RR: 11
Reply 5, posted (2 years 5 months 1 day 4 hours ago) and read 3986 times:

Quoting NWAtoHNL (Thread starter):

Had no idea they even did this. Seems like a huge waste of resources to me. That's like buy a ticket on DL and another on AA flying ATL-MIA-STT and showing DL your AA ticket, MIA-STT like it's suppsoe to mean something. However, that would be a different story if you bought the tickets on a tavel website and all legs were tied together under a *single* PNR.



What gets measured gets done.
User currently offlineNWAtoHNL From United States of America, joined Apr 2012, 5 posts, RR: 0
Reply 6, posted (2 years 5 months 1 day 4 hours ago) and read 3958 times:

Quoting FlyASAGuy2005 (Reply 5):

Completely agree, it's not even communicated to their employees well or their customers. Multiple calls to their customer service line and CSRs have no idea about the policy change added to the website. Very poor decision on HAs part. Again this has never been the case in Hawaii interisland travel.

Quoting Atrude777 (Reply 3):

This has correctly summed up the problems that are created.


User currently offlineusxguy From United States of America, joined Jan 2006, 1017 posts, RR: 5
Reply 7, posted (2 years 5 months 1 day 4 hours ago) and read 3954 times:

This has to do with some changes in how interline baggage rates are charged & collected. Some airlines are now just opting out of non-aligned interline transfers.


xx
User currently offlineEA CO AS From United States of America, joined Nov 2001, 13591 posts, RR: 61
Reply 8, posted (2 years 5 months 1 day 4 hours ago) and read 3929 times:
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Quoting AirframeAS (Reply 1):
When I was at AS, we were only to check in bags to their final destination that is on their PNR.

While that's true, agents also HK'd in offline connecting segments to the PNR (placeholders only for bag tag generation, not selling live offline space) if the customer had a confirmation letter from the other carrier verifying their connections. Happens all the time.



"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 9, posted (2 years 5 months 1 day 4 hours ago) and read 3919 times:

Quoting NWAtoHNL (Reply 4):
(As long as there was an interline agreement between carriers)

I think that is probably what I have done at AS: interline agreements and possibly some codeshare thing. I have never checked in a bag for a pax outside the PNR.



A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlineusflyer msp From United States of America, joined May 2000, 2124 posts, RR: 0
Reply 10, posted (2 years 5 months 1 day 3 hours ago) and read 3755 times:

Quoting Atrude777 (Reply 3):
The problem now is...say expedia booked me HA HNL-PHX, then US PHX-STL..two diff PNR's, same itinerary though yes...I have to recheck in and everything, HA will not accept my checked bag all the way to STL.

No...if HA and US have a ticketing agreement these two segments will be on the same ticket and the OAL segments will be in each carrier's PNR. HA will still check these bags through.

What HA will not allow anymore is letting you book LIH-HNL on HA and make a completely separate HNL-PHX-STL booking on US and then show your US booking to the HA staff in LIH who will then add the US segments to your bag tags and HA will transfer the bags for you in HNL.


User currently offlineRWA380 From United States of America, joined Feb 2005, 3246 posts, RR: 5
Reply 11, posted (2 years 5 months 1 day 3 hours ago) and read 3723 times:

Quoting AirframeAS (Reply 9):
I have never checked in a bag for a pax outside the PNR.

Really? Wow, I've flown on non-rev AA tickets to Europe in J, then flown a paid BD flight on AD75 and had AA book the bags all the way through, granted I had a paper ticket for the BD section, but I've had plenty of airlines including HA book my bags through despite them being in separate PNR's.



AA-AC-AQ-AS-BN-BD-CO-CS-DL-EA-EZ-HA-HP-KL-KN-MP-MW-NK-NW-OO-OZ-PA-PS-QX-RC-RH-RW-SA-TG-TW-UA-US-VS-WA-WC-WN
User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 12, posted (2 years 5 months 1 day 3 hours ago) and read 3706 times:

Quoting RWA380 (Reply 11):
Wow, I've flown on non-rev AA tickets to Europe in J, then flown a paid BD flight on AD75 and had AA book the bags all the way through, granted I had a paper ticket for the BD section, but I've had plenty of airlines including HA book my bags through despite them being in separate PNR's.

But that was as a non-rev as you stated. Keep in mind, I was a CSA for AS in the late 90's. Things have changed a lot since then.

