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module 6.1 week 6 English
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Slide 1:
Slide
Module 6.1
MBO
Studiejaar 1
This lesson contains
34 slides
, with
interactive quizzes
,
text slides
and
1 video
.
Lesson duration is:
90 min
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Items in this lesson
Slide 1 - Slide
WEEK 6
Slide 2 - Slide
theme 4:
delayed baggage
damaged baggage
procedures
Slide 3 - Slide
aan het einde van deze les kun je:
beschrijven wat je rol en taken zijn als PGSA
beschrijven wat het verschil is tussen transfer en transit passengers
beschrijven wat het verschil is tussen COR en NOC
transfer en arriving passengers de weg wijzen op Schiphol
At the end of this class:
you will know what a PIR and a DPR report is
how to fill in a PIR and a DPR report
what happens to baggage once it's traced
Slide 4 - Slide
why could baggage be delayed? name reasons
Slide 5 - Mind map
A passenger flies on Quantas to SIN.
He transfers to a KLM flight to AMS.
His baggage does not arrive in the reclaim hall. Who is responsible?
A
Quantas
B
KLM
Slide 6 - Quiz
what does PAYLOAD mean?
A
a passenger pays for excess baggage
B
cargo on board that has been paid for
C
the load capacity of the aircraft
D
passengers always have to pay for baggage
Slide 7 - Quiz
There is a strike or power failure going on. Baggage cannot be loaded. Does the flight depart?
A
yes, but without baggage
B
no, they will wait until the problem is solved
Slide 8 - Quiz
How do we call the team that keeps an eye out for baggage that fell off a trolley?
A
baggage team
B
lost luggage team
C
baggage trace team
D
SOS team
Slide 9 - Quiz
As a floorwalker, where do you direct the passenger that needs to report missing/damaged baggage?
A
to the service desk in the reclaim hall
B
to the SSKIOSK to fill in the form
C
you fill in the form for the passenger
D
to the insurance company
Slide 10 - Quiz
modulereader, page 10:
causes
payload
strike by baggage ground staff
system failure
tagless (no label)
dropped off the trolley
incorrectly unloaded
mix-up
weather conditions
Slide 11 - Slide
your role as PGSA
working as PGSA in a reclaim hall, you are the one to help the passengers whose baggage did not arrive or was damaged
you
help
filling in the Property Irregularity Report (PIR).
with this report the airline will be able to trace the baggage worldwide.
Slide 12 - Slide
self service kiosk:
also in the baggage hall
as a PGSA (floorwalker in the baggage hall) you handle questions concerning baggage.
you direct passengers to the self service kiosks to file a missing baggage/damaged baggage form.
Slide 13 - Slide
property irregularity report (PIR)
in all cases of missing baggage a PIR has to filed
a PIR is a form that reports lost or missing baggage
it serves as proof in order to file a claim with the airline for the extra costs
Slide 14 - Slide
what do you fill in on the PIR?
passenger data (name, address etc.)
where do they wish to receive the baggage? (hotel, home, work)
the passenger's itinerary (route flown)
claimtag! very important!
email and phone number
insurance data
passport number
does it contain anything to declare at customs?
Slide 15 - Slide
important!
give a good description:
To make it easier to give a good description of the missing baggage, you may use the Baggage Identification Card.
looks like a menu with various types of baggage and objects
Slide 16 - Slide
Online?
report the missing as soon as possible!
some airlines offer online filing (such as KLM, Lufthansa, British Airways)
if online not possible, the filing of the PIR has to be done at the service desk of the airline at the airport
thankfully 90% of the missing baggage is found within 3 days!
Slide 17 - Slide
World Tracer system
most airlines work with the World Tracer system
on the claimtag (proof the baggage is checked in) you'll find a barcode and a claimtag number
all relevant data of the passenger will appear when this barcode gets scanned / claimtag number is entered.
Slide 18 - Slide
Slide 19 - Video
passenger van Batum, remember him?
he travelled from SYD via SIN to AMS
his baggage wasn't there when he arrived in AMS
he filed a PIR in AMS (a missing baggage report)
his suitcase seems to be left behind in SIN
the baggage handler in SIN enters the number of the claimtag in the World Tracer system
there is a match with a missing report in AMS
Slide 20 - Slide
RUSH label
the employees in SIN will send the suitcase to AMS on the first possible flight
this time they do not attach a regular label, but a
RUSH label.
the suitcase arrives the next day on baggage belt 17
passenger van Batum went home of course
so the suitcase will be left on the concourse
Slide 21 - Slide
RUSH = spoed
not a regular label
is always red
is used on forwarded baggage
Rush-baggage will continue to rotate on the baggage carrousel
Slide 22 - Slide
your task as PGSA
be alert to RUSH baggage on the carrousels
this is being done by floorwalkers
all RUSH baggage will be placed in a seperate area
here the PGSA's job is to match the RUSH baggage to missing baggage reports in the system
you see: the claim tag is very important!
Slide 23 - Slide
the baggage will be delivered to the passenger
the PGSA makes sure the baggage is handed over to the courier
he/she messages the passenger with the details
the courier leaves 3 times a day for deliveries (mornings, afternoons and evenings)
Slide 24 - Slide
damaged baggage:
sometimes baggage does arrive, but damaged
in such a case another report must be filed:
Damaged Property Report (DPR)
Slide 25 - Slide
broken wheel
open zipper
Slide 26 - Slide
no limited release label?
when a suitcase is already damaged when checked in, it gets a
"
limited release label
" with details about the damage
this means that a passenger cannot claim damage later; it was already damaged
a PGSA may not file a
Damaged Property Report
if the damage is exactly the same as mentioned on the limited release label
Slide 27 - Slide
what do you fill in on the DPR?
clear description of the damage
What does it look like? How old is it? What did it cost?
the passenger's itinerary (route flown)
number of the claimtag
email/phone number
insurance data
passport number
Slide 28 - Slide
what does a passenger do with a DPR?
passenger gets a copy of the DPR
they can claim the damage through their travel insurance
the travel insurance handles the rest with the airline
Slide 29 - Slide
quick settlement (QS)
some airlines offer another option:
a quick settlement (snelle afwikkeling)
the PGSA offers an amount of money
the amount depends on the damage:
broken wheel = $20
DPR will be filled in, but with a mention of a QS (so no claim can be made later)
Slide 30 - Slide
replacement bag:
so severely damaged that a passenger cannot travel with it
only for pax living outside of the Netherlands
available in the reclaim halls
mentioned in the DPR
damaged baggage must be left behind in the reclaim hall
Slide 31 - Slide
last touchpoint..
the passenger picked up his baggage from the belt
now he/she may leave the airport, but
...
has to pass customs first (douane)!
something to declare?
"goods to declare"
nothing?
"nothing to declare"
customs officers randomly check passengers:
"may I see what's in your bag please?"
Slide 32 - Slide
Slide 33 - Slide
Slide 34 - Slide
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