module 6.1 week 5 English

• Module 6.1
• MBO
• Studiejaar 1

WEEK 5

theme 4: 

• delayed baggage
• lost bagage

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 be able to explain the international agreements regarding baggage;

• you will know who is responsible for the baggage

• you will be able to explain the causes for baggage delays

your role as a PGSA

• working as a PGSA in a reclaim hall, passengers expect a certain amount of knowledge from you. 
• you are the person with the answers to their questions!
• you will need to know how to act in case of missing or damaged baggage.

international agreements

• the airline with which the passenger arrives at his/her final destination is responsible for the baggage. 

• so, in case of a problem with baggage,  that airline must act to find a solution. 

who is responsible?

• passenger van Batum starts his journey in Sydney (Australia) on Quantas Airways QF81,  SYD - SIN.
• he transferred in SIN to KLM flight  KL840  SIN - AMS.
• when he arrives in Amsterdam, his baggage does not appear on the baggage belt.
• he reports this at (the handling agent of) KLM, who files a property irregularity report. 

what could be a cause for baggage not arriving?

1. payload

• this is the  load capacity of the aircraft:  how many crew, passengers, baggage and cargo (total weight) may be loaded.
• sometimes a choice must be made:              extra cargo or passengers with baggage?
• extra cargo is much more profitable...
• sometimes baggage (or even passengers) must be left behind..
• this baggage (and/or passengers) will be flown in on the next possible flight. 

2. strike of handling personnel

• working conditions or salary 
• major consequences for passengers 
• major consequences for airlines too
• sometimes flights leave without baggage
• read article on page 21 of the module reader

3. system failure

• power failure
• system broken
• could be on outstation or arrival station (Schiphol)
• passengers can travel, but without baggage
• baggage will be deliverd to the passengers

4. tagless baggage

• baggage label (tag) has been  forgotten at check-in
• tag was ripped off somewhere in the process
• no barcode available anymore!
• baggage stays behind in the baggage area and baggage employees will try to find out the destination of the baggage  

5. dropped off the trolley..

• driven too fast..
• cut the corner..
• hit the brakes too sudden..
• special  SOS team: keeps an eye open for baggage that's left behind or fell off a trolley

6. incorrectly unloaded

• nobody's perfect...
• baggage employee had a bad night and makes a mistake: unloads baggage on the wrong baggage belt in the  reclaim hall
• easy to fix 

7. mix-up

• baggage looks similar
• someone takes the wrong one home..
• an almost identical suitcase stays behind!
• passenger has to return suitcase

8. weather conditions

thunderstorm: 

too dangerous for baggage handlers to work on the platform. This usually does not take long.

or..

very cold weather: 

the hatches (luiken) are frozen and cannot be opened yet. Sometimes this takes a while!

This affects the operation very much..

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

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.

next week:

procedures  for missing/damaged baggage: 

how can you help a passenger? 

Data toetsen grond:

Do 29 juni             jullie zijn hele dag vrij!!

Ma 3 juli                 M1.2 Full Service check-in

Woe 5 juli              M6.1 Disembarking