Quoting EA CO AS (Reply 8):
if the customer had a confirmation letter from the other carrier verifying their connections.

I have never seen this, at least to what I remember.



A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlinem11stephen From United States of America, joined Aug 2008, 1247 posts, RR: 1
Reply 13, posted (2 years 5 months 1 day 3 hours ago) and read 3642 times:

Why should airline A, which has no association with airline B, be responsible for transferring your bag to airline B at no additional cost? This is how A LOT of bags are lost and it is a nightmare trying to locate them and get them back to the owner. Kudos to HA for implementing this policy. I wish all airlines would do this.

As someone who has worked in baggage service, most bags are lost when a customer books a ticket through a website like cheapfreakingair.com and ends up with an itinerary that consists of three layovers on three different carriers. When you book a ticket like that you are just asking for your luggage to get lost.



My opinions, statements, etc. are my own and do not have any association with those of any employer.
User currently offlineNWAtoHNL From United States of America, joined Apr 2012, 5 posts, RR: 0
Reply 14, posted (2 years 5 months 1 day 3 hours ago) and read 3625 times:

Quoting AirframeAS (Reply 12):

Again this has been standard practice in Hawaii. In addition Delta (and previously NWA) always have interlined bags to HA or WP (island air) despite having separate PNRs. Many tourists book tickets separately on HA from the mainland carrier.


User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 15, posted (2 years 5 months 1 day 2 hours ago) and read 3578 times:

Quoting m11stephen (Reply 13):
When you book a ticket like that you are just asking for your luggage to get lost.

I have had a customer check in at AS once and the family's itinerary was practically lost. Meaning the reservation was bought via Expedia, but Expedia never sent the reservation to AS thus having the customer purchase a whole new reservation for a family of four! It was ridiculous and a waste of time. I had to fill out a refund form for the family to help them get their money back from Expedia after calling Expedia a few times to get them to send us the reservation.

This is a prime example as to why I do not buy my tickets though crapcheaptickets.com type websites. I always go through the airline's own website every time!

Quoting NWAtoHNL (Reply 14):
Again this has been standard practice in Hawaii.

Then what is the problem?   



A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlineSANFan From United States of America, joined Aug 2006, 5430 posts, RR: 12
Reply 16, posted (2 years 5 months 1 day 2 hours ago) and read 3544 times:

HA might be making real sure that they don't get involved in any way with G4 or WN when they start flying to the Islands. Neither carrier interlines baggage, no matter what kind of a printed itinerary the pax might have in their hands, so I think HA is just making sure there are no questions about it. You fly on a through fare, or at least a connection booked as such by a carrier with an interline agreement with HA, connecting to HA for the interisland flight, your bag is checked. (With both flights are on the same ticket and itinerary.) You fly a carrrier from the mainland to HNL on one ticket, and the interisland flight is booked and ticketed separately, no baggage transfer.

In reality, this doesn't really seem much different than most interisland connections in the past. For those coming to the Islands, it would be the responsibility of the carrier delivering the pax to the Islands to issue baggage checks either to the Hawaiian gateway or to the final destination of the traveler. When the agent (human or automated) pulls up the PNR at the mainland airport, he/she/it will either see the gateway or the final destination listed; if that airline has an interline agreement with HA, then the bags should be checked all the way. If not, and the pax pulls out a separate ticket for the interisland flight, I guess in the past, the bags might be checked all the way through. But I don't think they were supposed to be. Perhaps HA is more likely enforcing procedures that have always existed but were not really enforced?

For flights leaving from an outer island and connecting in HNL for a mainland flight, it would be up to the HA agent to determine if the bags will be checked only to HNL or all the way to the final destination. This is where HA can much more easlily enforce the new regs.

I would bet that baggage fees has a lot to do with this! HA probably doesn't want to miss out on too much of that income if they can help it.

bb


User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 17, posted (2 years 5 months 1 day 2 hours ago) and read 3524 times:

Quoting SANFan (Reply 16):
I would bet that baggage fees has a lot to do with this!

And liability. My bet is that HA wants to reduce their liability as much as they can. I don't blame them at all, and I am siding with them on this new policy.



