The new mobile application, launched this week, notifies customers of the status of their checked baggage if the bag is not on the same plane when they land at their destination.
Using the new Customer Baggage Notification, or CBN, app, customers will receive an alert shortly after arriving at their final destination notifying them as to the status of their bag, as well as providing guidance on the steps to take for resolution.
One of three types of alerts could be received:
- Early Baggage Arrival: This message alerts customers that their bag arrived before them and directs them to pick up their bag at the Baggage Service Office (BSO).
- Late Baggage Arrival – Go to the Baggage Service Office: This message directs customers, for example those with an international segment in their reservation, to see an agent at the BSO.
- Late Baggage Arrival – Mobile Baggage Order: This message advises customers to fill out a Mobile Baggage Order (MBO), on their mobile device. The automated MBO asks for the customer’s delivery details and a bag description to help expedite reuniting the customer with their items. By using the MBO, customers no longer need to stop at the BSO to file a claim.
To receive alerts, customers can use the American Airlines app, sign up for an AAdvantage account or provide contact information during booking or check-in.
CBN will enable customers to get more information quickly and allow staff to devote more time to help those who have complicated baggage claims.