A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlinem11stephen From United States of America, joined Aug 2008, 1247 posts, RR: 1
Reply 18, posted (2 years 5 months 1 day ago) and read 3371 times:

Quoting AirframeAS (Reply 15):
I have had a customer check in at AS once and the family's itinerary was practically lost. Meaning the reservation was bought via Expedia, but Expedia never sent the reservation to AS thus having the customer purchase a whole new reservation for a family of four! It was ridiculous and a waste of time. I had to fill out a refund form for the family to help them get their money back from Expedia after calling Expedia a few times to get them to send us the reservation.

This is a prime example as to why I do not buy my tickets though crapcheaptickets.com type websites. I always go through the airline's own website every time!

Mhmm! Those websites are notorious for changing reservations without notifying the customer. I can not tell you how many hours I have spent on the phone with Orbitz, Expedia, Travelocity, etc. trying to fix reservations and get refunds for customers. Unfortunately most people don't know better.



My opinions, statements, etc. are my own and do not have any association with those of any employer.
User currently offlinedaviation From , joined Dec 1969, posts, RR:
Reply 19, posted (2 years 5 months 1 day ago) and read 3360 times:

Hmm. I'm confused. I have a reservation on HA JFK-HNL. I booked separate flights on Island Air from HNL-JHM with a two hour layover because HA doesn't fly there, and it was cheaper to book directly on Island Air. I booked each reservation directly through each airline. I called HA Reservations about a month ago to ask if they will will check my baggage at JFK all the through to JHM. They said sure, they would just add the Island Air reservation to my HA reservation and then we wouldn't have to handle the luggage in HNL. I hope that's correct.

User currently offlineYLWbased From Hong Kong, joined Jan 2006, 830 posts, RR: 4
Reply 20, posted (2 years 5 months 1 day ago) and read 3308 times:

I flew from HKG to TXL via FRA 2 weeks ago on CX and AB, and have booked 2 flights separately before AB even joined oneworld. But I was able to check my bags all the way to TXL from HKG at the CX counter without a problem.

YLWbased



Hong Kong is not China. Not better or worse, just different.
User currently offlineEA CO AS From United States of America, joined Nov 2001, 13591 posts, RR: 61
Reply 21, posted (2 years 5 months 1 day ago) and read 3297 times:
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Quoting AirframeAS (Reply 17):
Quoting SANFan (Reply 16):
I would bet that baggage fees has a lot to do with this!

And liability. My bet is that HA wants to reduce their liability as much as they can.

I can't imagine it's a liability issue; industry practice is that the final carrier touching the bag is the one ultimately responsible for delivery and/or compensation on lost, damaged or misdirected baggage. This means tagging baggage beyond just HA would actually spread the liability to other carriers in many cases.



"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
User currently offlineViscount724 From Switzerland, joined Oct 2006, 25300 posts, RR: 22
Reply 22, posted (2 years 5 months 6 hours ago) and read 3136 times:

Quoting EA CO AS (Reply 21):
Quoting AirframeAS (Reply 17):
Quoting SANFan (Reply 16):
I would bet that baggage fees has a lot to do with this!

And liability. My bet is that HA wants to reduce their liability as much as they can.

I can't imagine it's a liability issue; industry practice is that the final carrier touching the bag is the one ultimately responsible for delivery and/or compensation on lost, damaged or misdirected baggage. This means tagging baggage beyond just HA would actually spread the liability to other carriers in many cases.

But it also means in many cases a carrier like HA that has only carried the bag 100 miles at the end of a longhaul itinerary has to do all the work to track down a missing bag, and the responsibility may have been entirely with the originating longhaul carrier.

Also means a lot of hassles in allocating the expenses in case the bag never shows up and the passenger has to be compensated. Responsibilities are much more clearcut when bags have to be claimed and rechecked at the connecting point where transportation involves two completely separate contracts of carriage on different carriers.


User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 23, posted (2 years 5 months 6 hours ago) and read 3135 times:

Quoting Viscount724 (Reply 22):
But it also means in many cases a carrier like HA that has only carried the bag 100 miles at the end of a longhaul itinerary has to do all the work to track down a missing bag, and the responsibility may have been entirely with the originating longhaul carrier.

That is exactly what I meant. Eliminating this reduces costs for the airline.

Quoting Viscount724 (Reply 22):
Responsibilities are much more clearcut when bags have to be claimed and rechecked at the connecting point where transportation involves two completely separate contracts of carriage on different carriers.

Agreed.



A Safe Flight Begins With Quality Maintenance On The Ground.
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